SUNTRUST BANKS, INC.

2019-03-04

Loganville, GA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
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

Stockbridge, GA

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 non-monetary relief

Timely Response

2019-03-04

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Repeatedly tried to resolve with Suntrust and based on what I am hearing from others, Suntrust does this frequently and should be investigated. They are refusing to even do a holdback for whatever work they think is needed, and are holding hostage all of the settlement money I received from the insurance company. Suntrust has NEVER sent over a list of what items they deemed needed to be fixed. I had their evaluator out who told me she was going to put the work done on the house at 80 % as they usually payout at 80 % -- -which is why she chose 80. I chose to have my roof replaced even though the repair had already been made months before when Suntrust sent the first person out to inspect ( who didn't see anything that needed to be fixed aside from the roof tiles being put back on that we took off for the repair ). I have since had it replaced, and were just waiting for tiles. Anything else is cosmetic and does not have to be repaired. Suntrust instead arbitrarily===just for my loan changed their 80 % to 90 % so they can hold on to all the money. A brand new roof does not cost {$57000.00} so there is zero justification for holding on to ALL of the funds in any logical framework. They can't justify holding back that much except as for RETALIATION for the complaints I have made -- -when their own adjustor said they pay out some funds at 80 %. This is retaliatory and not justified when my home is worth at least {$450000.00} and I owe them {$130000.00}. Please get them to justify holding back {$57000.00}!!! No roof costs that much for the size of my house. Again, they have never said what repairs they need made!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-01

Mc Donough, GA

Struggling to pay 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

2019-03-01

Jacksonville, FL

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
Complaint: it's fraud I didn't apply for credit cards or loans it was my XXXX XXXX son who lives with me my XXXX XXXX son doesn't know that my credit and my name and social security number and my address are my own and only for my use due to his XXXX XXXX hurting his reasoning i don't want to pursue any criminal charges or law enforcement presents in the matter because he's XXXX XXXX hurts his reasoning he wouldn't have known that my credit and my name and social security number and my address are my own and only for my use
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-01

Syringa, VA

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 monetary relief

Timely Response

2019-03-01

Asheville, NC

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-03-01

Greenwood, FL

Closing an account

Checking or savings account: Savings 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

Timely Response

2019-02-28

Oxford, GA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I have my credit card through Suntrust Bank. My card was stolen and used on XX/XX/XXXX, along with a credit card I hold for my mother for emergencies. The fraudulent user charged {$11000.00} on my card in 4 separate transactions. Three {$3000.00} transactions and one {$2000.00} transaction at a XXXX in XXXX, NC where I was visiting family at the time. The charges on my moms card totaled {$8000.00} at the same location, but hers have been totally resolved.When I realized my cards were indeed lost and stolen on XX/XX/XXXX, I immediately cancelled my card and filed a fraud complaint as did my mom. My bank recently has said that they denied my claim and found me responsible because I participated in or benefited from three transactions. They refused to provided me with any evidence or the full investigative report to prove themselves. I am at a total loss. My credit history does not reflect this kind of spending and besides the fact that these charges were clearly FRAUD, no one from my bank notified me or called me to verify that these unusually high amounts were legitimate at the time the transactions happened. This is unfair and the stress of all of this has greatly affected me. I have since filed a police report and will hopefully be speaking to my case manager soon. I never thought I would have to prove that I am not a thief. Absolutely ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-27

Wallington, 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
Complaint: i Contacted SunTrust about a unauthorized inquiry on my credit report and unfortunately I was told SunTrust do not have a written consent with my signature in agreement to their invasion of my privacy. They also stated they had permissible purpose to do so through other unknown companies that supposedly have a consenting application for credit. However, Suntrust have fail to display the application with a signature or electronic signature or any form of consent to allow this inquiry. This company records do not provide the one document to be factually sound in their previous statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-27

Atl, GA

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

2019-02-27

Okc, OK

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

2019-02-27

Charlotte, NC

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

2019-02-26

FL

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I received a postcard saying I recently closed on a mortgage with Suntrust Bk. There was a mortgage number id that didn't match my mortgage number, which was paid off in XX/XX/XXXX, and there was no return address or identification of a company. I am attaching a copy of the post card with this complaint. Thank you, 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

2019-02-26

Newnan, GA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I opened an account at Suntrust Bank 3 weeks ago. After receiving my payroll check, I deposited it into my axcount. The bank CLEARED the check ( meaning they have they collected the money ) and then closed my account and is refusing to release the funds to me. No reason given. No explanation. Response from bank has been cold, dismissive apathy. They say they have the right to do this! Meanwhile, my utilities were shut off, bills unpaid, I can't buy food, gas or get to work. I have a XXXX son. Please somebody help me.
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

2019-02-26

Northside, NC

False statements or representation

Debt collection: Mortgage debt

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

Timely Response

2019-02-26

Jere Baxter, TN

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
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

2019-02-26

Canton, 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

2019-02-26

Beyersville, TX

Opening an account

Checking or savings account: Savings account

Account opened as a result of fraud
Complaint: An account was created in my name at SunTrust Bank. I've never banked there, have no desire to bank there. Each month {$10.00} in fees are assessed to this empty account. I have called and emailed and tweeted SunTrust but they refuse to or are unable to close the account.
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

2019-02-25

FL

Incorrect information on your report

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

Account status incorrect
Complaint: SunTrust Mortgage continues to report erroneous information to the credit reporting agencies. In XX/XX/XXXX, I notified SunTrust in writing of the errors but as of XX/XX/XXXX the erroneous information is still being reported by the credit reporting agencies. SunTrust Mortgage reports that my mortgage was delinquent, in collections and then discharged in bankruptcy. This is not true and their own records submitted in XX/XX/XXXX prove that this is not true. The mortgage was always paid on time, never late and was completely paid off in XX/XX/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

2019-02-25

Mc Donough, GA

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

2019-02-25

OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Weve had this loan ( refinanced a couple years ago and the loan was sold to suntrust ) and hadnt had any issues until we signed up for bi-weekly payments. Since signing up the bank has had a hard time applying to money they take from our checking account ( we have automatic withdrawal ) to the mortgage. Twice they took the money and kept it in a holding account and then sent us a letter saying we were going to be late. We got that figured out twice. Then now I check the mortgage and the loan amount has gone up by {$1000.00}. Loans are suppose to go down. Well we had {$4000.00} in a holding account but their app was telling me that the payments were being applied. So now they have our money and are charging us interest on a loan theyre not paying. That is theft in my opinion. Weve had no-weekly payments set up since XXXX and have yet to have they payments applied correctly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

Asheville, 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 explanation

Timely Response

2019-02-24

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: A few months ago, I was advised that the web site for managing my Suntrust mortgage account ( https : //suntrustmortgage.customercarenet.com ) was being retired in favor of suntrust.com effective XX/XX/2019. The " old '' site displays this message : Please enroll in Online Banking at suntrust.com to continue to manage your mortgage online. You will need to create a new userID and password using your mortgage account number ( if you do not have it handy, you may log in below and locate it before leaving this site ). When I try to log onto the new site, I get error messages indicating that my records can not be matched. I am advised to contact Suntrust by phone, but have never been able to reach a human being to help me with my issues. I am now afraid that ( 1 ) my loan servicing will be continued electronically despite the change in parameters, and that ( 2 ) I will stop receiving important information, notifications about my account, and the ability to manage my account without a lot of effort in dealing with Suntrust 's failure to manage my records and transfer them correctly to their new system. If they can not do something as simple as linking my account information so that I can open an online account as they have instructed, I have no basis for believing that they are recording or applying my payments correctly, either.
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

2019-02-23

Bremen, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On Friday, XX/XX/ 2019 I transferred {$130.00} from my XXXX account to my Suntrust account. The money has subsequently been stolen by Suntrust ( they do not recognize the transfer despite XXXX saying the transaction was completed and my funds being missing ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response