SUNTRUST BANKS, INC.

2019-02-05

Clarksville, DE

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

2019-02-05

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Complaint # 1 : On XX/XX/19 I pulled up to a Suntrust Branch Drive Thru and inserted my Suntrust Business ATM Card, I entered my Pin # and proceeded to prepare to make a cash deposit to my account. After physically depositing the cash into the ATM, and hearing the ATM count and scan my cash it asked me which account I would like to deposit this to and I hit the button for my main Business Checking account, the machine began to count my money again and then I received a message that my transaction could not be completed at this time and that the ATM would NOT be returning my deposited cash. I proceeded to call customer service, and of course they were closed. I called first thing in the morning and was not offered any solutions at all, and I was told I would have to wait several weeks for this to be resolved. I was further told that my account would be monitored and that if any checks were presented to Suntrust for payment that they would be PAID while I was awaiting credit for my cash deposit Additionally 3 checks have been returned as NOT PAID AND OVERDRAWN, this is crazy ST would do this ... and now they are refusing to charge me the > {$100.00} overdraft fees that they charged me as well as the over {$300.00} in fees that I am being charged by the party that I gave these checks to. Complaint # 2 : On XX/XX/19 I went into a Suntrust branch and informed the teller that I would like too cash a check that was drawn on Suntrust and would then like to deposit the cash into my business account. I do this every single month. So from a {$7200.00} check, I presented 2 forms of ID and signed the back of the check and requested {$250.00} in cash back to me and then completed a deposit ticket to deposit {$7000.00} in cash to my business checking account. I received a receipt that shows that I made a deposit for {$7000.00}. I then proceeded to give my employees their payroll checks, and then when checking my bank account online I noticed that my deposit did not post to my account. I have been on the phone with Suntrust Business Customer Service for over 3 hours and they are refusing to escalate this call to management and have told me that I have to wait for the check to clear. This is crazy as this is my $ and my deposit and I do not have access to my funds, and there is nothing that they can do for me. So now the payroll checks the I have handed out will be most likely be returned as OVERDRAWN.
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

2019-02-05

Tulsa, 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

2019-02-05

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

2019-02-05

Leeton, UT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Late XX/XX/2018 I set up bi-weekly payments with Suntrust Mortgage. I had purchased a home in XX/XX/2018 and the mortgage was sold to Suntrust right away. I have never made a late payment or missed a payment with any mortgage company in the last 30 years. I made my regular XX/XX/XXXX payment which posted to the account on XX/XX/XXXX. Then on the XXXX and again on the XXXX Suntrust deducted half my payment to start the bi-weekly payments on XX/XX/XXXX. The XX/XX/XXXX payment has not posted. The payments are sitting in a suspense account. I called 4 different times on 4 different days in a row to inquire about this, I was told the first 3 times it will post tomorrow. On XX/XX/XXXX I spoke with a rep who said she has to submit a special request to have the funds moved from suspense to my payment and it could take 7 business days putting me past the late fee period. She said since I didn't pay a full month in advance on my mortgage I don't qualify for the bi-weekly payments and I would have to call each month to have the money moved from suspense. Now it is becoming a problem to get the money they are holding applied to my XX/XX/XXXX payment and I don't have the funds to make an additional payment while they work this out. This feels like a very crooked process to charge late payments to unsuspecting consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-05

Columbia, SC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: In XX/XX/XXXX, I Filed claims for the unauthorized transactions where Suntrust Bank allowed additional transactions to be charged from the merchant on my account. I filed a subsequent claim and requested a block for the merchant and a written response for the action taken. The fraud case determination was not in my favor and i requested all documentation used in the determination or the case be sent in writing on XX/XX/XXXX. As of today I have not received any further communication on any of my requests, only denial letters which does not provide any new information. I am not responsible for the fraudulent transactions and find Suntrust 's lack of communication on the requests to be an admission of making case determinations without merit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-04

Incorrect information on your report

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

Account information 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

2019-02-04

TN

Trouble during payment process

Mortgage: VA mortgage

Complaint: My agent and I both sent my new homeowners policy to Suntrust for payment. I uploaded it directly on XX/XX/XXXX, my agent faxed it to them the same day. On XX/XX/XXXX I received a " Forced insurance '' letter from Suntrust, they had failed to pay my insurance on time, even though I have a fully funded escrow account. I called Suntrust who told me, ' We paid it today and there will be no lapse in coverage. '' Had I made a claim in the period from XXXX XXXX XXXX, I would have been uninsured. When I asked Suntrust where to file a complaint, I was told that there was nobody to complain to, I found this website on my own. This is absurd, they had my money, they had my new policy and yet they did not pay it, leaving me without coverage ( Sure they will back date it because I did not have a loss and they want the money ). This is completely unfair. If this is a pattern from Suntrust, they should receive sanctions or penalties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-02

Auburn, AL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: I placed a stop payment in XX/XX/ 2018 for my car payment to XXXX XXXX in the amount of {$670.00}. I was told this stop payment would return all future debits from this company, I think for 6 months. I was charged a stop payment fee and the item for XXXX was returned. However, I noticed on XX/XX/, 2018 this item paid. I called the customer service number and was told once item posted it would be returned the next day. I was looking at a memo post to my account. I had the money to cover the item at the time so it paid. I waited a day and then began to call when it was not returned stop payment. I made 2 more phone calls to the XXXX customer service and the XXXX XXXX Branch. At the branch I was told by the local customer service rep it should be returned but they couldn't guarantee it would be so I asked to speak to the manager. I wanted to make her aware of the issue so maybe she could help me get this item returned and my house payment paid. I was told I would have to leave a message. So I left a message but a couple of hours later I didn't receive a call bank so I called back 2 other times before I was finally able to get through to her. She quickly made me feel she didn't have time for my issue that she was busy and she could not help me make sure my house payment would be paid. After I realized calling was not helping me I started communicating via message on my online banking. After about 2 or 3 correspondances and days later, I was finally told the reason the stop payment was paid was because the company " XXXX XXXX '' changed their company ID. I was furious at this point and demanded the stop payment fee and any NSF charges be refunded. I felt that the company maliciously changed this information and it was beyond my control. I did not speak with XXXX XXXX about this however I went into their website and deleted my auto payment. And that may have even been back in XXXX when I placed the stop payment. SunTrust has finally refunded some of the fees including the stop payment fee. I refused to pay these fees and told them in a recent email. This is still going on. I have been sending {$200.00} a month to cover the stop payment they paid because XXXX XXXX did credit my auto loan with the payment. This has been very stressful for me and it's been going on since and is still going on. My house payment has been returned and it has caused me to have to go into a Mortgage restructure plan with my mortgage company, which causes me late fees and a higher monthly payment. I have threatened legal council and told SunTrust in the last correspondence I would be submitting a claim to the XXXX. Last correspondence I got from Suntrust was on XX/XX/2018. It was an apology and was told they understood and would be looking into it further. This should have been resolved back in XXXX by SunTrust and again I feel that XXXX XXXX if the malice party in this whole thing however I do have a loan with them that I am not able to refinance at this point so I will have to continue to deal with them. When I am able to refinance or trade my vehicle I will never use them again. And once I feel satisfied with SunTrust I will close my account. This has been a hard and difficult situation and SunTrust took too long and didn't rectify the error or even admit to the errors until I threatened legal council.
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

2019-02-01

Cheverly, 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

2019-02-01

Saint Cloud, FL

Managing an account

Checking or savings account: Savings 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 monetary relief

Timely Response

2019-02-01

Fremont, CA

Struggling to pay 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

2019-02-01

Hixson, TN

Incorrect information on your report

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

2019-02-01

Lawrenceville, GA

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

2019-02-01

Boca Raton, FL

Managing an account

Checking or savings account: Other banking product or service

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

2019-01-31

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

2019-01-31

Berkeley Lake, GA

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

2019-01-31

Bemiss, 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 explanation

Timely Response

2019-01-31

NV

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 bank with Suntrust filed a dispute on unauthorized charges on my credit card which was denied. There were 2 charges on my card for gift cards at a gas station in XXXX XXXX at that time I was in XXXX which triggered a fraud alert and my card was subsequently shut off after i verified they were not by me this caused me severe harm as I had no access to funds in the middle of nowhere in Montana heading back to XXXX The second charges were from XXXX XXXX XXXX XXXX authorized charges for a car rental which my wife rented and paid for by her own credit card for several months prior to the charges that showed up on my card her card was shut off for fraud entterprise wanted a card on file for the rental till she got a new one we were in XXXX at the time couldnt return car so I gave them my credit card info on the premise they would not charge it the rental was not in my name until my wife got her new replacement credit card These charges are around {$1600.00} subtrust has extremely poor customer service I had to wait hours on the phone filing complaints they just dont care
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

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

2019-01-30

Newnan, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: There were unauthorized charges on my account. I reported this information to Suntrust. Yet, they failed to investigate this information and update my account including putting my money back into my account. Ive called several times and was placed on hold. Nobody could give me any information on the fact that they investigated this claim. These charges left my account in the negative of over {$800.00}. I have a good account history and I shouldnt be held responsible for a mess that I didnt create. When I signed up for this account, I was informed that they had a FDIC insurance policy to cover these type of situations. However, they havent done anything in regards to my dispute. Im starting to think Im being racially profiled as if because Im XXXX XXXX that I dont matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

Philadelphia, PA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Sun trust Bank did not send me a good bye letter, they did not inform me that my mortgage was being sold off to another servicing department or debt collector. I was never given any information at all in reference to this matter. I need some form of accountability on the part of Sun trust bank. After 15 years of payments to them and trying to work out a loss mitigation plan to help me keep my house they have done very little for me as a customer of this length of time. Have them get back to me soon as I still have no access to my old account. I am locked out of the system and do not have my XXXX form or any other financial information to file for tax purposes and for my personal record keeping. This is predatory lending tactics at best and there are laws in place now to protect homeowners.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-30

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

2019-01-30

Jupiter, FL

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: I went to the bank to close 3 accounts on XXXX-19 the customer service rep closed 2 accounts and I had to come back on XXXX-19 to close the last account as it had a deposit pending I came back on XXXX-19 at XXXX am and I was told the account was closed I left the bank with documents Stating the accounts were closed. I received an alert stating the last account was still open on XXXX-19 that means closing the account wasn't done and the documents I left with were useless paper. I went to the bank today XXXX-19 and spoke with the rep XXXX XXXX again and was told the account was not closed due to some issue. She was nasty and didn't want to talk to me about it so the other lady tried to explain that on the weekend the accounts don't close or something like it this is the banks mistake and I am not paying any overdrafts fees for nothing. I have also filed a complaint with the Consumer Financial Protection Bureau as this is a fraud on a customer of 10+ years. I informed all of our creditors 30 days in advance of a bank change and all of them acknowledge the change and if they didn't follow any of our changes then this is there fault, collect these charges on a CLOSED ACCOUNT ON THEM. We would not have closed the accounts the Suntrust accounts if they fixed the XXXX app it Never works needs to be downloaded daily Account Numbers are XXXX, and 2 others
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

2019-01-29

Davie, FL

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