Date Received: 2020-02-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My father passed away XXXX XXXX he had an XXXX XXXX XXXX. He didn't have an will or an power of attorney, so my sister and I had to go to the Power of Wills to get everything straighten out between us. I'm the oldest so I had to be the executive of all his processions. He had three cars and his house. Two cars where sold and the XXXX I took in late XXXX I had called Regional Acceptance where my father had to pay his payments. I explained to them what was going on and sent all my documents I needed. I begin taking over the payments of XXXX. Granted I was late making them because I just got in to starting to pay where he left of from where he passed. Everything was okay until probably the end of XXXX by then I had paid four payments. I began to get phone calls from Regional stating that I wasn't suppose to have the car because my name wasn't on my fathers loan with them. I asked them why wasn't it told to me in the first place about the loan and what it was for or maybe how I could take over that. But I got no answers just harassing phone calls saying they was coming to get the car and that I couldn't do anything about it. I told them I wanted my money back because I had the right to get it back. at the bottom you will see the attachment that I sent to them and I haven't got any response back. Could you please help!!!!! Thanks XXXX XXXX I can be reached at XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My complaint is against Suntrust bank and their treatment of XXXX people. I submitted a pay for my internet bill and was short {$44.00}. They immediately began charging me overdraft fees. At this writing if have been charged almost {$200.00} in overdraft fees. I do not have that kind of money. I will be receiving Social Security benefits in 9 months until that time I have no income. I went through my savings because it took Social Security almost 5 years to approve my case. In the several times I called Suntrust Ive had to ask to speak with someone in the USA because I cant understand the XXXX language. They have passed erroneous information back and forth because of the language barrier. They expect me to know and understand how their system works and if you ( I ) cant figure it out they treat you in a demeaning and disrespectful way. I need help because Im XXXX and cant fight a bank and people who are not XXXX cant fight them either. XX/XX/2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a checking account XX/XX/2020 with a large sum of money at a SunTrust bank in XXXX XXXX, Fl.for the closing on some property. On XX/XX/2020 received letter from SunTrust bank saying funds would be available XX/XX/2020. Two days later I went online to see if funds were in account and access was restricted, called the number that was listed to call and account was closed. No explanation was ever given as to why as of this date after calling and getting no where. Still haven't gotten my money back and they give me a different excuse each phone call. That is my money not theirs to sit on and make money. I am not the first to file complaints about this bank because they have done to numerous other people. You have to make people aware of this bank. I want my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2019 we entered into a legally binding agreement with Suntrust to begin a Trial Period plan which was required before completing formal loan modification. Suntrust provided us with very specific instructions to make three trial payments on specific dates. We were advised we were not to deviate from the plan or the loan modification would be denied. The trial period began on XX/XX/2019 where we paid {$4100.00}, with subsequent payments of the same amount on XX/XX/XXXX and XX/XX/XXXX for a total paid of {$12000.00}. We followed their directions exactly as outlined to us and completed the Loan Modification in XX/XX/2019. After applying for a new mortgage recently we were denied because Suntrust reported that we were 120 days late for five consecutive months ( XXXX XX/XX/2019 ). We feel that this is a violation of the Fair Credit Reporting act as we were under a formal agreement with Suntrust during those months and were following detailed instructions which included making trial payments. In addition Suntrust reported different information to XXXX than they did to XXXX & XXXX. They reported that payments were made to XXXX for XXXX & XX/XX/2019 and reported NR or no report to XXXX and XXXX. I have attached a copy of the trial payment agreement as well as a copy of a court case ruling. After doing research on our situation it became clear that many others had the same scenario happen to them. I found one case where a judge with the US Court of Appeals ruled in favor of the borrower that the lender violated the Fair Credit Reporting Act. The 6th Circuit rejected the servicers argument that the Home Affordable Modification Program guidelines encouraged, but did not require that they report a TPP. The court acknowledged this distinction but noted that [ r ] eporting that [ a borrower ] was delinquent on his loan payments without reporting the TPP implies a much greater degree of financial irresponsibility than was present here. https : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SunTrust issued a 1099 misc to me showing non employee compensation of {$6000.00}. It took me several days and fruitless phone calls to SunTrust before I realized on my own that one of many insurance claim disbursements funneled through the incredibly unhelpful loan loss departments at SunTrust was for the amount reported as income ''. These funds were for hurricaine irma damage to my home. In total $ XXXX was held by them on my behalf in a no interest bearing acct. v unfair. I called the loan loss dept in XXXX First I was told that I must pay taxes on homeowners claims. I couldnt speak to a supervisor but one could call me in 24-48 hours. Outrageous that they made a false report of income to irs and you cant speak to anyone who understands issue. I called customer service and a v helpful lady told me shed had a number of customers issued these forms in error this year and last year! How do they get away with such a harmful mistake for more than one year? after a week or two someone called and told me it was all fixed. Ive been told that a corr3cted 1099 was issued XX/XX/XXXX but I have not received it as of XX/XX/XXXX. I did get a corrected 1098 int so apparently they have sent two pieces of incorrect info to the irs about me. If I hadnt worked in the tax field I would have put this {$6000.00} on my tax return s income and paid XXXX in taxes that I did not owe. No doubt hundreds of their customers have done this. Why dont they have to go back and identify all mistaken 1099s that they issued and work with irs and customers to resolve. This is a serious misuse of my social security number and personal info in my experience. I need a copy of the corr3cted form and a letter admitting to their mistakes do that I have documentation if the irs relies on their bad info to hold up my refund or to issue me a bill. You arent allowed to email them and all representatives tell you they have no direct phone number. I went to a branch to try and get a copy of the corrected form but even they cant penetrate the barrier SunTrust has erected between them and their customers. The lady at the branch was told that I could print this form from their online banking site. Untrue! It is not listed in the document section of my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34119
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello, I have a credit card wit SunTrust credit card company and I call them on XXXX XX/XX/XXXX to find out out to go by as I want to pay 2 promotional balances before the due date, which one is on XXXX {$1900.00} and the other balance is on XX/XX/XXXX for {$760.00}. The agent and supervisor told me if pay that balance, they couldn't allocate the payment to the promotional balances, instead my payment, total on both promotional {$2600.00} will go towards my new balance. I other words, thay can not be apply to the promotional balances. Which I found not correct, because they these two promotional balances are showing on my statement, meaning I could pay, why then, they put it on my statement. Their response was that I could pay the whole balance, which I'm not ready for it, neither I have that money, again, why then you are putting something on my my statement when the bank is not ready for me to pay. I do believe they are not been honest. I pay my credit card bill through an automatic debit every month and I don't even pay the minimum, but I will like to at least pay the promotional to avoid to have to pay high interest when they mature. Please help me as I believed they are not correct and the statement is not transparent, neither clear. Thank you very much!! XXXX XXXX cel number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is my third complaint filed in the last 5 days. The previous ones can be referenced as numbers XXXX and XXXX filed on XX/XX/XXXX and XX/XX/XXXX respectively. Since the second complaint was filed and after two emails sent to SunTrust 's senior Vice President, XXXX XXXX, I was finally contacted by a person in the Executive Services Department trying to resolve the issue created by the bank arbitrarily holding a {$10000.00} check for ten days as of today. I also contacted the SunTrust regional manager over their branches. Both offered to help but after three days, each contacted me to say that they had reached out to the SunTrust fraud department " back office '' only to find that the folks in charge there are steadfastly refusing to release my funds until XX/XX/XXXX - twelve days after they were deposited. This in spite of the fact that the issuing bank has confirmed that they funded their check on XX/XX/XXXX. Seeking contact information with the fraud department, everyone I could talk to has made it clear that the fraud staff are " not client facing '' which means they are unreachable for an appeal. Likewise, the executive offices are hiding behind a stone wall. Lower level employees have all maintained that the executive offices have no phone numbers. That's obviously not true! I complained that the only fraud being committed in this case was being perpetrated by SunTrust 's fraud department. They have had my money for nearly a week and still won't clear the deposit check into my account. At this late date, nothing more can be done to hasten the process. But still I want the complaints I have filed to be made public and to have the government send notice to the bank that their behavior is being observed. I have been with SunTrust for 35 years and have never had a check held before. The entire staff whom I have been able to contact have been unmoved by my dilemma, and unhelpful in finding a solution. Incompetency in doubling the hold by withdrawing not {$10000.00} but {$20000.00} from my account and then using the automatic " overdraft protection '' to overdraw a second account by nearly {$7500.00} only added insult to injury. Those steps effectively deprived us of access to all our cash in the bank for a couple of days. This has been maddening. When we get our cash on XX/XX/XXXX, we will immediately open new accounts with a competitor so that SunTrust can not bully us again in the future. Ironically, the merger with BB & T seems to have emboldened SunTrust to run roughshod over even longstanding customers. The new name, Truist, is a complete joke. These folks are proving to be dishonest and unethical in the extreme. My advice is to stay away from this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30071
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2020, we opened a business account with Suntrust, making the opening deposit the same day. After the initial deposit, 3 additional deposits were made : 1. XX/XX/2020, {$500.00} ( XXXX XXXX Money Order ) 2. XX/XX/2020, {$1200.00} ( XXXX XXXX Money Order ) 3. XX/XX/2020, {$1200.00} ( XXXX XXXX XXXX ) I was made aware on XX/XX/2020, the account was in a " no-debit '' status, after I logged in to see a payment returned of {$50.00}. I called customer service to ask why the payment was returned, when there was more than enough money in the account to cover the charge. The representative was not able to provide any additional information, but guessed it may have been all of the required documents were not in. I explained, all the documents were in, that I had submitted online, and inside of a local branch several times. At that point I requested to speak to a supervisor. The supervisor explains that it looks like the account was going to be closed, and that Suntrust had decided to sever ties with us. She stated it would be 3-5 business days to completely close the account, and I should receive a check for the remaining balance 5-7 business days after that, and she was not allowed to disclose why the account was being closed. Today, XX/XX/2020, I called to find out when we should expect the refund, and I was told the funds were being held. It was implied the money orders may have been fraudulent. I asked how long does it take for them to release the funds, and the customer service representative relied, indefinite. He explained he was not allowed to disclose any additional information. I explained these money orders are payments from the tenants in my rental property, and I would need additional information so I would know how to proceed. He apologized but didn't disclose any information. I called both money order companies to confirm they have been cashed. Both companies confirmed the date of purchase, the amounts, and dates cashed of the money orders. I then called Suntrust to make them aware, and I was told Suntrust would not be releasing any funds. They advised me to tell my tenant to return to the place of purchase to file a claim, and that was my only recourse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/2020, account opened for checking and savings account on Suntrust.com XX/XX/2020, Suntrust debited my other bank for {$100.00} and for {$50.00} to fund my checking and savings account at Suntrust. They sent me welcome emails and information packets to my email welcoming me to Suntrust. XX/XX/2020, unable to log into my Suntrust account, no email received. Called Suntrust, they stated account had been closed due to undisclosed reasons. They said they didn't see any balance on the account and no money had been added to it. When told funds were added upon opening, they said if so then it would be refunded back to my debit card that I funded it from. XX/XX/2020, funds not refunded, still missing {$150.00}, when I spoke to Suntrust again, they told me the account was closed and they didn't see any money was added to my account but if it had been then a paper check would have been mailed. Problem : Opened account but it was closed without notification. {$150.00} was never refunded back to me after Suntrust took it from my other bank account to open my checking and savings.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30705
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted SunTrust in XXXX asking them what the deal was with my property taxes since the county had not split the property. The person I spoke to assured me that this was not abnormal and that the county would issue a new bill in XXXX. This was thoroughly untrue. Property taxes were due on XX/XX/2020. My taxes were unpaid by SunTrust. I contacted SunTrust in XX/XX/2020. I was given just about every reason including that SunTrust had paid the taxes. The representative merged in a representative of the XXXX County Tax Office who assured her taxes were due on the XXXX, they had not been paid, there was a late fee. The representative kept saying she needed a bill in my name and the XXXX County Tax Office assured her no bill for XXXX would be in my name but that taxes were still due. XXXX County offered a bill showing the unpaid taxes. SunTrust could only accept it by mail or by fax. XXXX County could only email it. I received the email and forwarded it by fax to SunTrust on XX/XX/2020. I was told it would be resolved within 10 days. To date, my taxes are unpaid. My property has unpaid taxes yet SunTrust has an escrow account with nearly {$12000.00} in it. My unpaid taxes are {$7800.00} plus a late fee of {$540.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A