SUNTRUST BANKS, INC

2019-10-03

Cherry Brook, MA

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

2019-10-02

Richmond, VA

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

2019-10-02

Skipperville, AL

Improper use of your report

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

Reporting company used your report improperly
Complaint: I sent them a certified mail letter stating To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer. If you are in possession of any document that you believe authorizes you or your organization to make inquiries into my credit report, I respectfully request a copy of this document be sent to my address listed above so that I may verify its validity. Given the amount of identity theft, I'm sure you'll agree that verifying your information is in your best interest. Finally, assuming you do not possess inquiry authorization, I request that, after removing your unauthorized inquiries from my credit profiles, you also remove all of my personal information from your records and send me confirmation that you have complied with my requests. This was sent on XX/XX/XXXX They responded by email the following Dear XXXX XXXX, We are not able to provide a written document with your signature as you did not sign any documents because the loan application was declined. Please let us know if you have any further questions. Thank you, XXXX LightStream, A Division of SunTrust Bank So why are they not taking this off of my credit I didnt apply for this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-02

Jacksonville, FL

Struggling to pay mortgage

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 monetary relief

Timely Response

2019-10-01

Ft Charlotte, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft 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

2019-10-01

Canton, GA

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

2019-10-01

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

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-01

Buford, GA

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

2019-10-01

Oakland, FL

Closing an account

Checking or savings account: Other banking product or service

Fees charged for closing account
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

2019-09-30

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

2019-09-30

Oxford, GA

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Complaint: Dear CFPB Staff, My name is XXXX XXXX. I am the owner of XXXX XXXX XXXX XXXX XXXX. We are writing you concerning the theft of our funds by SunTrust Bank and their wrongful damage towards our business credit score and my personal credit score. We have a SunTrust Bank Account. In XXXX of this year XXXX made multiple charges on our account which we did not authorize. This brought our account to almost - {$500.00}. We disputed these charges with SunTrust. SunTrust stated clearly to us that once the disputes were resolved the overdraft fees would be reimbursed to us as well. We were told this by three different SunTrust employees in their call centers. The disputes were finally resolved and ruled in our favor XX/XX/XXXX. We were informed of this today when we again called SunTrust 's support number and requested their Claims Department to inquire the status of the dispute. The representative at SunTrust 's Claim 's department even told us all the fees and been reversed, as that is standard protocol not on just for SunTrust but for all banking institutions. I then requested the Claims Department representative transfer me back to the main Customer Service department so that I may stop receiving paper statements. She agreed and put me on hold. After some time instead of speaking to the Customer Service Department the same Claims Department representative picked up and informed me that SunTrust had not reversed the fraudulent overdraft fees as they were suppose to, closed our account without even reaching out to us, kept our remaining Positive Balance, and sold a fraudulent debt to a collections agency damaging both our business credit and my personal credit in the process! We at XXXX XXXX XXXX XXXX XXXX XXXX would have soon been eligible for loans to further our business. SunTrust has ruined our ability to do so. I am looking for a house for my daughter and myself. SunTrust has crippled my personal credit score as well. Along with stealing our funds and closing our business account! In addition to this we had been pre-approved for their Business Credit Card and had been told at their local branch where we had begun the application process that we would receive it after our dispute was finally processed!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-30

Louisville, TN

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

2019-09-30

Lexington, NC

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: On XX/XX/XXXX, a XXXX line of credit was obtained from Suntrust with my commercial building used as collateral. A deed of trust was filed against the property in the amount of XXXX On XX/XX/XXXX, the line of credit was increased to XXXX. The same property was again used as collateral. A new XXXX deed of trust was recorded on the property. The original XXXX deed of trust was never canceled as it was suppose to have been when the second deed of trust was recorded ; leaving two outstanding deeds of trust on the property- a first and second lien. On XX/XX/XXXX, I received approval to refinance the existing XXXX loan with another bank. When a title search was performed by the closing attorney, it was recognized that there were two deeds and two liens filled by Suntrust- but only one existing mortgage. The closing attorney and related title insurance company has stated multiple times that the loan can not close until the first lien is canceled ; as the title company needs to be assured the new bank will be in first position. Paying off the second lien, with the first Suntrust lien remaining would mean the new bank would be in second position behind Suntrust first lien which should not be there in the first place as there is no related loan tied to the lien. Numerous calls and in person visits have been made to Suntrust requesting the bank to fix their error and release the first lien, which should have been released at the time the new second deed was recorded. Each request, I was told we will Look into it and get back with you. This has been going on for over a month. I have had to delay closing on my new mortgage multiple times due to Suntrust not releasing the lien. Suntrust will not release the lien, or provide a payoff. Conversely, they are maintaining a lien on the property without justification. This has cost me in higher interest costs and hours of my time.
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

2019-09-30

AZ

Incorrect information on your report

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

Account status incorrect
Complaint: I refinanced my mortgage with the mortgage broker I've always used. He made sure that the current loan with Suntrust Mortgage would be paid off on XX/XX/19 to make sure it wasn't late. He's never had a problem paying off a loan on the XXXX of a month with any other bank, however Suntrust Mortgage company reported my payment as late because it was after 30 days. They didn't take into account that it was paid by the end of the month and paid in full. When I contacted them they said they wouldn't change the reporting because it's their policy that it be paid by the XXXX of the month. I feel that this late payment showing on my credit report is incorrect .... and the payment wasn't even made by me, it was paid through the process of refinancing. This bad report reduced my credit score by over 20 points! If you review my credit report you would see that I've never made a late payment, that's one thing I'm always good about doing, paying my bills on time! Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-30

Hamburg, NY

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 previously disputed a student loan from XXXXSun Trust Bank with the credit bureaus that was unfamiliar to me and they have came back verified. I received a promissory note in the mail which I signed but it was never with XXXXSun Trust Bank. The promissory note that I signed agreeing to the loan is with XXXX not with XXXXSun Trust Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-30

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

2019-09-30

Bridgeport, OH

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

2019-09-28

Alexandria, VA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I wish to raise an official complaint in respect of treatment of Suntrust mortgage account on the basis that I do not believe that I have been treated fairly. I was told by seller I will have {$16000.00} incentives for the closing. My closing due day is on XX/XX/19. The most current closing disclosure I received from suntrust was on XX/XX/19. I was agreed on all numbers, based on that closing disclosure. Until XX/XX/19, the Suntrust sent me a email, and that email stated there was an error on my final closing disclosure. Also I will not getting a full amount of {$16000.00}, because based on their explanation that FHA credits for state transfer tax ( {$1100.00} ) it is apart of that {$16000.00}. It was conflicted when the seller told me at beginning. Which I should get a a FHA credits from seller by the MD state Law, and with a full {$16000.00} seller incentives additional on top of that. I have been misleading by Suntrust and the seller ( XXXX ), and do not believe they meet the Financial Conduct Authority principles of needing to be clear, fair and not misleading. I have attached with original final closing disclosure on XX/XX/19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Concord, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I refinanced my mortgage with XXXX XXXX. My mortgage was with SunTrust prior to the refinance. On XX/XX/XXXX SunTrust sent a payoff statement to XXXX. However, the payoff statement was inaccurate because I had cancelled my XX/XX/XXXX payment but SunTrust included the payment in it's calculation for the payoff statement generated on XX/XX/XXXX. On XX/XX/XXXX SunTrust realized that I cancelled the payment so they generated a new payoff statement which they claim was sent to XXXX on XX/XX/XXXX. However, XXXX never received this payoff statement and SunTrust has no record that they actually sent the statement. So on XX/XX/XXXX a wire was sent to SunTrust to payoff the mortgage. The amount sent was based on the XX/XX/XXXX payoff statement because no one knew about the statement generated on XX/XX/XXXX. At that time SunTrust contacted XXXX XXXX company to let them no the payoff was short. Silk then contacted XXXX on XX/XX/XXXX to let them know. I was never notified of this issue. On XX/XX/XXXX by my own efforts I discovered there was an issue with the payoff. However, for 6 days I had two loans one my property both of which were accruing interest. This could have been solved in multiple of ways. Most notably I could have been contacted by XXXX on XX/XX/XXXX so that they payoff could have been corrected and I wouldn't have incurred extra fees and interest. Additionally, SunTrust should have honored the first payoff statement because they have no proof they sent it. XXXX said they would honor the XX/XX/XXXX statement if SunTrust could prove they sent the fax.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-26

MD

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed account
Complaint: I have a Certificate of deposit at SunTrust which matured on XX/XX/XXXX. I called their customer service line ( included in their letter to me ) and they said I couldn't do anything until XX/XX/XXXX - even though the letter says in 3 places that the renewal date is XX/XX/XXXX ). On XX/XX/XXXX I went to the local branch ( XXXX XXXX/XXXX ) and was told that there was no reason I couldn't have withdrawn the $ $ $ over the phone on the XXXX. Then they said although the CD is for $ 87,000+, their new rules say they can't authorize more than {$25000.00}. This means they are keeping my money without giving me interest and keeping me from withdrawing it and re-investing it at another institution with better interest rates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-26

Atl, GA

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of 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

2019-09-26

Sebring, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 i sold my home. My payments were being auto-deducted from my checking account with XXXX XXXX XXXX. Once the home was sold i called the XXXX customer service dept to stop my automatic payments, i was told not to worry about it that SunTrust Bank ( they held my mortgage ) would reject any future payments. In XX/XX/2019 i noticed that my monthly mortgage payment was still being made. I immediate called XXXX XXXX XXXX to get the payments stopped. After my conversation with the XXXX representative my payments were stopped. At this point i researched my payments and found out ( 7 ) payments had been made & only ( 5 ) have been credited back to my checking account. I then contacted Suntrust Mortgage ( what a nightmare they are ) After numersous, at least 4, calls to their customer service, i was told that they have returned all payments. I have repeatedly told them & emailed them proof from XXXX XXXX XXXX that they have only send back ( 5 ) not ( 7 ). They are blaming XXXX & the 3rd party vender XXXX, and state they have sent them back, however, they can offer me no proof of this, despite the fact that if have sent them proof from XXXX XXXX, that only ( 5 ) have been sent back, i have sent Suntrust copies of statements that XXXX has provided me, yet they still say its not them, its XXXX, but they wont produce checks are online proof they have refunded them. At this point they still owe me {$2500.00}, and they wont pay me. I dont know what else to do? I hope you can help. 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

2019-09-26

Seneca, SC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: XX/XX/2019 - Was removed from electronic statement without any notification and charged {$3.00} for a paper statement. No notice was given. This must be some change due to the XXXX XXXX XXXX buying the bank, but customers are getting screwed by the bank. XX/XX/2019 Contacted company in writing to notify of unauthorized ( FRAUD ) charge on my business checking account. No one has responded and no credit was given within 10 days as required by law.
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

Columbus, GA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: I opened the checking account with SUN TRUST bank in XXXX Ga. and Deposted my social security check {$1200.00} on XXXX. On XXXX, SUN TRUST decided that they did not want to do business with me. But as of XX/XX/2019 they have not returned my funds. I/my sister have called and spoke with employees, supervisers, manager and they all respond in casual manner as if, its ok for them to hold my funds for 2 MONTHS!! and not return them. they stated that the fraud deptmt is holding my funds.
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

2019-09-25

Saint Charles, MD

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response