SUNTRUST BANKS, INC.

2019-03-07

North Hills, NC

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

2019-03-07

Galena, OH

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/2019 at approximately XXXX XXXX my husband, XXXX XXXX, and I were having lunch. He was checking his banking at XXXX XXXX and saw a pending withdrawal for {$1200.00} for Suntrust Bank. We thought we had missed a mortgage payment and added money from savings to checking to cover our $ 2093 monthly mortgage. I remembered that I had received an email on XX/XX/2019 ( approximate date ) saying they had received our mortgage payment and applied it. We were two hours from home. I attempted to call Suntrust over FIVE TIMES ... with wait times equaling over two hours ... I was shifted from department to department when I finally got a human on the phone. No one could find the XXXX that is attempting to be taken out of our checking account..and then the additional funds we transferred from savings to checking was being grabbed by Suntrust also. As soon as we got near home we went to XXXX XXXX to stop payment on the {$2000.00} total. We were told because it was so late in the afternoon they weren't sure they could stop payment. Suntrust ... as far as we can tell ... .insists they aren't taking money out. We have never authorized payments to come out of our accounts and use the bill pay feature when we have a mortgage payment due. Suntrust is an out of town bank preying on the elderly by not having decent phone service and no answers to important questions. I want them to sell our mortgage to someone with reputable service and centers we can go to with questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Baltimore, MD

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

2019-03-07

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

Timely Response

2019-03-06

Jupiter, FL

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: In XXXX, XXXX I secured a car loan with SunTrust, account number XXXX. The loan funds were then deposited into a SunTrust checking acct ( # XXXX ) with enrollment in XXXX. This was confusing as I had never seen such an arrangement before. I have had approximately 10 car loans over the years and this was different than any before. Two years later, I received an advertisement from SunTrust offering me a lower rate of interest for my car loan with SunTrust 's subsidiary, XXXX. I filled out the loan application online with XXXX and received the new loan account # XXXX. My monthly payments fell from {$670.00} to {$630.00}. I was thrilled. In XXXX, XXXX I received notice from SunTrust that the original loan, secured by checking account # XXXX, was overdrawn. I was out of town for the holiday and did not address this problem until XX/XX/XXXX. I have since spoken with multiple people at SunTrust and XXXX and Ive been told that it is my fault that I didnt pay off the first loan when XXXX sent {$29000.00} into that same checking account XXXX in XX/XX/XXXX. That account had still been paying back the original {$670.00} monthly and had run out of funds. I have been automatically sending {$630.00} to XXXX for almost four straight years. I believe there was a bookkeeping error by SunTrust/XXXX that happened when that {$29000.00} was sent to the checking account. I was told by representatives of XXXX that the USE OF PROCEEDS section on page two of my XXXX seven-page document instructed me to use the proceeds for the purpose indicated by you in your application for this loan. I was never told my anyone online or on the telephone that I had to actively do anything to pay off the first loan. The companies offered me the loan reduction. I did not seek it. I was thrilled to pay less on a monthly basis, but I strongly feel that I shouldnt be punished with three more payments of {$670.00} for a loan that shouldnt even exist. I still have four payments of {$630.00} remaining with XXXX. I am stating that SunTrust and XXXX used unfair and deceptive practices. And when I wrote to the executive offices and had FIVE telephone calls with XXXX XXXX in XXXX 's exec offices, I was finally told they would do nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Cheverly, MD

Credit limit changed

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

Complaint: SunTrust Bank closed the overdraft line of credit for my personal checking account in XX/XX/XXXX and did not notify me. I found out in XX/XX/XXXX when I checked my credit report. The line of credit was closed while another financial institution had a hold on my checking account in XX/XX/XXXX ; the court ordered reversal of the hold in XX/XX/XXXX. I talked to people at SunTrust Bank to get the line of credit reopened, including XXXX XXXX, Supervisor of Loan Servicing and XXXX XXXX, Office of The President, but the bank refused to do so. I have never been late in paying on the line of credit, which should be reopened without my having to apply for new credit. The whole situation occurred because of circumstances beyond my control and without me being at fault. I have been discriminated against.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Somers Point, NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Opened account around XX/XX/2019 Funded acoount via ACH in the amount of XXXX around XX/XX/2019 account was closed and online access restricted. bank call center indicating my account has no balance and no record of opening deposit. the canceled debit card number as i do not know the account number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Bino, PA

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

2019-03-06

Caldwell, 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

2019-03-06

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

2019-03-06

Winston Salem, NC

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: On XX/XX/XXXX, {$560.00} of available funds were in my checking account with SunTrust Bank. These funds were frozen and the account was closed. Through multiple phone calls and meetings with the branch manager, I was advised that even though the account was closed, the funds were unavailable to me and would not be available for up to 14 business days. This is completely unreasonable ; I have bills and rent to pay and holding on to funds that were deposited from my employer puts me in a major hard place. I have accounts with other banks and have never had anything even remotely close to this happen before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Tibbs, MS

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

2019-03-06

Hudson, FL

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

2019-03-05

Cartersville, GA

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 explanation

Timely Response

2019-03-05

Wrightsville Beach, NC

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: SunTrust XXXX XXXX - Please kindly accept this as formal notice, requesting the termination and closing of Account ( s ), resulting from SunTrust Mortgage , Inc. failure to repay its Funder sums owed rendering a default upon Account. The undersigned have no obligations or liabilities owing to SunTrust Bank, or SunTrust XXXX XXXX, therefore it is understood, SunTrust XXXX XXXX will return to the undersigned, by transfer, securities and property in Account ( s ) and will no longer accept orders for the transactions after receipt of this notice of termination requesting the closing of any and all Accounts. These accounts would include securities and property recorded upon the XXXX XXXX County Registry and identified as XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX. Thank you, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, North Carolina XXXX and XXXX XXXX ( fka XXXX ) XXXX XXXX XXXX XXXX, North Carolina XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Macclenny, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Following SunTrust Banks repeated mismanagement of our escrow account, My wife and I have been trying to get the bank to close the escrow account since XX/XX/XXXX. They have refused to do so. On XX/XX/XXXX SunTrust sent a letter stating six ( 6 ) requirements needed to be met before they would remove the escrow account. On XX/XX/XXXX we sent a letter by Registered Mail to SunTrust showing that all 6 requirements for closing the escrow account had been met and again requesting that they close the escrow account. The registered letter was received by SunTrust on XX/XX/XXXX as evidenced by the registered return receipt. As of XX/XX/XXXX SunTrust has NOT responded to our letter and has NOT closed the escrow 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

2019-03-05

SC

Closing an account

Checking or savings account: Other banking product or service

Funds not received from closed account
Complaint: Suntrust/ XXXX XXXX XXXX XXXX Complaint My Name Is XXXX XXXX XXXX Company EIN XXXX Company Name : XXXX XXXX XXXX Time In Business 3yrs Merchant Id : XXXX Merchant Id : XXXX Contact Email : XXXX I opened a business account with SunTrust following that I opened a Merchant account as well. I recieved my welcome letter from XXXX XXXX XXXX XXXX letting me Know That I will Have a team of specialist at my service for 2 statements along with my login credentials. Everything Started out ok the first few weeks then on XX/XX/2018 I notice there wasn't any activity in my account I was like, ok I'm going to give it some time the money may not have come to my account yet, so a few days went by and I decided to call SunTrust Risk Management Department and see what was going on and I left a message and XXXX XXXX called my and informed me that my account was on hold and she sent me a email. I began to reach out to my Clients and customers to get this matter resolved. upon me doing so I recieved another phone call from XXXX XXXX Risk Management, Letting me know that I dont have that much time, and I let her know I'm waiting on my clients to put ther signatures on the invoices and I will send it quickly she said ok make sure your do this so soon I said ok. I did so and sent a Email as well confirming just to be on the safeside. I began checking my account and there was still no activity then I find out that my account was closed, I called the department everyday from the end of XXXX until now I have called numerous numbers XXXX gave me and made they sent numerous emails stating to risk management I needed a courtesy phone call. no response straight to voicemail. XXXX XXXX gave me the case numbers and told me to send one to risk management and there department. I spoke to the Guy name XXXX XXXX from XXXX XXXX who did my setup/ application and he wrote 2 support tickets, he then tell me that I just have to wait for the disputes in the mail and for risk management to call me that there was nothing he can do its out of his hands. I also went to suntrust branch to ask for help, they sent a fax with all of the documents XXXX needed. XXXX was there the 2nd time I came in and he told me he was new he just got started. by this time I'm very upset because my accounts are closed and my business account has went to collections because of this. none from the so called team of people was there nor did they offer to help they just started sending me to XXXX voicemail. Now I am no longer able to login into any of my accounts and they did not tell me when will the funds be released eveytime I call it says this account is not recognized and they have blackballed me from being able to open another merchant account, I've been in business for 3 years and as soon as my hard work begins to pay off this happens. They did'nt even offer me a loan or ways to protect my account from getting to that point or ways to help resolve this problem. now my business has taken a hit because of it. Numbers they gave me 1. XXXX option # XXXX supervisor line 2. XXXX 3.XXXX 4.XXXX 5. XXXX 6. fax # for documents XXXX chargeback dep. option XXXX 7.XXXX option XXXX 8. XXXX XXXX option XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Virginia Bch, VA

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

Timely Response

2019-03-05

Basking Ridge, NJ

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

MD

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: After weeks of waiting I was told SunTrust bank would not refund me the XXXX in fees that occurred due to how they handle my overdraft. I set up a over draft protection as directed by bank employee at SunTrust in XXXX XXXX, MD branch. It says it has a {$5000.00} limit which at the time it kicked in when my account went below XXXX. stopped working after only XXXX items went thru ( they charged me $ XXXX/day for unlimited items, that was the agreement at the time I set it up ) Out of the {$1000.00} in bank fees I was charged only XXXX of those are what I agreed to pay {$38.00} /day unlimited items. I was returned only XXXX of these fees and was told it was not a bank error that it was linked to another card even though it has a different number and when I check online has a different available credit. So it stated I had over XXXX $ available but after XXXX $ they cut off the line and returned XXXX items and then charged me {$38.00} per item returned. I don't see how this is possibly legal? and if it is something should be done to make it not so!
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

2019-03-04

Atlantis, FL

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

2019-03-04

Marietta, GA

Other features, terms, or problems

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

Problem with balance 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

2019-03-04

Knoxville, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Suntrust Mortgage provides a horrible level of customer service. My mortgage loan was sold to Suntrust through no choice of my own. I have been trying to make an online account for almost two weeks, since THEY ( Suntrust ) changed their website, and my old login no longer works. When I try to create the new account, I receive an error message stating, This service is temporarily unavailable. Two weeks is more than temporarily. When I try to call, I am consistently on hold for OVER FORTY MINUTES!! The main reason for my call is that my autodraft amount has changed against my will. I have previously requested that an extra amount be drafted each month. This extra amount has not been drafted since Suntrust has changed their system/website. This change is going to cost me more over the life of my loan, through no fault of my own. In the past, Suntrust has also erroneously reported on my credit report. If anyone reading this has any choice in the matter, DO NOT ALLOW SUNTRUST TO SERVICE YOUR MORTGAGE LOAN. I wish my loan could be transferred to another servicer, and that these inadequate service levels would not be tolerated in the industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Spencer, MA

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

2019-03-04

Washington, DC

Problem caused by your funds being low

Checking or savings account: Other banking product or service

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