SUNTRUST BANKS, INC

2019-10-18

Spartanburg, SC

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

2019-10-18

Sarasota, FL

Managing an account

Checking or savings account: Savings 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

2019-10-17

Lk Buena Vis, FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I opened 2 business accounts in XX/XX/XXXX at SunTrust. While in the process of transferring money from my previous bank, I tried to access my account online but was unable to. I contacted XXXX XXXX, Branch Manager in person, and he pulled up my account and stated that my account had been CLOSED but could not provide a reason. He told me that I should not attempt to try any transactions for the next 5 days. Which I did. He stated that then after 10 days the bank would send me a check to close each account. The dollar amounts are in excess of {$46000.00} in my combined accounts. I have communicated with XXXX weekly and still not get any relief. I attempted to contact XXXX once again on XX/XX/XXXX. He was unavailable and off property. He left me a voice mail providing me with the fraud departments phone number which I called on XX/XX/XXXX only to be told the number was an inhouse number and they could not help me. I was then transferred to the personal banking center, which they stated they could not help me either. I was then transferred to the small business center. I told the phone clerk about the situation and provided all account information. She stated that she could not help me but would contact a person in the appropriate department that could. I said great I will wait to be connected. She then stated that I was not allowed to speak to them!!!!!!! She eventually came back online and told me that the account was not closed but under review for referral, but I could not transact any business. So, I said in other words it is closed. She said n. I said then I want to close the account at a local bank. She said she did not know if that was possible! I went back to my bank only to be told that XXXX was off property once again in a managers meeting. I said where is it perhaps they could help me. She stated that she would not tell me. I then went to another bank location, you guessed it in a Managers meeting. I believe SunTrust is attempting to fraud me from my money. They have been totally uncooperative, uncaring and have stalled over and over. They have not been forthcoming having never officially notifying me the status of my account. Is it closed or not? The lady on the phone did inform me that I was being sent a check for {$200.00}. This bank needs to be investigated ; can someone tell me how to proceed to recapture my money which has been stolen from me. 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

2019-10-17

Gonzales, LA

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

2019-10-17

Valrico, FL

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

2019-10-17

East Windsor, NJ

Opening an account

Checking or savings account: Savings account

Unable to open an account
Complaint: I opened a checking and savings account on-line with Sun Trust on XX/XX/2019 with account # s XXXX and XXXX. A bank to bank transfer was completed to fund the accounts. On XXXX XXXX, 2019, the bank unilaterally closed both the accounts without telling me exact reason for closing these accounts. I attempted to have this information furnished to me by contacting the bank 's executives XXXX XXXX XXXX XXXX requesting that such adverse information be furnished to me under FCRA, Despite several attempts, the bank is turning a blind eye to my requests, and not furnishing the adverse information that caused them to close the accounts. I request you intervention to resolve this issue with Sun Trust, and have the bank furnish the requested information. So far all I have received are form letters from the bank telling me that the accounts were closed, but not disclosing the reason for such an action. Please note that the bank returned my funds after holding them for a week without giving me any interest for use of my funds that they held for a week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-17

Lewisville, TX

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: I opened a new money market account at Suntrust Bank based upon an advertisement at https : XXXX showing 2.4 % interest rate. On XX/XX/2019, {$10000.00} was ACHd by Suntrust from my Savings account at XXXX XXXX. I then logged into my account and it no where on the site did it show the interest rate. I called up Customer Service and after spending 30 minutes on the phone with Suntrust, they said the interest rate can change at any time without notice and there was no way to find the rate out except to call them. Since spending 30 minutes on the phone to get my interest rate is not a good use of time, I decided I was going to close my account. I sent myself a XXXX check for {$10000.00} so I could get my funds back. The funds were supposed to arrive by XX/XX/XXXX, and when the check did not show up I called them on the XXXX. They said my account was frozen due to fraud prevention and to wait a couple days and they would close my account and mail me a check. I called Suntrust again on XX/XX/XXXX, and they said to wait one week and my account would be closed and they would mail me a check. I called today, on XX/XX/XXXX and XXXX XXXX said there was no way for Suntrust to send me my money back and XXXX had to request the money. I called XXXX and they said there was no way they could request the money because the ACH request was initiated by Suntrust. I then called Suntrust back again and XXXX XXXX said I just had to wait an undetermined amount of time. I called again and they said my account is frozen due to a garnishment. I know there are no garnishments related to me so the only way for that to occur is for mistaken identity. I asked them to produce a document or what I could send them to prove that there are no issues and she said there was nothing I can 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

2019-10-17

Delray Beach, FL

Managing an account

Checking or savings account: Savings 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

2019-10-17

AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, my son passed away. In early XX/XX/XXXX, I contacted the mortgage holder, SunTrust, to begin the probate process in order to prepare to either sell the house or retain the house for his sister. A customer service representative said they would mail me a package of forms to complete. After waiting a couple of weeks without receiving the package, I followed up. The customer service representative said they needed a death certificate which we faxed to them. Still no package, called again, customer service representative said there was not record of receiving the fax and they needed death certificate and probate letter in order to send the forms. Still no package of forms. Repeated calls, no response. After we closed bank account and auto draft payments stopped we received letter addressed to my son that account was delinquent and a home preservation client representative had been assigned and he was instructed to call or email her. Telephone number provided was not reachable by direct dial had to go through customer service to leave message. Multiple voice mails and emails were unanswered of a 4-6 week period. Letters continued to come. Finally notice of foreclosure from an attorney firm. Talked with the legal firm, they could not provide us a contact. We finally got a call back from the home preservation client representative. She said she would send a package of forms for us to fill out to stop the foreclosure sell and allow us to sell the home in order to regain the equity. She asked us to send the death certificate and probate letter again. We did. Two weeks, no packet. Left message. She called and said did not receive death certificate. We provided the receipt number documenting it was received by her company. Six weeks, no packet, no return call from messages left, no emails answered. Foreclosure attorney continues to move forward with foreclosure sale. We need someone to stop this sale, provide us the paperwork so that we can put the house on the market and sell it. We need time to sell the house. We just recently received the payoff amount from the foreclosure attorney. SunTrust would never provide that to us. My grandson wants to try and buy it but he can not do so in the time remaining.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-16

Silver Spring, MD

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I opened an account with SunTrust on XX/XX/2019. I made an opening deposit of {$50.00} shortly after opening the account. I deposit my employer paycheck of {$1100.00} on XX/XX/XXXX. The next day ( XX/XX/XXXX ), I was notified that a hold was placed on the paycheck for 10 days, and funds would be available on XX/XX/2019 by XXXX ET. The reason for the hold was " confidential information that the check may not be paid. '' The next week, I received my debit card and new account information by mail. When XX/XX/XXXX came, I called SunTrust Customer Service, and a CSR told me that my account was under review and couldn't give me further information over the phone. I went to the XXXX XXXX, MD branch and spoke with a banker the same day. She informed me that my account was actually going to be closed, " per the rules and regulations. '' When I said that I did not receive any notification of this, she said " well, we don't have to notify you. '' I took my complaints to social media, and a representative from SunTrust Bank 's social media team contacted me. He said that my account was " under review and will be closed ''. He also said that closure " takes 5-7 business days with no activity, then another 5-7 business days for the account to be closed, then another 7-10 business days for the funds to be returned to you via US Mail. '' It may be until XXXX before I get my money back, nearly {$1200.00} that I deposited in good faith.
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

2019-10-16

Franklin, TN

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

2019-10-16

TX

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 HAVE WRITTEN XXXX AND I HAVE WRITTEN SUNTRUST, NO HELP WHAT SO EVER.. ITS SAD BUT THE BUREAU 'S AND THE BANKS HAVE TOO MUCH POWER,, WAY TO HARD TO CORRECT REPORTING MY WIFE AND I ONLY WANT TO BUY A SMALL HOUSE FOR THE FAMILY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-16

Oak Ridge, TN

Trouble during payment process

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

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-15

Saint Charles, MD

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

2019-10-15

Las Vegas, NV

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

2019-10-14

VA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: I had an suntrust opened up under my name about 3 year 's ago didn't know until i received checks an cards in the mail when i called to notifying them it wasn't me they told me the account was already closed an i was responsible for the amount owed I'm now on XXXX XXXX an unable to open account. Because it comes up as fraud I've been fighting this for sometime
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

2019-10-14

Anaheim, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: Credit pull/inquiry not authorized. Pulled prior without authorization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-12

Garrett Park, MD

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I will be XXXX years old on my next birthday. I must admit I do not check my balances on a daily or weekly basis. I check once a month. When I checked, I found out that {$400.00} had been removed from my account at a Drive In Window. The bank insisted that I made it after I deposited a money order and then went back to take out {$100.00} for a homeless friend that was sitting on the curb near the bank. I went back to the bank to ask questions. I was told that they could not give me any information because the teller who did the transaction was not at work that day. I continued to call and was told that all transactions showed my drivers license and bank card so that was their proof that I had made the withdrawal. I then went to another bank and they could not help me. Then I went to a third bank and filed out a form and had it notarized. The money was put back in my account but with no reason why this happened. On XX/XX/XXXX they finally sent me a letter from the Fraud Assistance Center that told me they were HAPPY to inform me that they credited my account with the {$400.00}. I went back to the Olney branch several times to ask why this happened. I was told that the Fraud division had not given them an explanation. I kept getting the RUN AROUND. I have 4 accounts with this bank. Three of them are in my trust. The one that is in question is not. So last week I closed that account and put it in Navy Federal where I have my other accounts. My fear is that it might happen again. It is a lot of trouble changing banks. My XXXX sons social security check in which I am the representative payee will have to be changed and the account with my social security check will have to be changed. It will be so hard for me. I dont know which bank to change to. I would love to do XXXX but cant get in. My father was a 100 % XXXX vet but he did not have XXXX. I have two sons who are veterans and have XXXX but the company goes down so my sons could not pass it up to me. I am so fearful about my savings account and two checking accounts that remain in Suntrust b The Claim Number given to me by the Fraud Assistance Center is XXXX Please help. I deserve some type of explanation if it were a banking error or whatever. Thanks in advance for any help that you can give me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-12

CO

Struggling to pay your loan

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

Complaint: Full documents related to the loan have not been disclosed. LightStream attempts to penalize consumers based on policies that do not have full legal documentation. I reached out to the LightStream on three different occasions to adjust my auto-payment date from the XXXX to XXXX. In order to make this change, LightStream would increase the interest rate of the loan by 50 basis points. I pulled the loan agreement and it specifies the following : " If you fail to pay or maintain payments via the Automated Payment Option, you agree that the failure will immediately result in a permanent XXXX percentage point increase in the annual interest rate in effect on your loan. " My request was not to cancel the Auto Pay option but maintain an AutoPay option with a different date. The loan agreement also includes the following language : " Payments ( comprised of principal and interest ) ( 1 ) will be payable monthly, in an amount of {$250.00}, and ( 2 ) will be due on the same day each month ( the " Payment Date '' ), such day being the one you designate upon electronically signing this Agreement. '' A payment date is not designated in the agreement. Additional documents on the online portal only include a credit score disclosure. I requested documentation of this designation and LightStream was only able to provide a generated email which states that my payment will be on the XXXX. No documentation of the designated payment date was able to be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-12

Wallington, NJ

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 sent a certified letter to XXXX to remove a Inquiry I did not authorize ... On XX/XX/XXXX. 2019 XXXX did give a response that the inquiry was factual without providing any documentation to display I authorize this unknown inquiry from SunTrust Bank. I then contacted Suntrust Bank as suggested from XXXX to contact the furnisher directly and spoke to a representative that could not provide details to how the inquiry was initiated, nor did the representative have any factually sound documentation with my signature to show I personally requested services of any kind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-11

Palm Bch Shrs, FL

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Ive reached out to Sun-trust recently about the closure of, y account and there statement was that after an investigation into the check deposited on XX/XX/XXXX19 they would release funds. I've tried to provide them supporting documents that show that the check was valid as well as a contact number and emails from the lawyer. But they are refusing to allow such they have even refused to provide me with a way to get in touch with there arbitration Dept. I spoke with 6 representatives today XX/XX/XXXX2019 and heard several conflicting stories so while i'm here in Texas I decided to record 2 conversations ( which is legal in Texas with one parties consent ). They stated that the funds would be returned to the sender then i called back and they stated the funds would have to be requested from the Bank on the check. The accountant XXXX From the law firm was also on the phone and heard this and was baffled and spoke with the rep who stated that the funds would be return. Then she was even more baffled to know that the story changed. In the mist of this i was told my account was closed due to depositing a fraudulent check. also to add they took put a paycheck i had direct deposited in the account on hold as well. XX/XX/XXXX has stated that the check has cleared and they arent requesting the check back and Suntrust has no right to hold my funds on suspcion of Fraud. Theres nothing in the agreement i singed that says they can do such. Suntrust has the right to close the account when they see fit but they dont have to right to hold funds until they fill fit, In the agreement i signed it says that suntrust will release fund upon clossure of the account and the account is closed. ( see all attachments )
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

2019-10-11

Dahlonega, GA

Fees or interest

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

Unexpected increase in interest rate
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

2019-10-11

Seneca, SC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I had went to Suntrust banking back in XX/XX/2018, I had issues with a merchant making unauthorize debit from my checking account. They changed my card. After receiving the new card, some how they was still able to continue debting my account. I went to speak with the manager about my account, and the decision was to suspend account temporarily and watch the accounts. I ask the manager what will be the best action to take and the decision was to suspend the card. while the was suspend the merchant would try to debit account four to five times daily. After two month the manager decisison was to unblock the card, and stated that the bank would put a security alerts on the account so the merchant could not debit card anymore. The card was unblock and the merchant took all my disability income. I filed several claim with Suntrust Bank, after long time waiting for respond the claim was denied because of inconsistencies. What ever that mean. The should have never unblocked the card, I should have been reissue a new 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

2019-10-10

Wonder Lake, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for the Illinois Hardest Hit Fund program offered by IHDA. IHDA sent SUNTRUST a request in XXXX OF 2019 to verify all of the figures on my mortgage. This normally should take no MORE than 35 business days. It is now 3 months, and I do not have any answer from this lender. My file is sitting at IHDA collecting dust since Suntrust has not answered and seems to not know what they are doing. Can Suntrust please answer IHDA so I can get mortgage assistance. Thank you
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

2019-10-10

Woodstock, GA

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response