SUNTRUST BANKS, INC.

2019-01-02

Goose Creek, SC

Opening an account

Checking or savings account: Checking account

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 monetary relief

Timely Response

2019-01-02

Columbia, MD

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

2019-01-02

Hillsboro Bch, FL

Incorrect information on your report

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

2019-01-01

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have purchased my condo in XXXX XXXX, FL through XXXX XXXX XXXX on XX/XX/XXXX without an Escrow, as I wanted to pay my property taxes myself. After a month, I have learned that my mortgage was sold to Suntrust bank. A few months into my payments in XX/XX/XXXX, Suntrust has placed Escrow on my mortgage and told me that I was obligated to have escrow since I live in a flood zone. I have contacted them multiple times in XXXX and XX/XX/XXXX, but haven't been able to get a proper answer on why this won't be removed since it wasn't in my original escrow agreement with XXXX XXXXXXXX XXXX in the first place, other than hearing that this is their policy. This has increased my mortgage payments unnecessarily and is creating extra hardship by increasing my monthly payments, as I had made my plans for paying my taxes separately.
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

2018-12-29

Oakland, FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
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

2018-12-29

Bancroft Hall, MD

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Suntrust bank continues to assess overdraft charges while my account is still positive. Their explanation continues to be that my balance on online banking is not the correct balance, that I am not able to see the actual balance. This last time they charged me {$140.00} in fees before my account ever became negative, {$36.00} each time.
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

2018-12-29

Augusta, GA

Struggling to pay mortgage

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

2018-12-29

Brentwood, TN

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I sell online for XXXX. During XXXX I always have a larger deposit because we specialize in toys. I have been with this bank for 4 years and the pattern is evident. This year when we got a large deposit they froze my funds and closed my debit card because of the amount of the deposit. When I called to find out what was going on, I was informed that the bank had decided to end our relationship. I had no access to any money, couldnt log onto my online account, and none of my cards worked. I am still in the waiting period for my funds to be mailed to me. I have incurred bounced check fees, online reversals of payments, delays in deposits from other sources, and just general frustration. How can banks do this to people? I literally have XXXX in the bank but cant get gas.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-29

Wesley Chapel, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I am suffering a hardship and dealing with raising my nephews whom were displaced as a result of Hurricane Michael this past XX/XX/XXXX. One has been sick and I was in the hospital recently as well. I got {$72.00} in fees for a {$17.00} shortage. Outrageous! I am asking for a refund of the fees.
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

2018-12-28

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

2018-12-28

San Luis, AZ

Took or threatened to take negative or legal action

Debt collection: Other debt

Threatened or suggested your credit would be damaged
Complaint: on XX/XX/2014 a sales rep by the name of XXXX from XXXX XXXX came to my address at XXXX XXXX XXXX XXXX XXXX AZ offering cheaper cost of electricity if we went XXXX.I agreed, but i was never told that I would be purchasing this solar panels the rep said it would be a lease. turns out the the Solar Panels where installed on my roof but the have never worked not even one day. the company ( Sun Trust Bank/ XXXX XXXX XXXX ) i even paid them a total of 14 months a pyment of {$110.00} every month till i felt this was really wrong.they still been harassing me sending me dept collection letters, they did big damage to my credit, Ii had called the sales rep XXXX on XX/XX/2014 to complain, he had told me that the Solar panels where going to be removed and I would be cleared its been 4 years and the issue continues. I even tried to refinance my home but I couldn't due to the collections I have with burro. I really need help to get this dept of my back im getting charge for something I never had. ps : the last four of my social sec # XXXX computer keeps changing it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-28

East Brooklyn, CT

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

2018-12-28

Odell, OR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2018, I became unemployed. I immediately began looking for a new job, but by XX/XX/XXXX I realized it would take longer than I hoped. I filed for a forbearance program with my mortgage lender in XX/XX/XXXX, and was approved for XX/XX/XXXX and XX/XX/XXXX - although no one is sure why it wasn't 90 days instead of 60. Immediately there began to be problems, as one arm of the company was calling me and sending letters even in XX/XX/XXXX, saying that I was behind in my payments. In XX/XX/XXXX, I spoke with the loan point person who said it was time to reapply for the forbearance, since the 60 days was nearing its end and I was still looking for work. I submitted my paperwork, and it was received by XX/XX/XXXX. However, no one at SunTrust actually looked at the paperwork, as I was told later that since the program was not " officially over '' meaning the program ended at the end of XX/XX/XXXX, I was supposed to have submitted my paperwork on XX/XX/XXXX. So the XX/XX/XXXX application was never looked at, even though they received it. By the XX/XX/XXXX I was again receiving calls now saying that I was overdue for XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX, and this was also reported to my credit. I resubmitted the packet and it was approved again, and I have had a forbearance that ran through XX/XX/XXXX. By then I had found a new job, but it was in XXXX, Arizona, so I was looking to sell the house and move my family. But SunTrust had not only reported the month of XX/XX/XXXX as late, and then as a 60 and 90 day late, ( which they did finally admit was their mistake ) but now has reported the entire XX/XX/XXXX-XX/XX/XXXX as delinquent. I was working on a new 90-day trial loan modification, and am more than happy to fold those payments into a new loan, but I would rather sell the house, and move my family to where my new job is. But this whole thing has so decimated my credit score, that SunTrust is holding me captive, since I can not qualify for a new loan. And anytime you try and talk to them, they point to a different department and say " You need to call them. '' And every time you try you speak to someone else who has different information.
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

2018-12-27

E Fairfield, VT

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-27

Fairfax, VA

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

2018-12-27

Mount Juliet, TN

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

2018-12-27

Chesterfield, VA

Fraud or scam

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

2018-12-26

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

Timely Response

2018-12-26

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

Timely Response

2018-12-26

Macon, 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

2018-12-26

Cadwell, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I have a fairly new checking account with Suntrust bank. The set up the majority of my bills through their bill pay option. Because at least one if not two direct deposits enter my account every Thursday, I set up an recurring bill pay option for the funds to be issued on each Thursday or the following Friday. Through recent investigation i have found that several checks have been posted prior to the date of my enrolling of bills pay. check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 check number XXXX dated XX/XX/2018 cashed XX/XX/2018 i contacted the bill pay department with suntrust and the representative completely agreed with what i was describing as an error. She stated that the funds would be returned to me as soon as she confirmed with her supervisor. When she came back to the phone, her entire demeanor changed and she told me that she was sorry there was nothing that she could do. I then called the bank to speak with a manager. I explained to the lady of the phone the scenario in which her reply was " If you don't like the way that the bill pay works, don't use it and pay your bills yourself. '' I can provide additional disturbing information about that particular phone conversation if needed. I then asked to speak with the manager. I was informed that she was unavailable at the time and my name and number was taken for a call back. I was on a conference call my my own job when the manager returned my call a few hours later. I called back within 20 minutes of her leaving a voicemail ; however, I was still unable to make contact with her. I again left a message for a return phone call, but I have yet to receive a response.
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

2018-12-21

Ft Lauderdale, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Every month I make 2 payments towards my mortgage. Suntrust mortgage holds the payments until I call and advise them that I've made the full payment. They charge me a late fee and they have heavy handed collection agents harass me every month. I have advised multiple times to multiple agents of my payment pattern to no avail. I I feel I'm being harassed by the collection agents for a debt I've paid. The representative who are on a call system told me they NEVER REVIEW CUSTOMER ACCOUNTS BEFORE THEY SPEAK TO YOU. That's monthly harassment. I have made the full and most times more than the minimum monthly amount, why the malicious collection calls? I received multiple collection calls in the same day which I believe is against the law if I've made payment. Once I advise the the ignorant annoyed disrespectful representative it can take multiple business days to be adjusted. Why am I being punished? The banks bi-weekly payment plan is cost prohibited. I'm unable to make 2 full payments in one month. Please assist me on stopping this collection harassment and total disrespect that Suntrust 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

2018-12-21

FL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/2018 I noticed that an auto draft for my mortgage payment with XXXX XXXX had still went through on my checking account even though I had taken it off auto draft and made other arrangements to make my mortgage payment. I contacted Suntrust and they applied a stop payment and reversed the fees. However, on XX/XX/XXXX, I noticed that the charge had returned. This caused my account to go into overdraft and for me to not just have no money left in my account, but also to incur multiple overdraft fees. I was told I had to speak with employees at a branch and received virtually no help from them. By XX/XX/XXXX, I was told by the branch manager of the XXXX XXXX branch that Suntrust would rectify the problem in 10 days and until that time I will not have access to any of my money. This would include not being able to have any money through the XXXX and XXXX XXXX 's holidays. The branch manager I spoke with was extremely indignant, unprofessional, and didn't seem to have the slightest understanding of how to do her job. As of this writing, I have had to get a cash advance just to be able to pay my power bill. Suntrust has admitted several times it is their mistake and apologized. However, apologies don't put gas in my car, food on the table, or make sure my lights stay on. When it comes to actually being able to help me in some way ... ..Suntrust just doesn't 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

2018-12-21

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

2018-12-20

Empire State, NY

Unexpected or other fees

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