SUNTRUST BANKS, INC

2019-11-04

Charlotte, NC

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the 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

2019-11-04

Houston, TX

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

2019-11-04

Charlotte, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I lost my job in XXXX, XXXX. I went through my savings and retirement while I was looking for work and didn't find a new job until XX/XX/XXXX. That was a 3-month contracting position that ended XX/XX/XXXX. I fell behind on my mortgage and began applying for a loan modification later in XXXX when I found work but at a fraction of what i was making before I lost my original job in XXXX. I was declined the modification and reapplied when my wife started working as well in XXXX of XXXX. My request was declined yet again and I applied for a short-sale and was approved by Suntrust to pursue it. I listed my home with an agent and got an offer which I presented to them but they did not accept the offer. They gave me until XX/XX/XXXX to get another buyer but they set a price that they would accept which was a new stipulation not in the original agreement and did not constitute a short sale at all but one that would make them whole. They also stated that if I did not get a contract by XX/XX/XXXX the would agree to accept a deed-in-lieu of foreclosure but expedited the foreclosure process early in XXXX. Now at a court date on XX/XX/XXXX the foreclosure sale date was set for XX/XX/XXXX. The problem is they never actually tried to modify my loan. I know this because they never asked for bank statements. They explained that I was denied because my income was short by {$150.00} per month. They also explained that my payment would have increased by {$150.00} per month based on their modification process. Basically, their process resulted in a larger payment than the one I could not afford in the first place and that increase resulted in me being denied a modification. Where is the relief? The modification process was a farce. So was the short sale agreement since they introduced new terms after I found a buyer. I am now applying for a deed -in-lieu of foreclosure but they have lost parts of my application and tell me I will have to start from scratch if they don't have a complete package by XXXX, XXXX. They are now working in good faith and have frustrated me at every turn and only seem interested in seeing the foreclosure process through despite my many attempts to resolve as painlessly as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-04

Plymouth, FL

Incorrect information on your report

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

Account status incorrect
Complaint: To whom it may concern : - I have faithfully paid my suntrust credit over the last year and several months. During a regular check of my credit report, I noticed that they had reported my account 30 + 60 days late. I had attempted multiple payments over the period that they reported me late, and each one of the payments was reversed. ( I have documentation of this ). XXXX Payment for {$3000.00} reversed by Suntrust XXXX Payment made by me for {$2400.00} XXXX Payment for {$2400.00} reversed by Suntrust XX/XX/22 Payment for {$5000.00} made by me XX/XX/22 Payment for {$5000.00} made by me XX/XX/22 Payment for {$5000.00} reversed by Suntrust XX/XX/22 Payment for {$5000.00} reversed by Suntrust - I visited multiple branches to speak with branch managers to rectify the issue, and was assured that once I brought my account current the reporting would be rectified. Since they were reversing my online payments, I went to my bank immediately and obtained a cashiers check to bring my account current. Once I did this, I was informed that there was nothing they could do to bring my account current. - I had multiple, very lengthy calls with the credit department and each time was told they would not be changing the status on my credit reports despite all the evidence of payments made and then reversed by suntrust. - I submitted a letter & documentation to all 3 credit bureaus documenting the above facts, and no changes have been made. I am happy to submit additional documentation and would just like the inaccurate reporting to be corrected with the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-03

El Paso, TX

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: Background of Problem : On XX/XX/XXXX, I applied for an XXXX XXXX online and received an email from XXXX that I was denied the card because I was recently past due on a payment. I called XXXX and they told me that the credit servicer that reported that I was past due was XXXX. I then called XXXX and requested a copy of my credit report. On XX/XX/XXXX, I received my copy of the credit report and noticed that XXXX XXXX XXXX/Suntrust Bank was the company that was reporting that I was past due on a student loan. The credit report showed that they were reporting a maximum delinquency of 120 days in XX/XX/XXXX for {$1000.00}. I noticed on the credit report that they had made various inquires to my credit report on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 3 ), and on XX/XX/XXXX. XX/XX/XXXX, I called XXXX to dispute this loan because I have been a victim of credit fraud in the past and I initially thought that this was credit fraud. XXXX opened up an investigation and that it would be completed on XX/XX/XXXX. On XX/XX/XXXX, my wife received a message from Suntrust Bank XXXX XXXX and my wife forwarded this message to my phone. The message contained her contact information and she mentioned the dispute of the loan. Because the credit report contained the account number we researched online for Suntrust/XXXX and found the XXXX website. We created an online account and found that there was only three letters in this account online : One showing a disbursement date of XX/XX/XXXX and breakdown of loan, One showing that I may qualify for a rate reduction, and the last letter showing loan was delinquent. These were the only letters in the online account on XX/XX/XXXX and I printed them. I requested loan documentation from XXXX online and didnt receive them till XX/XX/XXXX and the letter was received open. I then returned the phone call to XXXX XXXX at Suntrust and requested proof of loan documentation. I received this documentation on XX/XX/XXXX via email. XX/XX/XXXX, I received the loan documentation from XXXX XXXX and noticed that there was a document showing a change of loan declaration with a school separation date of XX/XX/XXXX and that this change was made on XX/XX/XXXX. It appeared that the loan was deferred. On XX/XX/XXXX, After receiving the loan information from Suntrust bank, I requested time off from work to investigate this loan with the University XXXX XXXX at XXXX XXXX. XXXX provided me with copy of the disbursement on XX/XX/XXXX from Suntrust Bank. At this time I remembered that I did indeed have a loan with Suntrust Bank back on XX/XX/XXXX. It had been five years since my graduation in XX/XX/XXXX and I had not received any correspondence from Suntrust/XXXX in all this time. I also had a school loan with XXXX XXXX and they immediately started billing me after graduation. On XX/XX/XXXX, I contacted XXXX XXXX and let her know that the loan was mine, but I still had concerns. The concerns were the loan deferment and the fact there were late fees and I had never received any letters from Suntrust/XXXX regarding my loan. On XX/XX/XXXX, XXXX responded via email but did not address my concerns regarding the deferment, late fees, and letter issue. I sent another email regarding the fact that she had not addressed my concerns and she responded via email to contact XXXX regarding those questions. I contacted XXXX via email regarding these same concerns and they claimed they had sent letters and a repayment obligation letter and that I could find them online. I logged in to the online account and there were several letters in the online account that were not available when I created the account on XX/XX/XXXX. On XX/XX/XXXX the only letters that were online were the three I mentioned earlier. On XX/XX/XXXX, XXXX claimed that XXXX notified them on XX/XX/XXXX that I was in School status until XX/XX/XXXX. On XX/XX/XXXX, I contacted XXXX and XXXX provided a verification of enrollment showing that the clearinghouse had me enrolled until XX/XX/XXXX and that I had never attended any other term after Spring XXXX. I provided the copy of the letter to XXXX XXXX at Suntrust and also to XXXX via email and never received a response on who deferred the loan. As of this day I had only received a phone call from Suntrust Bank on XX/XX/XXXX and XX/XX/XXXX and I have only received one letter dated XX/XX/XXXX. I have never received any correspondence from the post office or phone call from Suntrust/XXXX before XX/XX/XXXX. My address has not changed since I applied for this loan. I updated my telephone number on XX/XX/XXXX when I returned XXXX XXXX phone call because they had my wifes number which she had forwarded the message immediately. So if they had tried contacting me via my wifes telephone she would have forwarded that message and I would have contacted them. Suntrust/XXXX has not explained who deferred the loan and why they reported loan delinquency on my credit when they never contacted me before XX/XX/XXXX. Concerns : My Concerns regarding this loan are : 1. Who deferred the loan? 2. The Credit reporting on my credit report. 3. Suntrust/XXXX claiming that they have sent letters and tried contacting me before XX/XX/XXXX and the fact I have never received a letter from Suntrust Bank or XXXX before this date. 4. I do not understand the loan breakdown 5. I am not sure if I am paying Suntrust, XXXX, and recently a loan collector called XXXX that contacted my wifes number regarding this loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Chesapeake, VA

Closing an account

Checking or savings account: Savings 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

2019-11-01

Richmond, VA

Managing an account

Checking or savings account: Checking account

Banking errors
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

2019-11-01

Oxford, GA

Problem when making payments

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

Problem during payment process
Complaint: SUNTRUST reported on my credit report. I realized that this account is not mine. I tried contacting XXXX and SUNTRUST with no successful resolution. There was definitely an error on their part. I have never applied for this 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

2019-10-31

Harsens Is, MI

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

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

Their investigation did not fix an error on your report
Complaint: I filed a complaint with CFPB on XX/XX/2019 complaint number XXXX.After suntrust investigation , I received letter dated XX/XX/2019 denying my request to remove hard inquiry from all credit reports.I never gave Suntrust/lightstream permission to do hard inquiry ONLY soft inquiry.On my XXXX report it shows soft inquiry and hard inquiry from Suntrust.I only authorized soft inquiry knowing the impact from hard inquiries on credit reports.XXXX XXXX is totally wrong on her investigation.I requested a loan based on a soft credit inquiry with no impact.All my credit reports offer lightstream/suntrust loans on loans.These loans offered on credit reports are based on soft inquiries and current 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

2019-10-31

GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/XXXX the bank charged me an overdraft fee for an account that had a positive balance. This in turn caused another transaction to overdraw the account by the value of the fee ( {$36.00} ) and XXXX cents on XX/XX/XXXX. I have overdraft protection with the bank and more than 34 cents in my savings account but less than 36 dollars at the time. Without the first fee I would not have been levied the second. On the XXXX I contacted the bank to resolve this and they dropped the first fee but did not, however, drop the second. I wouldn't nickle and dime this sort of thing if every nickle and dime didn't 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

2019-10-31

Palm Bch Shrs, FL

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

2019-10-31

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble using the card to pay a bill
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Hillcrest, FL

Closing an account

Checking or savings account: Checking account

Funds not received from closed 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

2019-10-31

Cheverly, MD

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

2019-10-31

Titusville, FL

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

2019-10-30

Concord, NC

Closing an account

Checking or savings account: Savings 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

2019-10-30

Plano, TX

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

2019-10-30

Crestview, FL

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

Vehicle loan or lease: Loan

Their investigation did not fix an error on your report
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

2019-10-29

Spring Hill, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I had a SunTrust account. However after my account was fraudulently used, I filed a claim. The claim was then denied from SunTrust so I filed a rebuttal. The rebuttal was also denied. My account at that time was then negative {$1000.00}. Eventually I received a letter from SunTrust telling me my account had been closed due to insufficient funds. All the while, I still had no received my income tax return. After believing my account was closed and following up with the IRS it turns out that my income tax check was in fact deposited into my closed account. SunTrust told me there was nothing they can do but I now only owe them about {$400.00}. I am so beyond upset and I would like a resolution. Seeing that the initial issue wasn't my fault in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-29

Baltimore, MD

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

2019-10-28

Newnan, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have exhausted all administrative remedy to try to work with SunTrust Mortgage, Incorporated. Per, the steps that were taken with honor, the note has been fully discharged and the funds were resent and accepted by SunTrust Mortgage, Incorporporated Payoff Department on XX/XX/XXXX to discharge the debt. The funds were not returned and SunTrust Mortgage, Incorporated agreed to the terms and conditions of the Notarized Legal Affidavit of Fact With Lawful Writ of Directive and Terms of Use of Agreement, dated XX/XX/XXXX ; which was sent certified mail via United States Postal Mail. The alleged 'Trustees ' of SunTrust Mortgage XXXX Incoporate has initiated a wrongful foreclosure with a sale at an auction dated XX/XX/XXXX in XXXX County , Georgia . SunTrust Mortgage, Incorporated can not : - prove it owns the original promissory note - didn't act in compliance with state mediation requirements ( publication of the notice of sale ) - did not follow state-specific foreclosure procedures - provide all journal entries regarding the alleged loan Documentation that has been published for 'public record ' have been balantly ignored by SunTrust Mortgage, Incorporated. The company has the documentation plus more that was mentioned in this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-28

GA

Incorrect information on your report

Checking or savings account: Checking account

Information belongs to someone else
Complaint: my husband an I opened two checking accounts and a savings account with Suntrust Bank and I was told I could not have accounts with them and now they will NOT return our money!! This bank will not even give me a reason as to why, verbally or in writing ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-27

Atlanta, GA

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

2019-10-26

Washington, DC

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

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

Their investigation did not fix an error on your report
Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that SUNTRUST BANK has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. 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

2019-10-25

South Florida, FL

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I received my XXXX return tax check from IRS on the the XXXX of XXXX I went to the Bank on XX/XX/XXXX I deposited check amount of {$7100.00} I was being told by the supervisor that some of the funds will be clear on the account the next day and they will put a hold on the Remaining, the next day I find out they place a hold on the account and I was not able to use my card, I went to the branch and I spoke the fraud department numerous times I provide them with everything they ask for they still holding my check the account was closed the same month in I never receive anything in the mail I contact the fraud I was being to call IRS so they can issue me another, when I contact them they send me a claim package I fill it out and mail back to them 4 weeks later When I contact them to get an update on the claim I was being told the claim was released for me to go back to the bank and have them give me my money because the bank cashed the check then i contact the fraud department a supervisor told me go to one of a Branch and provide them with any prove that stated the check was made out to me when, I went to the bank they told me they can not help me for me to contact fraud until they can release my money. Every time I called the fraud department a supervisor told me the funds can not be released to me and I need to contact IRS again. Please I need help I dont know what to do anymore its been 3 1/2 months since hold my money, I havent able to pay my Rent and my phone bill for the past 3 months. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response