Date Received: 2020-04-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I placed a complaint here last month ( XXXX-XXXX } in which I described the situation with Suntrust Bank. I detected fraud on my check account in the fall of XXXX. I reported this to Suntrust who then followed their procedure of closing the account and immediately opening a new account. My funds were transferred by Suntrust to the new account ( ending in XXXX ) with the promise that any outstanding checks would be rerouted to this new account. I use the Suntrust Bill Payer service which requires me to place the check amount and the date of delivery in the blanks and then hit send. In XX/XX/XXXX and again in XX/XX/XXXX both payments were returned because they were applied to the old account which had no funds. The funds were transferred to the account ending in XXXX. I did not direct my checks to be paid from a closed account. The error was made by a Suntrust employee. Each of these checks drew a late fee for {$10.00} and a bounced check fee for {$30.00} for a total of {$80.00} from the biller, XXXX XXXX. They are the business office that collects home owner association dues. I should also inform you that while I was hospitalized in XXXX of XXXX my wife paid bills that she found on my desk, including the penalties placed by XXXX. After recuperating, I attempted to get a refund from XXXX but they refused even though I could show the error was made by Suntrust. Suntrust does have a policy to reimburse for a loss like this. They are supposed to stand by their agreement with the Bill Payer customer. Suntrust contacted XXXX asking them to return the fines to me, but they refused. Suntrust reimbursed me for one of the checks, the one for XXXX. I attached the " final response '' from XXXX XXXX who is an assistant vice president of Suntrust. In the third paragraph she says the XXXX check was returned " unauthorized '' because the account was in a " no debt '' status and that there were no funds to cover the item. She also said that the account was closed in XXXX of XXXX which is inaccurate because I closed the account in the fall of XXXX. With the number of payments I send out I would have bounced a lot of checks that month if I tried to use the account that was empty. I was not aware of the procedure that Suntrust uses to pay our bills. Apparently smaller concerns like XXXX are sent checks instead of electronic deposits. I never touch the checks that XXXX receives. The errors were made by Suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: suntrust closed my account more than 7 months ago and my money has not been returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 at XXXX ; a fraudulent check for {$4600.00} was deposited into my minor granddaughter 's account at the BB & T bank on XXXX XXXX XXXX in XXXX XXXX The teller ; XXXX XXXX ; took the check and did not put a hold on the availability of the funds. On XXXX XXXX ; my granddaughter called me and told me that there was over {$4000.00} deposited into her account ; but only {$640.00} was still available. She told me that she tried to withdraw {$640.00} ; but was told that the check that was deposited was fraudulent. After getting off the phone with my granddaughter ; I called my bank here in XXXX, NC. I was told that two ATM withdrawals had been made by the use of my granddaughter 's debit card. I then spoke with my granddaughter and was told that her debit card was missing ; but she had not reported it lost or stolen. I received a call from the bank teller at XXXX and was informed of the deposit and that most of the funds were already taken out. The bank teller ; XXXX XXXX ; that had taken the deposit on XXXX ; called me on XXXX from her personal cell phone to ask if I had spoken to my granddaughter. I have filed a police report with the XXXX XXXX Police, the XXXX XXXX Police, and the Fraud Department from BB & T. Now ; I am being told by my bank that because my granddaughter is a minor ; and my name is on her account ; that I am going to be held responsible to pay her negative account balance of {$4000.00}. BB & T has frozen my checking and savings accounts until this is paid in full. On XX/XX/XXXX ; I received a notice from BB & T ; dated XX/XX/XXXX, that the availability of the funds of the deposit were delayed until XX/XX/XXXX. But ; {$4000.00} was taken out on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XXXX on a telephonic conversation with the customer service department at Sun Trust Bank , I was informed that my business checking account was closed due to unknown reasons and that for more information about this action, I needed to read the account disclosure pamphlet provided, at the time of opening the account, to find out about the legalities of closing of a business checking account by the bank. OnXX/XX/2020 I approached the Sun Trust Bank assistant manager XXXX XXXX to inquire about the banks decision regarding the closing of my business account at which he disclosed that the bank had made the decision to close my business account without any notifications and that the reason for closing the account was for a deposited check not clearing the account. I asked the Bank Manager as to when would my funds in the account {$3300.00} be available for withdrawal, at which he claimed that it would take 2 weeks for the bank to complete the closing process and a check would be mailed out to my attention approximately XX/XX/2020 After two weeks passed and no check was received, I approached XXXX XXXX again and informed him that no check had been received, at which he informed me that I should be receiving the check by 2nd week of XXXX and that was the best he could do, at that point I explained and expressed the hardship that my XXXX and my family was facing due to the withholding of these XXXX funds, however he couldnt help. From the time Sun Trust AKA Truist Financial decided to close my business account and withhold my funds {$3300.00}, to date I have not received any check nor any legal disclosure from these financial institutions regarding the action they took to close my business account and reasoning to withhold my funds {$3300.00} or a possible refund date. This action of closing my Business account and withholding of funds {$3300.00} by the Sun Trust Bank AKA Trusit Bank has caused devastating circumstancing not only for my XXXX but also to my family. I had to close one of my XXXX, letting go XXXX XXXX, for the lack of operating capital and have had to seek help from federal and state agencies to feed my family. This frivolous action by Sun Trust bank AKA Trusit Financial is not only unwarranted but also in humane specially at a time of a pandemic crisis, where every agency in the United States of America is trying to help every being, stay alive and financially afloat.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 I was made aware that my account was close with Suntrust by contacting Suntrust. They stated that my account was close due to a fraudulent deposit. I didnt not touch any funds from the deposit and the the deposit never cleared my account. My account was closed with {$1700.00} left in my account. Ive been trying to call them since then and they have been saying that they can not give me any information of the phone and that a letter will be mailed to me. Im trying to get my money that was left in my account. I called the automatic hotline to the account and it state that i had a transaction posted as a legal order debit. I dont even know what this means consider the fact that I dont owe anyone and no one has every taken legal action against me. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have tried numerous times to gain access to the funds in my account with them, they keep saying to verify in branch during a pandemic which i am not going to risk my health to verify the account so when asked to close the account and mail the check to the address listed, i was told the account needs to have a XXXX balance. at this point this bank is effectively stealing XXXX dollars from me. if additional verification is needed for an account that is fine but don't take in money or open the account until the verification is completed. this is a very shady practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60178
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I attempted to open an account at a branch and was denied due to a " charged off account '' -- - I never did any business with SunTrust however am a victim of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Violation of Cares act and XXXX XXXX. Can't get anyone on the phone- yet again. Conflicting letters sent, along with a paper they want me to sign agreeing to the forbearance terms 1. not what was discussed 2. violation of Cares and XXXX XXXX ( who holds my loan ) to report to credit agencies and can not make all the money due plus the 4rth payment at the end of the loan and fees ( which they aren't allowed to charge.3. Sent conflicting letters ( see attached ) 2 different dates, XX/XX/XXXX and XX/XX/XXXX. 4. no one answers the phone and despite being given email contact they say they can't communicate that way- are you kidding me??? I can contact a supervisor but you can't get through to them either. Contacted an attorney and have a meeting Monday to pursue legal action. Funny after I contacted you the last time when I couldn't even get someone to call to set up forbearance they called in 2 hours. This is beyond ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60187
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXX XXXX a note in the amount {$80000.00} for a personal loan through SunTrust bank was due in full. The original loan was taken out by myself and my x-husband over 10 years ago. In XXXX we filed for divorce and the judge in our case assigned the entire debt of the loan to my x-husband. For the past 4 years I have desperately tried to get SunTrust to assist me in taking my name off the loan. SunTrust told me that only my x-husband could take my name off the loan. SunTrust then refused to help me in this matter even after I filed my first complaint with the CFPB a few months ago. SunTrust told me to wait until the note was due and see if my x-husband would pay it off or not. So here I am trying again to get the bank to tell me what happened exactly with the note and they have refused to tell me specific information that I need to know in order to determine what plan of action I need to take. I have no way of receiving any mail from the bank because it goes directly to my x-husband. He refuses to share any information from the bank about our loan to me. On XXXX XXXX I called SunTrust bank and explained my situation on how I have been denied information for a loan that my name is attached to. A bank representative gave me the name of the individual that had been assigned to our case. I was then told that the note WAS NOT paid off only a payment of {$1400.00} was made on XXXX XXXX. So since that date I have called this individual 4 times and left detailed messages on why Im calling and asked him to call me. I have NEVER received a return call and it has been well over a month. So on XX/XX/XXXX I called this representative one more time to then have a recording tell me his voicemail box was full and would be unable to leave a message. I was irate at this point and called SunTrust again for help with getting this man to call me!!!! I even began to doubt that this person even worked for SunTrust bank. The bank told me he was still employed by them and they sent him a direct emailed asking him to contact me as soon as possible. The bank told me if he didnt get back with me to call them back. This is absolutely ridiculous and unprofessional in every way. I do not know what else to do in order to get help with this matter, so Im filing this complaint in order to see if the CFPB can contact SunTrust for some answers in my case. Please feel free to contact me at any point and I can provide the exact name of the individual at the bank that has refused to assist me. Respectfully Yours, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28461
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: While still living in XXXX I opened 2 accounts ( checking and savings ) with SunTrust ( NOW TRUIST ) in XXXX XXXX XXXX online. I made my husband the secondary account holder ( it was an option ) and transfered {$1000.00} into each account. I did this so that we would be all set once we move there in XX/XX/2020. The bank sent me temporary check and deposit slips as well as an ATM card. Shortly after receiving the items, we received a letter stating that the accounts had been closed due to " Rules and Regulations for deposits '' and the money was returned in same letter. We called the Fraud department of the bank but were told that any more information was not available. When we moved to XXXX we contacted SunTrust ( now Truist Bank ) to open a new account. We were told that the " closed '' accounts could not be reopened. To the question if we could just open a new account, the answer was no at first. After probing and speaking to various departments over an hour on the phone, we finally got to XXXX in the Consumer department who told us that only I, XXXX XXXX, could open an account but my husband XXXX could not. XXXX received this information from the back office, as she called it, of the Fraud department. Further questioning revealed that I, XXXX, wouldn't even be able to give my husband access to the account. My husband got on the call with XXXX and after another check with the back office of the Fraud department was told that SunTrust will not allow my husband to open an account and that he was banned for life of doing business with SunTrust. We were told that the Fraud department refused to speak with my husband nor are they willing to give any explanation as to what the issue is or allow him to address and/or defend himself against any possible falsities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A