SUNTRUST BANKS, INC.

2018-12-20

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

2018-12-20

Lawrenceburg, TN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I opted out of overdraft protection when I opened the account, however to my disappointment, SunTrust allowed a charge against my debit card to go through, through-by sending my account into overdraft. I not only was charged for a item I did not want, SunTrust added in a XXXX fee as my account was over drawn. I spoke to their fraud dept. and they asserted, " SunTrust had the sole Discretion to pay debit card charges and add a fee for overdraft, as they had " 2 '' over-draft programs?! I quickly spoke up and advised them I was NEVER advised of a 2nd over-draft program ; if I had been I would have opted out of it. This " 2nd overdraft Discretion '' is a fraudulent scheme they are running against their clients to assess fees against accounts. It's simply illegal and must be shut down immediately.
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

Ocklawaha, FL

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

2018-12-20

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

2018-12-19

Lutherville, MD

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

2018-12-19

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

2018-12-19

Katy, TX

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

2018-12-19

Managing an account

Checking or savings account: Other banking product or service

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

2018-12-19

Newport News, VA

Trouble during payment process

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

2018-12-18

IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We had a contractor replace our roof & gutters due to hail around XX/XX/18. XXXX XXXX XXXX paid via check but Sun Trust Bank ( who our Mortgage is through ) needed to endorse it. I mailed Sun Trust the check on XX/XX/XXXX and we still dont have it back ( today is XX/XX/XXXX ). They are giving us the run around and we have done and provided everything theyve asked for. The money was due so we had to pay the contractor out of pocket {$8000.00}. Sun Trust needs to give us our endorsed check. They are horrible to work with and Ive called them daily. They wont return calls. Each rep tells me something different. Please help. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-18

Clarkesville, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I had a real good friend who has a checking account with SUNTRUST BANK in XXXX, Ga. He put me on his checking account in XX/XX/2008 after he had a real bad scare that he might die, instead he lost his right leg. He did this so that I could take care of his bills in case he couldnt. On or about XX/XX/2018 he had a massive XXXX and was found by his EX DAUGHTER-IN-LAW and sent by ambulance to the emergency room. That left her with his keys to everything hes got, his wallet, identification and his ATM CARD without a pin number, she then took the ATM CARD and used it as a CREDIT CARD with no pin and charged over {$3000.00}. He then went to a nursing home for rehabilitation on XX/XX/2018. In the meantime I was trying to get in touch with him on the phone because we talked every week at least one maybe more. When I could not get him I called his grandson that was staying with him, the grandson told me a great big lie. So I kept trying to get my friend on the phone finally call me form the nursing home to tell me where he was at. He was took back to the EMERGENCY ROOM on XX/XX/2018 where he was put on a ventilator and couldnt communicate with anyone till his death on XX/XX/2018. I have documentation from the Sheriffs Department and the District Attorney Office that this is Transaction Card 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

2018-12-17

Cleveland, TN

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

2018-12-17

Tampa, 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

2018-12-17

Tampa Palms, FL

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

2018-12-17

Arroyo Seco, NM

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/2018 - Received an email from SunTrust stating that " If you had a previous userID and password, it will not work in Online Banking. You must enroll as a new user at suntrust.com to continue to access your mortgage online. To create a new userID and password, locate your mortgage account number on your statement, then click here and follow the on-screen instructions. '' XX/XX/2018 - I called SunTrust to confirm voice-to-voice that this eamail wasn't a phishing scam. Was told it was valid. XX/XX/2018 - Called SunTrust customer service again because when I clicked on the XX/XX/2018 email, where it stated to " click here '', the response was " Unsecure site ''. So, I needed confirmation on how to receive a secure site to follow the instructions in the XX/XX/XXXX email. XX/XX/2018 - Called SunTrust to get information and help. Customer service person said she'd walk me through it. She walked me through it and was unable to get new ID and password because computer screen said I was already signed up on online banking. Customer service person said she'd have to transfer me to another department. From day one, when my mortgage was transferred from XXXX XXXX to SunTrust I've had nothing but horrible service. Last summer I signed up for electronic statements ... nope still getting paper. It takes a complicated and time consuming effort to reach customer service, only to be placed on hold. Why does it take an hour to try to get answers to a customer 's questions? Horrible customer service. I want my mortgage loan transferred to any other possible loan servicer. I don't have the time to deal with Suntrust incompetence. I feel it's deliberate to keep customers in the dark on their finances. Every other loan servicer has been able to answer my questions and provide an easy to use online service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-17

N Topsail Bch, NC

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

2018-12-17

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I obtained a mortgage from Suntrust. The loan balance to home value in XX/XX/XXXX has reached 78 % as of XX/XX/XXXX ( XX/XX/XXXX payment ). My understanding is that the PMI would automatically be dropped. It was not as of my XX/XX/XXXX bill. I made a request to confirm PMI removal in XX/XX/XXXX.. Never got a response.I called Customer 'Service ' and was told that if I made any additional principal payments it would change the date PMI could be dropped THEN I was told that XXXX XXXX would still require an appraisal before they would allow PMI to be dropped. It seems to me that it is not 'automatic ' first if I must make a written request and then that XXXX XXXX would require an appraisal ... ... ... ... ... .exactly what is " automatic '' about that? I have no documentation as to who exactly is requiring the appraisal ( or anything else about how XXXX XXXX will receive the information and what exactly they do when they have it including time frame ) I only have the comment from the customer service rep. I do not know what the legal requirements are or where to find them. I do not want to go on paying almost {$60.00} per month if I do not have to and am really disgusted with the lack of clear and timely information in writing ... ... ... .what is really legally required?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-17

Boston, MA

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Complaint: When i first got the loan, I signed up for autopay to receive a lower interest rate. My automatic payments come out on the XXXX of each month. This month ( XXXX ), the XXXX falls on a Thursday but I do not get paid until Friday the XXXX and I won't have enough funds to cover the payment coming out on the XXXX. I contacted XXXX via email on XX/XX/18 to ask them if they can move the autopay to the XXXX just for this month. They said they could not saying that once the loan is funded they are not able to make any changes. I replied on XX/XX/18 asking if I can temporarily cancel my autopay just for the month of XXXX without having my interest rate go up. They responded saying they are not able to make an adjustment to the autopay without affecting the interest rate and told me to call them for further assistance. I called XXXX on XX/XX/18 to explain my situation and they went on to confirm that they can't do anything about the autopay without the interest rate permanently going up. I went to my bank that has the checking account the autopay comes out of and the cost to block the autopay is just about the same as receiving an overdraft fee. {$30.00} vs. {$35.00} but no guarantee it would work since the autopay is not a physical check. I find it hard to believe that XXXX can't make a temporary change to a loan to help a customer avoid an overdraft fee. It's 1 day!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-16

Spring Hill, FL

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Three weeks ago I requested SunTrust Bank to close my checking account .they said it could not be closed then they proceeded to charge me {$3.00} and now claim they can't close it because I owe them {$3.00} they also threatened to charge more fees after XX/XX/XXXX .I have sent doesn't of emails and several phone calls they refused to cooperate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-14

NJ

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I called SunTrust to close my checking account as I moved and the closest SunTrust is over 3 hours away. They refused to close my checking account over the phone. They said that because it had more than {$100.00} dollars there was some kind of security confirmation and they asked for my phone number. Then they said even though the number matched the one on my account and they could see it was the phone I was calling them from that it didn't pass their " third party verification '' test. My cell phone plan is in my wife 's name so apparently that fails the test despite the fact that she is also on the checking account. I told them to just close it and send a check to the name and address registered on the account that's been the same for more than a year. They refused. I asked them to do their extra security verification in any other way since their " third party '' cell phone number verification was not working. They refused. I got a manager on the phone and she also refused to close my account. They stated that I would need to withdrawal all the money so that the balance was under {$100.00} dollars or they wouldn't close it. There is a {$3000.00} min balance on my account so doing that would likely result in generating a fee, but they didn't care. The manager told me the only way to avoid the fee would be to change my account type, but the new account type came with a $ XXXX monthly fee. She said if I hurried then I could remove the money and close the account to avoid the fee. This is very unacceptable in my opinion. No bank should be able to refuse to close an account in good standing and proceed to make the customer jump through hoops to hopefully get it closed and avoid 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

2018-12-14

East Herkimer, NY

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

2018-12-14

Barrett Parkway, GA

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

2018-12-14

Patterson, MD

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: On XX/XX/2018, XXXX at SunTrust Mortgage Servicing advised me how to mail a check of {$5400.00} from XXXX XXXX XXXX for fixing my roof. A XX/XX/XXXX cover letter to SunTrust 's Insurance Claims / Property Damage Department explained what I wanted done. XXXX 's check was made out to my wife and me as well as the mortgage companies. The first mortgage company, XXXX alone already endorsed it. XXXX said it would take 10-14 days to get SunTrust 's endorsed check back to us. On XX/XX/XXXX, SunTrust manager, Ms XXXX XXXX admitted over the telephone that SunTrust had illegally deposited the check and applied it toward the principal of its home equity line, rather than return the endorsed check to me. Note : neither my wife nor I had signed the check. The roofer was scheduled to start work on XX/XX/XXXX and I could not make the initial payment because SunTrust stole my money. Ms. XXXX assured me that this issue would be on an accelerated ladder, but she is still obligated to tell me that it will take 3 to 5 business days for the Research Department to look into this matter. On XX/XX/XXXX, I received a message from XXXX??? with SunTrust Bank, asking me to return her call. I have returned her call every day since then and left a message on her voicemail. No call from SunTrust has been forthcoming. No check from SunTrust has been received either. Luckily, the roofer replaced the roof on XX/XX/XXXX. But I haven't been able to pay them. And another check from the insurance company will be issued soon requiring SunTrust, XXXX, as well as my wife and I to endorse it before I can give it to the roofer for doing such a good and timely job. What am I to do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-14

Fort Myers, FL

Managing an account

Checking or savings account: Checking 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

2018-12-14

Arlington, VA

Problem caused by your funds being low

Checking or savings account: Savings account

Late or other 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