SUNTRUST BANKS, INC.

2019-02-23

Stevenson, MD

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-22

Antioch, 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

2019-02-22

Wdbg, VA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-02-22

Baltimore, MD

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-02-22

Bethesda, MD

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or 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

2019-02-22

Everett, WA

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

2019-02-22

Oxford, GA

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I filed a fraud claim with Suntrust Sunday on XX/XX/XXXX for a XXXX transfer I had initiated using the Suntrust app but suspected was fraudulent. Since the amount of the transfer was above the daily limit, the app gave a message that it would not be processed immediately. The recipient also informed me that they had not received the money, so I called Suntrust and asked them to put a stop on the payment which is how the claim was opened. On XX/XX/XXXX Suntrust issued a temporary credit for {$1500.00} to my account. On XX/XX/XXXX I received the email from Suntrust copied below stating that the transfer had not reached the destination and that the XXXX service had been cancelled on my account. On XX/XX/XXXX I received a call from Ms. XXXX XXXX from the Fraud department. I forwarded her the email I received on XX/XX/XXXX to her after answering a few questions about the claim. On XX/XX/XXXX I received an email saying that the claim was being denied and the {$1500.00} was going to be taken from my account on XX/XX/XXXX. Today I have spent 3 hours on the phone with both the Customer Service and Fraud department ( note that XXXX XXXX has not returned my calls ) trying to figure out where the money from the XXXX transaction that, per their email to me did not reach its destination is, was and when it would be returned to me. Not a single person could tell me where the money is. The only answer I got was that the claim had been denied. Email : SunTrust Bank XXXX logo Dear XXXX, We couldn't complete your payment to Key Key ( XXXX ). This money won't reach its destination. As a security precaution, we have suspended your XXXX account. This means you can't send or receive money with XXXX. Contact us at XXXX or XXXX to resolve the problem. Payment Details Confirmation Number : XXXX Amount {$1500.00} From SunTrust Bank, Checking, XXXX To Key Key ( XXXX ) We apologize for any inconvenience this may have caused you. Sincerely, Customer Service This email was sent to 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

2019-02-22

NC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: A transaction in the amount of {$58.00} to XXXX XXXX goes thru every XX/XX/XXXX or XX/XX/XXXX month. First time I noticed back in XX/XX/XXXX or XX/XX/2018. I called my bank and let them knew the transactions were not authorized by me. Not only I wanted to dispute the transactions but I also wishes to stop these going forward. I never heard back from my bank afterward and I assumed it was taken care of. Recently I saw the transaction again, I called telephone banking, after being transferred to 4 different customer service rep, I was told that the transactions were not stopped because the previous case was denied due to out of 30 days time limit that I had to report any unauthorized transactions and the bank is unable to make stop payment just using the name and the amount. They need more information. Unless I change my account number, these transactions will continue to go thru and they are unable to do anything about it. Rep name 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

2019-02-22

NC

Trouble during payment process

Mortgage: VA mortgage

Complaint: Recently I decided to attempt to change my mortgage company. One mortgage company asked for certain information from SunTrust Mortgage. SunTrust decided to charge me for the expense they deemed necessary for faxing the information to the mortgage company. They added a {$15.00} fax fee to my mortgage payment!! I shrugged this off, mistake on my part. SunTrust has decided to add {$45.00} to my mortgage payment for next month. I was advised that the addition in the mortgage payment was for three separate fees for faxing. It has been my understanding that a mortgage payment was the amount that was agreed upon and one that has been signed by the customer!! In effect, this would constitute a breach of contract? I am saddened by the under handed ways that business are operating by!! The housing market in 2008 was proof that because of people that are not above board, we can have another crash in our housing system!! I can fax pertinent papers to you so that you can make an informed response. I thank you for your time and effort.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

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

2019-02-21

30th Street Train Station, PA

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: In XX/XX/XXXX SunTrust Bank received a wire transfer payment of {$160000.00} to the attention of our company. SunTrust never forwarded the funds to us but credited the funds to another partys bank account. SunTrust never contacted us, the sending bank or the payer about possible inconsistent wiring instructions. After multiple outreach by us, the payer and the payer 's bank, SunTrust confirmed on XX/XX/XXXX with us and the payer that it had the funds and SunTrust requested the payer to complete one additional form to return funds to it, which the payer did. On XX/XX/XXXX, SunTrust informed us the funds were not forthcoming and payer needed to ask its bank to contact SunTrust 's Fraud Divisions for the two banks to resolve. Since SunTrust staff and executives ( we sent letters to senior executives by XXXX with receipt required when lower staff did not respond ) have been aware of this complaint for months, it is ridiculous that SunTrust is now requiring payer bank to contact yet another SunTrust unit to investigate claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

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

2019-02-21

NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Suntrust bank has restricted access to funds we entrusted to them through our business account. Bank personnel have refused to issue and honor official checks, blocked wire transfers and all other forms of debit, despite sufficient funds being available in the account. The bank personnel have provided no explanation for this action
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

Soddy Daisy, TN

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX, Suntrust allowed a wire transfer of {$2900.00} out of my daughter 's savings account, I am also on the account. There was not even {$2900.00} in the account. I saw it immediately, put {$300.00} in it to bring it to even. She works late shift, I had to wait for her to wake up from working until XXXX XXXX, she let me know she does not know what happened. It was not anything she did. We called the bank, and by the time we did, the {$300.00} that I had put in was also gone ... all of this happening onXX/XX/XXXX. The bank will not put the $ back in, will not do anything other than say " our fraud department will handle it ''. 10 days later, no $ has been put back, no updates. This was over 60 % of of my daugher 's funds. They closed the account on the 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

2019-02-21

Fox Chase, KY

Incorrect information on your report

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

Public record information 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

2019-02-21

Jamaica, NY

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 monetary relief

Timely Response

2019-02-20

Newnan, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have an account with SUNTRUST mortgage since 2005. I have never been late on the payment because my payments are automatically withdrawn from my account. For the past XXXX months i have been charge late fees due to errors in the SUNTRUST mortgage department. I am being told that payment are put in some sort of account because Suntrust reports they did not know where to apply the funds. Their response is very questionable since the draft payment have the mortgage account on it. I have called and have the error corrected in the past. but the problem continue to happen. I am in the last phase of paying off my home and based on evidence based actions from the bank and on my experience, the Bank is making errors so that it will not happen. I am not sure what other options I have since I am soon to be in my XXXX 's and not sure if i will qualify for another mortgage. I am very concern I maybe the subject of elderly discrimination with this bank. Please review my complain and advise what are my options. Also after speaking to the Bank representative, they want access to my account. I am very concern and will not permit the Bank access to my account because of the potential of 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

2019-02-20

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

2019-02-20

Fremont, CA

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

2019-02-20

Centereach, NY

Closing your account

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

Can't close 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

2019-02-20

Managing an account

Checking or savings account: Savings account

Problem accessing 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

2019-02-20

Cordova, TN

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

2019-02-20

Sarasota, 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

Timely Response

2019-02-20

Maclean, VA

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

Timely Response

2019-02-20

FL

Closing an account

Checking or savings account: Savings account

Company closed your account
Complaint: I've called before to see whats going on just the fact they did closed the account before. It makes no sense to send a letter to me. Since they close the account before.on the letter it showed from XX/XX/2019 thru XX/XX/2019. Account been closed where this has this came.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response