SUNTRUST BANKS, INC.

2019-01-18

Savannah, 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

2019-01-18

Charlottesville, 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 non-monetary relief

Timely Response

2019-01-18

Brookside, NJ

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 explanation

Timely Response

2019-01-17

MA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: The following banks have charged me fees for letting my account go in the negative then each transaction was charged an additional fee for each day until it was positive again. I no longer have these banks. I really tried to keep them in the positive but it was virtually in possible. XXXX XXXX XXXX XXXX XXXX XXXX Suntrust I gave up after they let me open new accounts & kept taking the fees. I do not think I am stupid they prey on people with limited income. I am a XXXX XXXX, & I have been hearing this from alot of people, XXXX, retired. This is second hand stealing from the US Treasury isn't it? Fees each month easily can be between $ 200- {$500.00} & that is conservative amount. This activity could balance our budget based on how many people are recieving benefits from treasury that can not maintain their checking accounts? XXXX, Seniors, who are XXXX not fully capable of managing their 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

2019-01-17

Lakeview, NY

Opening an account

Checking or savings account: Other banking product or service

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-16

Grayson, GA

Managing an account

Checking or savings account: Other banking product or service

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

2019-01-16

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My wife and I are hurricane Florence evacuees. Our only residence sustained significant damage from Florence, over {$350000.00} in damages. We are currently renting a house until repairs can be completed. These are stressful times. All our damage is wind related and our wind policy is with XXXX XXXX XXXX XXXX XXXX but is handled by our homeowners insurance, XXXX. At this time, the insurance companies are not our main problem. Our problem is with our Bank/Mortgage Company, SunTrust, not releasing the insurance checks to us the homeowners so we can pay our contractors in a timely manner. The insurance checks have to be co-signed and released by SunTrust. When SunTrust Bank receives the check from the insurance company that is endorsed by homeowners, SunTrust places the check in escrow until certain criteria is met. This is where the problem exist. My wife and I provided all the required documents to SunTrust from XX/XX/XXXX to XX/XX/XXXX. SunTrust received an endorsed check for {$28000.00} on XX/XX/XXXX. Beginning XX/XX/XXXX, I began calling SunTrust and asking for updates. This is a list of events that occurred over the next 11 days that prevented SunTrust from releasing checks : 1. The disaster date on the claim was different from SunTrust date. SunTrust had the incorrect date and as of XX/XX/XXXX, has not been corrected. 2. SunTrust Rep was working off a dated adjuster worksheet. I immediately emailed the updated worksheet that clearly matched the check amount. 3. SunTrust rep was working off a dated adjuster worksheet again. I resent the updated worksheet again that cleared the discrepancy. 4. I managed a 3 way phone call between XXXX Rep, SunTrust Rep, and myself to eliminate any other concerns. At the end of the conversation, It as my belief that the check would be released in a day or two. Did not happen. 5. Called on XX/XX/XXXX and talked to XXXX, SunTrust Rep. XXXX was very professional and we went through information item by item. XXXX stated that SunTrust did not have one contractor 's estimate signed by all parties, Contractor, my wife, and myself. This document was uploaded via SunTrust website on XX/XX/XXXX. I sent this document again on the evening of XX/XX/XXXX. XXXX also said that the date issue had not been corrected, but while we were talking, XXXX corrected the date issue, I hope. Policy Claim Number : XXXX SunTrust Tracking Number : XXXX Regards, XXXX and XXXX XXXX XXXX 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

2019-01-16

Martinsburg, WV

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

2019-01-16

Fred, VA

Managing an account

Checking or savings account: Other banking product or service

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

2019-01-15

Celebration, FL

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 explanation

Timely Response

2019-01-15

Wesley Chapel, 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

2019-01-15

Bowie, MD

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

2019-01-14

Knoxville, TN

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

2019-01-14

Ocklawaha, FL

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

2019-01-14

Nyc, NY

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: XX/XX/2018 : {$6000.00} was withdrawn from my savings with what appeared to be a XXXX account linked to my SunTrust Savings account. After several days the money was reimbursed. I reported this immediately to SunTrust. After being told the first time it wouldn't happen again, 30 days later it did. XX/XX/2018 : {$35000.00} was withdrawn from my savings and two checking accounts with again what appeared to be dozens of XXXX accounts. I immediately froze my account, changed my passwords again. After about 10 days, the funds were returned and I unfroze my account so that I could transfer all funds to a new bank ( XXXX ). While waiting over the past 48 hours for my check to clear to the new bank, additional funds are now being sucked out of my checking account and I am told SunTrust " probably will not be able to stop it ''. I notified them within 30 minutes of the transaction pending and they are unable to prevent it. I literally do not have enough time to move the funds before the thief steals from me again and SunTrust is incapable of preventing the theft from occurring. It is now impossible for me to move the funds. My mortgage was due weeks ago and they have provided no assistance to ensure I can access my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-14

Greensboro, NC

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Suntrust were experiencing online issues, during this time were not able to access the account as we could before on a daily basis. This took place over a 30 to 35 day period of not having access or be able to perform payroll After noticing fees and account overdrawn, I contacted the bank on several occasions, even went into the bank Personally at least twice ... ..They did refund 2 of the fees, However ... .Those were the ones that they did just to be saying so
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-14

Trouble using your card

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

Can't use card to make purchases
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-12

Hutto, TX

Improper use of your report

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

Reporting company used your report improperly
Complaint: My SSN was used without my knowledge and/or consent to illegally purchase a car. I notified the sales manager of the car lot, along with the bank. Let them know my identity was compromised. Was advised someone would contact me, which did not happen. Now the bank is negatively impacting my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-11

Anastasia Is, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Because SunTrust bank has repeatedly under managed our escrow account for home insurance we selected a new home insurance company and paid our annual home insurance premium in advance in XX/XX/XXXX. During XXXX and XX/XX/XXXX we repeatedly advised the bank of our action and requested they close the escrow account, refund any escrow balance, and stop collecting insurance payments. The Loan Officer said we needed to contact the Insurance department and the insurance department said we needed to contact the Loan Officer. We did what they said and provided proof of the insurance policy, its coverage ( in excess of the loan amount ) and showing the bank as designated mortgagee. On XX/XX/XXXX we received a letter dated XX/XX/XXXX requesting us to cancel the insurance policy and deposit any refund into escrow. We want the bank to close the insurance portion of the escrow account, refund any escrow amount for insurance and stop charging form insurance amounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-11

Patterson, MD

Fraud or scam

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

Complaint: XXXX of 2015 I went to SunTrust bank To open a check account in my employer giving me a fake check that I had no idea and now I'm unable to open up another account at any other bank
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

2019-01-11

Park, VA

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

2019-01-11

Barrett Parkway, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: SunTrust Bank bought my mortgage. I set up an online account and provided external payment information to have my mortgage payments made automatically each month. It has never happened in the four months since they bought my mortgage. I have tried on at least four separate occasions to determine why it isn't happening, without success. I can see my external payment information online and can see it is correct. I have been transferred to technical support personnel who can not tell me why this function isn't working. I haven't been offered any solutions. I have had to make one-time payments each month. My concern is I will forget to do this, my payment will be late, and I will be charged late fees and/or have my credit score impacted. They are 100 % unresponsive to my 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

2019-01-11

Syringa, VA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: My checking accounts at Suntrust Bank here in XXXX, VA were recently subject to bank fraud. On XX/XX/XXXX I received an email there was fraudulent activity on checking account. The attacker used a fake XXXX account to withdraw small amounts less than {$1.00}. I went into a bank branch and confirmed the activity. They immediately advised me to create a new checking account and move my monies from the old account to a new account. I was recently subject to the same type of fraud attack on XX/XX/XXXX of my new checking ( XXXX ) that is a month old. A larger amount of {$1500.00} was taken out of my new account. I filed a second claim ( XXXX ) with Suntrust today along with filing a police report ( XXXX ) with the XXXX XXXX, VA Police Department. I would like to have an external resource to investigate this matter to determine if this issue is being caused by an employee of Suntrust. Please feel free to contact me if you have any questions or need ay additional information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-11

Riverview, FL

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

2019-01-11

Roswell, 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