SUNTRUST BANKS, INC.

2019-04-01

Belleview, KY

Applying for a mortgage

Mortgage: Other type of 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

2019-04-01

Atl, GA

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2019-04-01

Lk Buena Vis, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I made a money order deposit at a SunTrust Bank at XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX. While making the deposit the ATM machine malfunctioned and went offline. I was unable to complete the deposit however the ATM kept the Money Order and only returned my card. I called a SunTrust rep that morning of XX/XX/XXXX informing them of the issue with the ATM. The rep told me I see the deposit of {$360.00} on my screen and you will get credit the following day at XXXX. I did not get the credit. I went to the bank branch and spoke with a rep there who told me I would have to wait a week until the ATM was opened and then I would get the credit for the deposit. The week of XX/XX/XXXX I received the credit of {$360.00} for the money order. On XX/XX/XXXX, nearly 6 weeks later SunTrust reversed the deposit resulting in {$180.00} dollars in check charges to my account. Total withdrawn was {$540.00}. I want my funds returned to my account immediately until this matter can be resolved by either the bank or the money order issuer tracing the money order. This will be difficult as I no longer have the receipt for the money order. I want to know why it took 6 weeks to say they could not find the deposit. This is a bank error and I should not have to suffer financially and be unable to meet my obligations for something they did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-01

Atl, GA

Applying for a mortgage or refinancing an existing mortgage

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

2019-03-31

Oxford, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I opened an account with suntrust bank on Wednesday night ( XX/XX/19 ) online. I had an insurance check to deposit for roughly XXXX on Thursday. I opened account to just start fresh with the amount of money which I was depositing. They explained possible holds on he check etc, and I agreed that was ok and what not. Friday morning I get from suntrust bc I signed mobile alerts via online banking that the check cleared bc it was local and insurance so easily verifiable. I went into the bank had to do a signature card to get money our which seemed normal. Took a small amount and went about my business. Later Friday I decided to check XXXX via online banking. Mysteriously I could not log in said my account had been restricted. I called and they really couldnt tell me anything but I was working so I didnt have much time. He told me I need to talk fraud department. So I noted it planed to call Saturday morning along with going into a local branch. I called on the way the guy told me that suntrust had needed the relationship between me and them keep in mind but could tell me any reason as to why or what happened but assured I could go into the branch and withdraw my money keep in mind it stated that all calls are recorded. I get to the branch and basically the lady to me that they lied to me to get me off the phone, that the issue still having no clue what it is and still dont have a clue was above branch level and she could not do anything. So I have no idea whats going on I made her call corporate hoping to get some sort of answer as to how to get my money and why they closed the account. Nothing. I was there for almost 3 hours. I called myself to this time telling me I had to wait 30 and they will mail me a check and I asked for fraud department, had me on hold for 1 hour and 48 minutes to have answer the call after I was transferred. 3 different stories I was told. With this being insurance check I have much that has to be paid for ASAP as its destroying my credit. All I want is to be able to withdraw my money. She told me if i had a refund after their investigation they would mail it to me??? We are talking XXXX if I have a refund? I just need help in this matter to get my Money from this bank that after reading reviews is not far from crooks. She could even give a paper stating what my balance or anything is, ridiculous. Please help asap
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-30

Atl, GA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

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

Timely Response

2019-03-30

Appleby, SD

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

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

Their investigation did not fix an error on your report
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

2019-03-29

Brentwood, TN

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-03-29

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I filed a claim about SunTrust forcing me to pay a home inspection fee to have my PMI dropped even though my balance to original value had reached 78 %. They ignored this and forced me to pay {$450.00}. CPFB became involved and resolved issue and {$450.00} was returned. HOWEVER after thinking the problem had been resolved I received another letter dated XX/XX/19 stating that a {$450.00} appraisal fee was assessed and charged to my account. I was stunned, frustrated and at this point lost all faith in SunTrust and its ability to manage my loan without errors. I called The Executive Services Dept. The dept. that sent me the original letter dated XX/XX/19 saying the issue would be resolved and funds returned to me. I spoke with a man named XXXX XXXX who promised to get back to me to resolve this new issue. He NEVER bothered to return my call. I expected the new mortgage payment to reflect the removal of {$58.00} PMI amount. That occured for one month and then the payment went up higher than it had been while I was still paying PMI. I was told something vage about 'projections ' as well as an escrow shortage of {$450.00}. They have been aware of the change of insurance carriers for 3 weeks now which will result in a lower insurance rate by {$160.00} per year or {$13.00} per month. ( I have heard nothing from them ) AT THIS POINT I do not trust the lender to be providing me with an accurate accounting of what I actually owe monthly. Trying to resolve this myself when my calls are not returned leaves me no alternative but to contact CFPB again about SunTrust. I am a XXXX senior living on a fixed income, so significant increases and alleged monies owed with no solid or specific explanation much less this continued {$450.00} problem and being ignored have all caused me no small amount of frustration and concern.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-29

Arlington, VA

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 monetary relief

Timely Response

2019-03-29

FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My Suntrust Checking ccount was hacked on XX/XX/2019 and {$420.00} of my money stolen using a XXXX connected account. I want to open a case with local law enforcment, but I need a statement of fraudulent charges from SunTrust. They refuse to provide this list - Even though they have a case ( Fraud Claim # XXXX ) in progress. Than you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-29

Bozeman, MT

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX XXXX Student Loan Servicing with SunTrust Bank was paid in full nine months ago when XXXX XXXX XXXX XXXX consolidated my loans. XXXX XXXX is reporting that it is paid in full. But XXXX XXXX is double reporting- again under XXXX XXXX Suntrust. This the same Parent Plus Loan. XXXX XXXX is only reporting the {$16000.00} paid in full. They don't mention the additional {$4600.00} in student loan interest they collected. I I do not own SunTrust but since XXXX XXXX got paid, SunTrust has begun reporting the account as Open and Delinquent. I called XXXX XXXX/ SunTrust , Recovery Default XXXX and XXXX XXXX XXXX XXXX . Until they ran of resource to send pass me off to. All contracts state that there is no evidence of an account with them. Because I don't have one. But no one knew who is responsible to correct my credit report. However, I am getting turned down for credit. My bank states that I would have excellent credit if SunTrust would take the Delinquent Status off my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-29

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 explanation

Timely Response

2019-03-28

Mount Pleasant, SC

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2019-03-28

Oxford, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My XXXX XXXX account was compromised and a fraudulent charge was made for the amount of {$820.00}. I noticed the charge because I got an email from XXXX XXXX authorizing the charge at XXXX XXXX. I did not see the email until XXXX XXXX. This individual did not have to use my security code on my debit card or use my pin and was able to send money to a different country. The charge was made at XXXX XXXX and the person who picked up the money did so at XXXX XXXX. I do not know the person who picked up the money. I had no way of fighting this charge or preventing this from happening since it all happened within 20 minutes while I was asleep. I did not check my email that day until XXXXXXXX XXXX when I was at work. But I immediately called XXXX XXXX to file a complaint. I filed a dispute with XXXX XXXX. - Pin Code= XXXX - Complaint ID = XXXX. They immediately closed my account. As you can see based on the attachment : The individual changed my profile and sent the money. At XXXX, I changed my password to my XXXX XXXX account upon realizing it has been compromised. My XXXX XXXX account was then de-activated. I also filed a complaint with suntrust and they are refusing to give me the money back and i am extremely upset. I did not even have enough funds available in my account and the transaction went through so I had to transfer funds to avoid overdraft fees. Suntrust should not allowed the transaction to go through. According to FTC, If someone makes unauthorized transactions with your debit card number, but your card is not lost, you are not liable for those transactions if you report them within 60 days of your statement being sent to you. I reported this the same day within hours. I contacted Suntrust Investigator XXXX at XXXX ext XXXX to get this resolved. He never picks up or returns my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-28

Darlington, RI

Managing an account

Checking or savings account: Other banking product or service

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

2019-03-28

Smithfield, VA

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

Timely Response

2019-03-27

Garrett Park, MD

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-03-27

Tampa, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I filed a claim with SunTrust bank on XX/XX/2019 after I realized an unauthorized debit from my checking account of {$510.00} from XXXX dated on XX/XX/2019. I received an email on XX/XX/2019 stating that I would receive a temporary credit while the claim was being looked into. On XX/XX/2019 I received an email from a fraud investigator asking to contact them by phone. After trying to reach them multiple times I spoke to a representative in the fraud department only to find out the claim was still under review. I offered to give them my XXXX statements showing that no debit/payment could be found, I was never given any information on how to proceed and waited to get information on how to proceed. XX/XX/2019 I was emailed stating that my claim was denied and that the temporary credit would be reversed on XX/XX/2019. I immediately requested documents on why it was denied so that I could proceed with the rebuttal but was given little information. On XX/XX/2019 I went to my local branch to get more information on why my claim had been denied. The associate said that XXXX claimed I had authorized the charge. I filled out my rebuttal form and faxed it from the local branch. I felt that Suntrust could not give the proper documentation on why my claim was denied and how to get this resolved. On XXXX XXXX I called XXXX to see if it could be resolved on their end but was told by the representative that they have no record of Suntrust contacting them regarding my claim. I have documentation of emails from Suntrust and my XXXX statements and would like to get this resolved as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-27

Coconut Creek, FL

Trouble during payment process

Mortgage: Other type of 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

2019-03-26

Greendale, MA

Trouble during payment process

Mortgage: Other type of 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

2019-03-26

Kenna, WV

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

2019-03-26

Mobile, AL

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

Vehicle loan or lease: Loan

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

Jupiter, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/XXXX Suntrust allowed XXXX to withdraw {$1100.00} from my bank account, without my approval, using a debit card ending in ( XXXX ) that was no longer active for it was closed by Suntrust on XX/XX/XXXX due to fraud. XXXX was never set up on automatic withdrawal for I would have to go into my account each month and submit a one time ACH payment. XXXX never had my routing number or my bank account number only the debit card information ending in ( XXXX ) which again was used for one time ACH payments. Attached is a timeline along with other proof documents which goes into detail our experience with XXXX. On XX/XX/XXXX we left XXXX due to months of dealing with their billing incompetence. There is no contract for service only for the devices. After we left XXXX they sent return boxes and labels. I returned all 4 phones ( proof attached ). I then received a bill for {$1100.00} which is obviously not correct for we only owed them one month of service. I then received a letter from a collection agency dated XX/XX/XXXX for the same incorrect amount {$1100.00}. On XX/XX/XXXX Suntrust allowed XXXX to withdraw the {$1100.00} using the closed debit card ending in XXXX. I placed a claim with Suntrust that day. Suntrust never retruned my funds while investigating and then denied my claim before they even received my proof. I submitted a rebuttal which after 45 days was denied for their decision did not change, I provided 17 pages of proof to back up my case. I did receive 2 reasons from Suntrust while speaking to two different agents for why XXXX was allowed to steal my money, both were different reasons. 1. Suntrust stated I had a contract with XXXX therefore they allowed them to take an unauthorized payment ( Suntrust is my bank and a 3rd party that should not have been involved in civil matter ) 2. Suntrust stated XXXX was able to use a prior one time ACH payment approval code to push the unauthorized payment through on the closed debit card. ( I do not see how that is lawful for a one time ACH payment is for a specific amount for a specific date and is a one time payment )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-26

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX I noticed a major ACH withdrawal from my SunTrust Checking Acct in the amount of {$7500.00}. I immediately contacted SunTrust and told them this was fraudulent and to stop payment. SunTrust was able to inform me the name of the person to whom the ACH was issued ( XXXX on behalf of XXXX XXXX (? ) ), and I again disputed this transaction as authorized. They issued Claim # XXXX, opened a new checking account, and transferred the remaining funds from the original account. Approximately 1 hour later I noticed a large ACH withdrawal from my SunTrust Savings Acct in the in the amount of {$2100.00}. I immediately contacted SunTrust and told them that this was fraudulent, it just occurred, and to stop payment. This payment was to XXXX XXXX via ACH. SunTrust issued Claim # XXXX. At this time I am being told that this is all under investigation and it will take approximately 7-10 business days to be resolved. SunTrust did not choose to credit my account back with these funds during their investigation. I believe that SunTrust has been compromised for the following reasons : SunTrust gave me the standard statement about protecting cards, online access, changing passwords, etc. This could not have occurred in this situation though. 1 ) I only access this account through my phone, which means that any compromise means that both my XXXX and the SunTrust site were compromised ( and no other bank account at other Banks have been compromised ). 2 ) I only deposit funds into these accounts ( except for 2 auto payments debited from the savings account with 1 of the debits by SunTrust ), and therefore there is not a possibility that my account number ( s ) are out there in the world to be compromised. 3 ) I have not cards, checks, etc. for these accounts in use. I expressed my concern that anybody in the world can enter in any account number in a payment portal, and there is no safeguard to prevent unauthorized ACH withdrawals. I personally only use Credit Cards for all purchases due to the protections associated with a credit card ( and hence why I don't use checks, debit cards, etc. for any of my bank accounts ). Additionally, SunTrust has no automatic feature to verify a large transaction as with Credit Cards ( i.e., the notifications I receive asking me to confirm a transaction ). Had there been this safeguard I could have declined the transaction before it was allowed to process. In this instance I feel that SunTrust has been compromised, and it is me that is suffering. I am out approximately {$10000.00} with no real assurance this will be resolved timely or in my favor. I feel that we will hear on the news 6 months after SunTrust and XXXX XXXX XXXX merge that " they were hacked '', but that shouldn't be my problem. I believe that SunTrust should provisionally credit my accounts while they conduct their investigation and get their money back. They know where the money went, and we issued Stop Payments on the ACH payments while they were still " pending ''. Why it takes 10 days for the Consumer to get his/her money makes no sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response