SUNTRUST BANKS, INC

2019-09-25

Belle Isle, FL

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

2019-09-25

Newport, TN

Managing an account

Checking or savings account: Other banking product or service

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

2019-09-25

FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I went into SunTrust Bank on XXXX and deposited a check for {$2100.00}. I was assured by the teller that it would be deposited and the funds made available 24 hours later. The very next day on XXXX, I had no access to the online banking portion of my account. I went back to SunTrust to see what was going on, I was told by the personal banker that they suspected the funds were not in the payer account to cover the check. She then asked for a screenshot of the the check issuers bank account, showing they had enough money to cover the check. ( which I thought to be completely unprofessional ) I spoke to the issuer and they were willing to comply with the request for the screenshot, but then the personal banker said she didn't need it anymore because the issue was being investigated. I figured all of this would be worked out by the next day on XX/XX/XXXX, so I returned home. The next morning on XX/XX/XXXX I received a letter in the mail from SunTrust stating that a hold has been placed on the funds until XX/XX/XXXX. I then contacted SunTrust to see what was going on and how we could resolve this, again. I was told my account was frozen and would be closed " due to rules and regulations violation, '' representatives for SunTrust told me that there was an investigation taking place because the signature on the check had not been verified, but as long as the check cleared on the XXXX at XXXX XXXX. my account would be retained by SunTrust and there would be no issue. Of course, the check cleared on the XXXX at XXXX XXXX as I knew it would, but now I am unable even get a stop payment put on the check because SunTrust has cashed it with XXXX XXXX, which is the issuer 's bank. I have called every day trying to seek a resolution, but keep getting told there is an investigation and my account will be closed when the investigation is done. I believe SunTrust is in a direct violation of the Expedited Funds Availability act of 1987. They have denied access to my account and any funds for way longer than the law allows. Also, I believe them to be in direct violation of their own account rules and regulations. Title 12, Chapter 41 of the US Code and Title 12, Part 229 of the Code of Federal Regulations [ 1 ]. It will take 5 to 10 business days before the investigation is complete, 5 to 10 business days for my account to go into " closing status '', and another 5 to 10 business days before they would send the check for my remaining balance and I have already been cut off from all my funds for 8 days. My power is off, I have XXXX small children and my car insurance is due. We can not survive. Someone please reach out to me. At the earliest possibility, as I previously stated my power is off and we have no way to feed our children.
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

2019-09-24

Alts Del Encanto, PR

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: XXXX internet service dispute portal never working. As a consumer we can reach them to summit a dispute. In my case this account appear twice We need a mechanism to reach them. In my case internet is the better but the poral never works.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-24

Sanford, 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

2019-09-24

La Pine, OR

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Regarding loans through suntrust mortgage First mortgage # XXXX Second mortgage # XXXX I desperately need assistance with my previous modification for my loan that was with suntrust mortgage. My second lein was sent to XXXX XXXX a PMI insurance company during my modification process. I was told it was in a waiting pool until my first modification was done then they work on second modification. I wasnt aware it was sent off until I received a letter demanding XXXX from XXXX XXXX. Suntrust told me it was payed off so I assumed it was from the modification as there was many programs forgiving loans, extinguishing liens, settling ect. Suntrust told me I had to be approved for a first HAMP modification then once it was done I had a waiting period of 3 months before it was permanent as long as all payments were made which they were and have been ever since. Suntrust said at that time they will do the second lien modification which is required by XXXX XXXX. During this time I was confused how my mortgage was sent to a PMI insurance as I received a 80/20 loan to avoid PMI and never was aware it was on my loan. Once my first loan was completed shortly after that I received letters about my credit reports being updated for errors on suntrusts part and my loans were updated and didnt show default. My current credit report doesnt show either suntrust account at all. Suntrust then sent my first mortgage to XXXX mortgage. XXXX reaches out to me to inform me suntrust made errors in my modification and didnt add over 3000 of escrow to my modification which should have been done by all guidelines and also was told by suntrust everything will be on one loan because I had all interest loans no taxes or insurance. XXXX was very concerned as they do modification based on numbers and what the l barrow can afford during hardship. With such a high amount of escrow that was not included would put my monthly payments about {$250.00} more a month which I would not be able to pay due to my hardship. XXXX worked really hard to fix the error and was able to get the amount spread over time but my payment still increased. When my first mortgage was sent to XXXX it was shortly after my modification so at that time it said both loans payed in full. So I assumed they were taken care of because of the modification. During that time XXXX XXXX sent out a demand letter for the amount of the second mortgage. I called suntrust as there was so many scams at this time and they stated it was wrote off. I called XXXX XXXX to let them know I think this is a mistake. They said no it was sent as soon as I defaulted which was a error on there part as they had reported wrong information to credit bureaus. But my loan was gone before I even got this letter. I think I was completely treated unfairly I have been working on this over 45 days with no resolutions. Sun trust couldnt even find any of my loans for weeks. This started as a refinance to remove my significant other off my mortgage as I am leaving and abusive relationship. Both first one second lein was still on my title. But since then review rules, regulations from XXXX XXXX, consumer reports, Hope for home own consolers, HUD gov pages regarding modification and also documents I have saved. I came to realized my modification was not done correctly from sending a insurance claim that was not accurate and not evaluating my second mortgage as they stated they would. This is now causing me extreme stress, and issues. I have to pay XXXX a day for a lock to be extended and I dont even have the income to do so. XXXX XXXX was gon na settle and backed out the day of signing. I could only settle with them as I am giving them all thats left to give in the loan refinance which also changes my payment and Interest rate by adding that debt. I had to include some of my debt to even be approved for my refinance because of my DTI. I only had enough left for partial payment but was willing to include it. I figured they would settle considering they sent a settlement while back for XXXX. We were completely unaware of any of this until it went to title. Neither suntrust loans are on any credit reports at all not even stating closed. At this time I am now in a even bigger hardship as I am trying to get out of a bad situation. This is completely unfair this should of been taken care of years ago and I should of received my fair modification process. Now as a victim of abuse the hardest part is leaving. I finally made this biggest decision that I finally had enough. My biggest worry was being finically stable to try to move forward. So you can only imagine the pain as if my world was falling apart as getting news that my loan could not be processed until this was resolved. There is many mistakes that were made and I feel they dropped the ball. Someone needs to be accountable for all this as none of this was my fault as I only did what was told by suntrust. I am in desperate need for a fair resolution so I can close my loan and try to heal and move forward with my life. Please reach out for any more questions you may have regarding this. I know its completely confusing. Everyone I have reached out to agrees there is mistakes made and that they havent seen a case like this. Thank you, 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

2019-09-24

WV

Incorrect information on your report

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

Account information incorrect
Complaint: Sun Trust bank placed a late payment on my report in on XX/XX/19. I called the company several times to have it corrected but it remains after the company said it would make this correction. Sun Trust changed the status to " Improved Account '' after I paid the outstanding balance but never eliminated it from my credit report with all agencies. They refunded me the amount I sent which I took to mean they acknowledged their mistake but to date the late payment remains. I want it removed because it is the only late payment on my report and I want my status to return to EXCELLENT. XXXX XXXX
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

2019-09-24

FL

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: About 4 weeks now I have been getting different information from different agents with in the suntrust customer service. I deposited a check, in which they closed the next day I was advised that the account will be closed with in the next 5 days and that I will have a letter sent out stating why and I will receive my check I have not received my check and I have been getting the run around in regards to getting my money I would like them to give me my money to pay my bills I dont have anything. Their basically taking my money and have failed to disclose why my account is on hold. They have failed to let me know anything in regards to my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-24

Fruit Cove, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-24

Leesburg, FL

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 non-monetary relief

Timely Response

2019-09-23

San Gabriel, CA

Fraud or scam

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

Complaint: On XX/XX/2019 SunTrust informed CFPB for I to fill out the Hold Harmless letter and email the scan copy to XXXX. On XX/XX/2019 The Hold Harmless department refused to accept the Hold Harmless letter from me because I am not from the bank. I responded with the copy and paste from SunTrust CFPB response. The Hold Harmless department responded for me to contact the individual from SunTrust, and to have it notarized. The representative from SunTrust informed me to contact the Hold Harmless department. Please this run around is not fair and false from what was told to CFPB and I need my money back. XX/XX/2019 XXXX XXXX ( XXXX ) XXXX Company 's Response We have received and reviewed your correspondences forwarded to us from the CFPB regarding a {$1600.00} wire transferred into a SunTrust account. I am sorry to learn that you were the victim of an apparent scam and understand how a situation like this can be frustrating. I appreciate the opportunity to respond. Our review of the facts related to this matter indicates that on XX/XX/2019, the funds were properly credited to the SunTrust Bank account according to the wire instructions we received from XXXX XXXX XXXX XXXX, XXXX. Typically when non-clients contact us about fraudulent activity involving accounts at SunTrust, we direct those individuals to contact their bank to file fraud claims for the transactions they question. It would be up to that bank to initiate any claim on their clients behalf and submit it via email to XXXX ; the matter would then be handled between the two banks. The claims are investigated by our Fraud Division, and we will contact the banks that submitted the claims with our findings. For this reason, individuals will need to contact their banks directly regarding their claims. We do, of course, cooperate with any law enforcement investigations concerning fraud claims. SunTrust acts in accordance with all State and Federal laws and regulations and denies the allegations of wrongdoing. We have no record of receiving a Hold Harmless claim regarding this matter from XXXX XXXX XXXX XXXX, XXXX. Because you have stated that they refuse to submit a Hold Harmless claim on your behalf, I am enclosing the required form so that you may complete the form and return it to the email address noted above. Ms. XXXX, I understand this is not the resolution you are seeking from SunTrust, and I do hope that law enforcement is able to resolve this for you. If you have additional questions, please contact your financial institution for further assistance. XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Resident Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX , MD XXXX SunTrust phone # XXXX ( XXXX ) XXXX SunTrust Banks Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX as Janets number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. XX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit SUNTRUST ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX md XXXX. I wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. On XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. On XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed SunTrust of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. On XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at SunTrust I had a police report number, the representative said they can only accept it from the police department and/or XXXX. XX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that SunTrust doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. SunTrust representative said they will need a Hold Harmless letter from XXXX. XX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that SunTrust is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because SunTrust is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 I called XXXX wire department to inform them that I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to SunTrust, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( SunTrust ). She reports that SunTrust closed their accounts. I reported the incident to the FBI. I had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email SunTrust to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. XX/XX/2019-XX/XX/2019 XXXX XXXX weekend all offices were closed. XX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return XXXX hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. XX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to SunTrust bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. XX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call SunTrust in tears. I was transferred to SunTrust wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from SunTrust told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like SunTrust doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at SunTrust for XXXX XXXX was still open and the funds are still there. XX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to SunTrust requesting the money to be returned without a Hold Harmless Letter. I talked to SunTrust they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. XX/XX/2019 at XXXX XXXX from XXXX Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to SunTrust. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states SunTrust is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from SunTrust regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called SunTrust wire department and talked to XXXX. She said since Im not a SunTrust client she cant take any information from me. XX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to SunTrust XX/XX/2019 at XXXX. She said that SunTrust replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from SunTrust Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. My complaint with SunTrust is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use SunTrust as a means to commit fraud. My complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to SunTrust because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, CA 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

2019-09-23

Palm Bch Shrs, FL

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

2019-09-23

Aberdeen, MD

Problem with a credit reporting company's investigation into an existing problem

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

Problem with personal statement of dispute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-23

Columbia, SC

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-23

Grapevine, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I sent in a cashiers check over a week ago and it's been confirmed received and they still havent updates my account and still charging me daily interest. This is causing financial harm and totally illegal. I need them to credit my cashiers check to reflect payment in full and manually updated the 3 credit reporting agencies to show the account is XXXX balance and paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-23

Baltimore, MD

Managing an account

Checking or savings account: Other banking product or service

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

2019-09-22

Onekama, MI

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: In XXXX of this year, I was notified through my credit tracking service that I have signed up through my current bank, XXXX, that my credit score had dropped. I went online and found out that SunTrust bank had reported a delinquent account that they had charged off for {$16.00}. This was a line of credit I had with them since XXXX and when we moved from XXXX to XXXX in XXXX, I had requested that line be closed out. After I sent the initial request, I then requested it again in XXXX and XXXX as a statement had been forwarded to me from XXXX ( not from SunTrust ) and they had failed to close it out. As a side note, SunTrust had my current address in XXXX as we had been receiving correspondence from them until all of our accounts were closed in early XXXX. However, I had not received any statements on this line of credit since moving from Maryland in XXXX. The amount that they had charged off was the {$15.00} annual fee and a penalty, which totaled {$16.00}. All of the statements regarding this account were forwarded by the person who bought our house in XXXX. When I found out about their filing the derogatory notice on my credit bureau I called SunTrust on XX/XX/XXXX and talked to someone by the name of XXXX. She informed me that she would process my complaint and I should get something in the mail. When I hadn't received anything by XX/XX/XXXX, I filed a dispute with XXXX ( file XXXX ) as SunTrust stated they had not recorded any such complaint. As I still hadn't received any notification from SunTrust I called back on the XXXX (? ) to confirm that this dispute had been recorded, which was told it had and it would take 30 days. On XX/XX/XXXX, I received notification from XXXX that the derogatory filing had been changed to 90 days late, however, the account was closed on XX/XX/XXXX so no one has been able to explain to me that if it was closed how can an amount or account be 90 days late? In addition, I have had a consistent and excellent credit score up until this point. Why would I allow {$15.00} to charge off and change that after many, many years of a strong credit history? I explained to SunTrust that they clearly have a flawed system as I have had to repeatedly ask them to close this account over a 2 year period. I also explained that I hadn't received any statements from them stating I owed any money even thought they were able to confirm my current address. They said it was up to me to contact them to ensure the account was closed. As I hadn't received any more statements I assumed the account had finally been closed. They also indicated I should have gone to a branch but there are no SunTrust 's in the midwest. I want this delinquency removed from my credit as I feel they are taking advantage of me and improperly handled the request to close and charged this account off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-21

Naples, FL

Problem with a company's investigation into an existing issue

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

Their investigation did not fix an error on your report
Complaint: XX/XX/XXXX-XX/XX/2019 I requested a loan to purchase land on XX/XX/19. I knew i had good credit, good income, and over 40 percent of the downpayment ( more than necessary ). However, on XX/XX/2019 i get a decline notice. I was told to please wait 24 hours to view my decline letter. On XX/XX/2019 I get my decline letter and it states four reasons, I immediately knew that some of the listed items were incorrect, such as not having enough income, But i went ahead and ordered my XXXX credit report, the same agency they used to obtain my information. After obtaining my credit report, i see that my credit scire has only improved, that there arent any collections like they say i have, and that my seven credit cards are almost ar zero balance with only my care payment if XXXX a month. My oldest credit goes back 18 years, and most accounts average 8 years which. Additionally, my only other bill is rent of XXXX a month. I am a XXXX XXXX who makes XXXX or more a years. So I emailed them back saying their reasons make no sense ( all four if them ), but they emailed me twice saying just open your decline letter I feel that if they want to decline then do so on other basis, but their basis for declining me are incorrect. Also I dont want my scored lowered from them if they dont want to get this letter to be accurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-21

Lena, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I was alerted by SunTrust Mortgage - during the time the ex-wife was applying for a mortgage modification that their was what appeared to be forged signature. Apparently a fraud investigation was opened up - but I did not hear a word about it. When going back to the VP of security - I'm now being told that I need too call back and " re-open '' this. It feels as through SunTrust does not take fraud very seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Daytona Beach, FL

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

2019-09-19

Laurel, NY

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

2019-09-19

Middletown, DE

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

2019-09-19

Gastonia, NC

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On Friday, XX/XX/2019, my primary checking account reflected a balance of {$1100.00}. Over the weekend I spent money. Some transactions, were items I did not even authorize. XXXX XXXX XXXX XXXX XXXX already made the credit for 4 items today. On Monday, at XXXX my balance was {$690.00} and XXXX XXXX took out XXXX for an order. They were suppose to wait until Tuesday at XXXX. Ive explained to Suntrust, that there was 9 transitions and 9 fees. I begged the branch manager, corporate office and local business banker to assist me. I bring in XXXX a month to this bank and no one would help me. The money that came in, was to order carpet for a Friday installation. I want to continue business with Suntrust but not with a bank that doesnt want to work with me. I would never use my card purposely without funds on it. Now, I could face a backcharge from the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Pinellas Park, 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

2019-09-19

Chesapeak Bch, MD

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