SUNTRUST BANKS, INC.

2019-04-30

Charlotte, NC

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-04-30

Charlotte, NC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Seneca, SC

Incorrect information on your report

Checking or savings account: Checking account

Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Virginia Bch, VA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Patterson, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-29

Concord, NC

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Oxford, GA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: On XX/XX/XXXX, my credit card was apparently used at XXXX XXXX # XXXX ( {$2000.00} ) and XXXX # XXXX ( {$860.00} ) in XXXX, GA. I still had my physical card in my wallet, but was later told by my credit card company, Suntrust, that a chip reader was used for the purchases. The purchases were both made between XXXX and XXXX XXXX EST. I saw the charges online, froze my credit card, and called Suntrust within a couple hours of the purchases being made. I was in XXXX County ( XXXX, Ga ) at work at XXXX XXXX XXXX during the time of the purchases which can be verified by my clock in/clock out times. I contacted the merchants XX/XX/XXXX and was informed that they did have video recordings for the investigation. I contacted the police but did not file a report at that time since I was told I would have to go to XXXX to do so, and I live in XXXX, Ga ( my credit card billing address is in XXXX at my parents address ). The fraud investigation was done through the credit card company and I was emailed on XX/XX/XXXX that the claim had been denied, and the charges were deemed valid. At that point I contacted multiple people at Suntrust including several supervisors and was informed I could not speak to anyone from the investigation and they had no further recourse. The only reason I was given for why the claim was denied was that a hip reader was used. I spoke with a branch manager in person, and he filed a formal complaint with the company. I was also told an escalation email had been sent to the fraud investigators but that they may not respond to it. I filed a police report on XX/XX/XXXX to try and retrieve the video footage and information regarding whose XXXX XXXX membership was used for the purchase as I am not a member of XXXX XXXX. I did not authorize nor do I have any knowledge of these charges, and I am currently being held financial responsible for them on my Suntrust MasterCard credit card. I have been told by the company there is nothing else to do about the situation which sounds insane to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Commack, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Niantic, CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My Suntrust account is now closed and I need copies of statements from the month of XX/XX/2018 until time of closure, I do not have access to my online account as again, it is closed. I require these statements in a PDF file format in order to attach to a separate complaint against XXXX XXXX. XXXX XXXX stopped payment on a close out check in XXXX of 2018, which was deposited to my Suntrust account. A subsequent replacement check was sent and intercepted by a third party, cashed in my name without my conest or knowledge. The funds were stolen, XXXX XXXX refuses to reissue check for funds owed to me. These statements are required to show the intercepted check was not deposited into my account and is in fact overdrawn due to stop payment mentioned prior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-29

Baton Rouge, LA

Problem with a credit reporting company's investigation into an existing problem

Vehicle loan or lease: Loan

Was not notified of investigation status or results
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-27

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-27

Discovery Bay, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: My mortgage with Suntrust Bank was sold off to another company in XXXX this year. I am trying top refinance but the data Suntrust supplied to the credit reporting agencies was missing or not complete. I called Suntrust weeks ago and asked for a 5 year record of my payments on my mortgage ( # XXXX ) and was told they would only mail it. It's been a couple weeks and I have received nothing. I aske if the could email it but that wasn't an option. This is holding up my loan application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-27

Phila, PA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

GA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: a PAYMENT WAS SENT AND WAS SUPPOSE TO BE RECEIVED XX/XX/2019. tHE PAYMENT HAS NOT POSTED TO THE ACCOUNT YET.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

Shulerville, SC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I purchased what I thought was XXXX dollars of XXXX Clothes. In XXXX on the XXXX I discovered I was billed over XXXX! I immediately called Suntrust I was told to wait 6 months. Over and Over again. I was told to wait 6 months. I waited six months. In that time I contacted the seller 5 times to no answer. I contacted XXXX. They sent an email stating it would have to be a bank reversal as this consultant had no answered their emails or calls as well. I opened a fraud case # XXXX. First the money was put into my account and then I received a letter. It said they had made a mistake and took it out XX/XX/XXXX. Next I received a letter saying I had to file within 60 days so they closed the case, I was told 6 months via phone in customer support NOT 60 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

E Haven, CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-26

Bath, SC

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Complaint: CD Issued XX/XX/XXXX for 1.35 % annually. CD for XXXX. XXXX percent time XXXX is XXXX interest. The CD matured at XXXX. Short XXXX. I called them XX/XX/XXXX and they have not returned a response. I called today, and got no where. CD is with SunTrust Bank, XXXX. XXXX XXXX XXXX, TN, XXXX. If they short every consumer then they make a lot of extra money. I do not have a scanner to I can not upload the documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

Rockwell, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I started to request requesting my PMI to be taken off my account. Each time i have to reach out to a generic email box. I have now been trying to work this out with them since XXXX and i have had to make 5 payments as a result. It literally takes 25-30 days for anyone to respond in between each response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

NC

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I made a payment to XXXX using my checking account with SunTrust for $ XXXX XXXX, 2019. SunTrust reversed the payment to XXXX which resulted in a {$27.00} return check fee added to my balance. SunTrust reversed the payment without my consent or knowledge. I requested SunTrust to return payment but it refused. XX/XX/2019 XXXX XXXX Denied Balance Payment Loading transaction details for XXXX XXXX Denied Balance Payment - negative {$27.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

NC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: I canceled my debit card with Suntrust because the card was lost or stolen. I was issued a new debit card with a new card number. I did not give out my new card number to XXXX. I decided that I no longer wanted to do business with XXXX. XXXX kept trying to charge without my consent but I ignored it because I had a new card number. To my dismay XXXX charged my new debit card. I did not give out the new card number. I called Suntrust and they said that Mastercard gives the merchants your new account numbers if the merchants are part of a program. I could not believe what I was hearing. I talked to a supervisor and they said they same thing. So my problem is Mastercard should not have to the right to hand out my debit card number to people without my consent or knowledge. That makes me feel that my money is not safe at all. Anyone can have access to your old card number and try to purchase something. Mastercard will allow Suntrust to let those charges go through that is what I was told.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-26

OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Suntrust is refusing to apply payments to my account, showing that I am in default of my loan or much more late than is actually accurate. On XX/XX/XXXX, the payment for XX/XX/XXXX was credited. ON XX/XX/XXXX, XX/XX/XXXXwas credited. On XX/XX/XXXX & XX/XX/XXXX, payments on {$1000.00} each were made and were not credited to my account. Those were payments for XX/XX/XXXX and XX/XX/XXXX, thus bringing the loan current. As of today, Suntrust is holding {$2100.00} in a " suspense '' account. If they were to actually apply these funds as they lawfully are supposed to, my account would show as current. I currently only owe XX/XX/XXXX, which I will pay tomorrow, but it is not the end of the month yet so I am not 30 days past due but Suntrust is showing almost 90- days which is quite inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-26

Cordova, TN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-25

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-25

Mville, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-25

Mount Pleasant, SC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response