SUNTRUST BANKS, INC.
Consumer Complaints
There are over 9413 complaints on file for SUNTRUST BANKS, INC.. Dated between 2019-12-09 and 2011-12-01.
Complaints Page 32
2019-04-25
Stevenson, MD
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: Several things. I filed a chapter XXXX on XX/XX/XXXX. According to rule 3002.1 XXXX : XXXX, the bank must send notice to my attorney and me when interest rates change. I have made 5 payments since XX/XX/XXXX, and my attorney and I have only received one letter advising us of a rate change and the amount due, and that was in XXXX for the XXXX payment. this month, I owe {$700.00}, my rate has gone from 6.49 % in XXXX to 6.75 % today, my payment has gone up {$40.00}. The fed has not raised rates in that time. Can the bank just raise my rate indiscriminately at their whim? I was told on Tues. that my annual rate is 22 %? It's very important to me to keep my home and make payments on the heloc, they are making this impossible.
In trying to reconcile this with Suntrust, many questionable things happened. I was told to file the form for modification, which I did, many times. Earlier this year when I filed the last one and was rejected, I was told that suntrust Bank doesn't do modifications, they only do hardships. when I asked why I was told to keep submitting applications, he said we can't tell you not to. I've asked many questions, and can not get an honest answer from anyone. I'll attach more of what's happened in the past.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-25
Bald Head, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX DOB : XX/XX/XXXX XXXX XXXX DOB : XX/XX/XXXX SunTrust Mortgage Bank Loan number : XXXX Tracking number : XXXX Case Number : XXXX XXXX Homeowners Insurance Policy Number : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Wind Policy Number : XXXX XXXX XXXX XXXXXXXX or XXXX XXXX XXXX XXXX XXXX Claim Number : XXXX Issue : Scheduling a 50 % Inspection the lease on my rental house expires on XX/XX/XXXX. I was evacuated from hurricane Florence. My house had over {$350000.00} of damage and is currently not inhabitable. My immediate need is to have an inspection to collect insurance monies for work completed so my contractor will continue to rebuild my house. I have no place to live after XX/XX/XXXX so timing is critical. I discussed this issue several times with Suntrust with no understanding or effort on their part to correct this problem. I originally called for a 50 % inspection on XXXX/XXXX/XXXX. I followed up after 5 working days on XX/XX/XXXX. I called a third time on XX/XX/XXXX. I called a fourth time on XX/XX/XXXX and a fifth time on XX/XX/XXXX. I was told an inspector called me on Friday, but I have no records on my phone of any type of call. As of XX/XX/XXXX, no inspector has contacted me. This represents a time period of 18 days. SunTrust states that an inspector will contact me within 5 business days after I request an inspection. What is the issue? As of XX/XX/XXXX, no inspector has contacted me.
Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-04-25
Oxford, GA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: Had checking account number used to order checks on Suntrust account. Official Suntrust check company is authorized to send checks to any address without any attempt to verify change of address. Two checks cashed with fraudulent signatures at 2 different Suntrust branches on SatXX/XX/19. Fraud department notified within hours by phone. Went in person to branch and fraud was reported to fraud dept again by bank representative. Told to come back XX/XX/19 because payments were still pending and they couldnt do anything even though bank representative was able to obtains photos of the fraudulent checks from the branches. On XX/XX/19 I returned to branch and official fraud case was finally opened. Told 15 calendar days to investigate. Have called several times to get updates, once told case was closed, then it was still open, then we needed to fill out affidavits 4 weeks after case supposedly being investigated ( they were specifically asked if we needed to do that on day one and they said no ). We have filed a police report, filled out affidavits and can get no information on status of case. Bank representative is trying hard to get info but is no more successful than us. This is a substantial amount of money we have been without for almost 6 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-25
Wrightsville Beach, 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
2019-04-24
Chapel Lakes, FL
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-04-24
Closing an account
Checking or savings account: Checking account
Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-24
Greensboro, 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: THEIR WAS A {$2400.00} CHARGE ON MY MY SUNTRUST MASTERCARD ON XXXX-XXXX-2017 THAT I DIDN'T AUTHORIZE. IT WAS PAID TO XXXX XXXX. I TRIED TO CONTACT THE BANK AND WAS TOLD IT WAS LONGER THAN 18 MONTHS AND THEY COULDN'T DO ANYTHING.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-24
San Antonio, TX
Managing the loan or lease
Vehicle loan or lease: Loan
Problem with additional products or services purchased with the loan
Complaint: I traded my vehicle in on late XXXX. I had an extended warranty through SunTrust. The dealership sent the check for the remaining warranty reimbursement to SunTrust in XXXX. I called SunTrust to inquire about my refund and they informed me since my loan was closed, they send the check back to the dealer and then the dealer will reimburse me. I contacted the dealer on XX/XX/XXXX for a status and they informed me SunTrust cashed the check on XXXX in the amount of {$580.00}. I called SunTrust Loan servicing and they informed me the check was sent to dealers services and the man on the phone could not help me. He sent me to SunTrust Dealer Services and the man that answered the phone told me they only talk to dealers. I explained the situation and he said he will get is supervisor on the phone. He transferred me to a number that does not exist and I was cut off. I called back and a woman answered. I explained the situation again and she gave the supervisors direct number and said she would transfer. Again I was cut off. I tried call in the supervisors direct number and it is a number that is not in service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2019-04-23
Darnestown, MD
Closing an account
Checking or savings account: Checking account
Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-23
Lake Charles, LA
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
2019-04-23
Orlando, FL
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
2019-04-23
AL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I never received my escrow statement along with the refund check for {$77.00}. I contacted SunTrust by phone and after almost an hour wait the agent said they would reprocess the escrow statement and check and it should get to me in the next 2-3 weeks. I waited over a month and had not received the document or check from SunTrust even though my escrow account was debited back on XX/XX/XXXX. I followed up by sending a secure message through online banking on XX/XX/XXXX and the only update I received was directing me to a site that no longer exist to receive updates. I would like a copy of my escrow statement along with my refund check I am due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-23
Barretville, TN
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report
Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-22
Dundee, FL
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-22
Hidden Valley, NV
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
2019-04-22
Managing an account
Checking or savings account: Checking account
Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-04-22
Washington, DC
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
2019-04-20
Washington, DC
Struggling to pay your loan
Vehicle loan or lease: Loan
Denied request to lower payments
Complaint: I surrendered my car two years ago because of hardship. I could not keep up with the payments..I really believe that the vehicle was way over priced. I needed it because the one i had prior from the same dealership had computer problems, that could not be remedied. So i needed another vehicle for work at that time. After getting the vehicle i looked at the " blue book '' value and realized that i was charged {$15000.00} dollars more then the car was worth and payments almost {$500.00} a month + insurance. So when i could no longer work because of health issues. Which I relayed to the lender. And was put on a payment plan.I found myself struggling to survive. I am on XXXX now. I received a letter from XXXX XXXX XXXX with an offer to pay 25 % of the debt. I called and was told i would have to pay it off in 3 month. When i called back. I got another irate representative that told me that i could not pay what i had agreed on. I ask why,,, she demanded that i pay the whole amount. Because of my XXXX i can't afford to go back and forth with this. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-19
E Laurinburg, NC
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
2019-04-19
Simi Valley, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: RE : Sun Trust Mortgage Loan # XXXX Loss Draft Dept. XXXX ATTN : XXXX XXXX. Box XXXX XXXX, VA XXXX My house burned down in XXXX XXXX in California XX/XX/XXXX. At the time we had a mortgage principal with Sun Trust Mortgage Co. of {$200000.00}. They withheld this amount, which I understand and have no problem with.
According to the mortgage companies own written policies they return {$40000.00} or 20 % of principal balance when reconstruction begins, 50 % of remaining balance when half way through construction and the last 50 % when construction is complete. So far no problem.
We started reconstruction in XX/XX/XXXX at which time I requested that they release the first {$40000.00} in compliance with their own policies. It is now mid XXXX and I have called them 12 times to follow up on when they would be releasing the funds. Every time I call I am told they need more documents which were never mentioned previously, I dutifully send to them.
They frequently say they do have all the documents and I will receive a check within 3 to 5 business days. Nothing happens, I call back and now they need more documents that were never previously mentioned.
They never contact me to tell me they still need more items that they never mentioned previously. I wait a couple of weeks to give them time to send the money then I call back and am told again that they need something else. Every time I call it results is about an hour or more of my time when they put me on hold, consult with other people, get cut off and have to try to contact person I was talking to again. Not possible. Of course, they never call me back even though they repeatedly confirm my phone number. I have spent hours on this effort.
On XX/XX/XXXX my attorney sent them a letter to no avail.
This company is inept and poorly managed. The people on the phone are always very polite and seem to be trying to help but never successful. I can only conclude that management doesn't care enough to staff and train personnel or they are deliberately trying to stonewall refunding my money.
The thing I fear most is when we need to make the final payment to the XXXX and we get this run around trying to have the final funds released. The XXXX shouldn't have to wait for his money but we will have used up all the money we had and be down to the last {$80000.00} which is at Sun Trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-19
Ft Myers, FL
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Complaint: Account : CHECKING XXXX Subject : BANK ERROR : -- REQUEST FOR OVERDRAFT FEE REVERSAL Acct - Checking-Ending ... XXXX { XXXX } XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX XXXX / RE : Request for fee Reversal of overdraft charges As of today 's date : XX/XX/XXXX OVERDRAFT ITEM FEE FOR ITEM {$540.00} XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX as Date XX/XX/XXXX Amount- {$36.00} Running Available balance- {$69.00} total overdraft fees ( - {$72.00} ) dollars I XXXX XXXX, herein submit this message to the Florida Office of Financial Regulations and SunTrust Bank, Inc. customer service . And give notice to the account holder XXXX XXXX, Declined Overdraft Coverage and Protection Service Agreement .. Effective Date : XX/XX/XXXX.
Wherefore, on the date of XX/XX/XXXX, ..and XXXX, XXXX. SunTrust has repeatedly allow the account to be overdrawn. And assessing overdraft charges against my account. Even after being notified of my lack of interest in the OVERDRAFT COVERAGE AND PROTECTION SERVICES, that they currently offer. Furthermore, it is my belief, that SUNTRUST, opted to delay the processing of the XXXX Electronic | ACH Bill Payment. The transaction was setup sometime in the late XX/XX/XXXX. At which, was scheduled to be debited|withdrawn on XX/XX/XXXX. However, SUNTRUST causing the account to be overdrawn ; by giving priority to other transaction items, thus forcing the account to.incurr these deliberate financial discriminating bank fee charges.
SUNTRUST RESPONSE : If the overdraft fees of {$36.00} dollars, are not paid within a specific time frame. And an additional extended overdraft fee charge of {$36.00} dollars, which was automatically applied on XX/XX/XXXX. Furthermore, I have also request for a fee reversal, of the current overdraft charges, in the amount of {$72.00} dollars. That has been assessed against my account. the status of my inquiry is unresolved ....
Respectfully submitted By XXXX XXXX SUNTRUST BANK , INC. | OVERDRAFT COVERAGE AND PROTECTION SERVICE ACKNOWLEDGEMENT AGREEMENT Update your preferences regarding Overdraft Coverage for the selected account. Overdraft Coverage allows the bank, at its discretion, to authorize and pay transactions on ATM and everyday debit card purchases in situations where you have inadvertently spent more than your available balance. Overdraft Coverage & Protection.
Effective date : XX/XX/XXXX I had Decline Overdraft Coverage overdraft Coverage, for the specified account ( s ), and disagreed to the Overdraft Coverage as outlined in the Overdraft Coverage Notice. The NO selection indicates that you have declined Overdraft Coverage for the specified account ( s ). There is no charge for accepting this service.
However, if you have accepted Overdraft Coverage and have a transaction that is in excess of your available balance, you will incur a fee of {$36.00}.
As of today 's date : XX/XX/XXXX OVERDRAFT ITEM FEE FOR ITEM {$540.00} XXXX XXXX ONLINE PMT CKXXXX XX/XX/XXXX XXXX as Date XX/XX/XXXX Amount- {$36.00} Running Available balance- {$69.00} total overdraft fees ( - {$72.00} ) dollars
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-19
NC
Problem with the payoff process at the end of the loan
Payday loan, title loan, or personal loan: Installment loan
Complaint: I have funds in my Suntrust account that will allow me to pay off my loan with their lending company, LightStream. I went on Suntrust 's account to transfer the money, but the site would not allow me to do that. I went onto LightStream 's website, and it would not allow me to make a same day payoff. The earliest I could payoff my loan was Tuesday XX/XX/23. Not wanting to be charged additional money for this, I called. They, too, said I could only make a payoff for Tuesday XX/XX/23. I advised I did not want to pay the additional interest, and they told me unfortunately that is their policy and I will pay around {$8.00} extra in interest because of this. I spoke with a supervisor, who also said I would not be able to pay my account today. I had to schedule something for Tuesday XX/XX/23. I called a local Suntrust branch to ask if I could go to a branch to payoff my account in person, but I am not able to do that, either. I believe this is an unfair and deceptive practice. Although this amount may seem trivial, when multiplied over their customer base it becomes quite the scheme. I believe that if I want to make a payment for today 's date, it should not be refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2019-04-19
San Gabriel, CA
Getting the loan
Payday loan, title loan, or personal loan: Installment loan
Complaint: I received an email saying I was accepted by XXXX XXXX for {$8000.00}. I called the number and gave my information such as bank and social. When it was time for the loan they were going to deposit {$1700.00} in my account but I needed to send it back via gift cards. Lucky for me my account is on the minus XXXX. So they put {$960.00} in the account to make positive but theres a {$700.00} on hold to take out the would make the account - $ XXXX he told me that it was going to take 1 hour to process due and I asked if I should call back tomorrow. He said yes and that I would have to get gifts and send them as proof. So Im minus XXXX with XXXX in my account while thats a {$700.00} pending amount to be taken out
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-04-18
Camden, DE
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
2019-04-18
Sanford, FL
Closing an account
Checking or savings account: Checking account
Funds not received from closed account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation