Consumer complaint received 2019-02-02
Company: SUNTRUST BANKS, INC.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I placed a stop payment in XX/XX/ 2018 for my car payment to XXXX XXXX in the amount of {$670.00}. I was told this stop payment would return all future debits from this company, I think for 6 months. I was charged a stop payment fee and the item for XXXX was returned. However, I noticed on XX/XX/, 2018 this item paid. I called the customer service number and was told once item posted it would be returned the next day. I was looking at a memo post to my account. I had the money to cover the item at the time so it paid. I waited a day and then began to call when it was not returned stop payment. I made 2 more phone calls to the XXXX customer service and the XXXX XXXX Branch. At the branch I was told by the local customer service rep it should be returned but they couldn't guarantee it would be so I asked to speak to the manager. I wanted to make her aware of the issue so maybe she could help me get this item returned and my house payment paid. I was told I would have to leave a message. So I left a message but a couple of hours later I didn't receive a call bank so I called back 2 other times before I was finally able to get through to her. She quickly made me feel she didn't have time for my issue that she was busy and she could not help me make sure my house payment would be paid. After I realized calling was not helping me I started communicating via message on my online banking. After about 2 or 3 correspondances and days later, I was finally told the reason the stop payment was paid was because the company " XXXX XXXX '' changed their company ID. I was furious at this point and demanded the stop payment fee and any NSF charges be refunded. I felt that the company maliciously changed this information and it was beyond my control. I did not speak with XXXX XXXX about this however I went into their website and deleted my auto payment. And that may have even been back in XXXX when I placed the stop payment. SunTrust has finally refunded some of the fees including the stop payment fee. I refused to pay these fees and told them in a recent email. This is still going on. I have been sending {$200.00} a month to cover the stop payment they paid because XXXX XXXX did credit my auto loan with the payment. This has been very stressful for me and it's been going on since and is still going on. My house payment has been returned and it has caused me to have to go into a Mortgage restructure plan with my mortgage company, which causes me late fees and a higher monthly payment. I have threatened legal council and told SunTrust in the last correspondence I would be submitting a claim to the XXXX. Last correspondence I got from Suntrust was on XX/XX/2018. It was an apology and was told they understood and would be looking into it further. This should have been resolved back in XXXX by SunTrust and again I feel that XXXX XXXX if the malice party in this whole thing however I do have a loan with them that I am not able to refinance at this point so I will have to continue to deal with them. When I am able to refinance or trade my vehicle I will never use them again. And once I feel satisfied with SunTrust I will close my account. This has been a hard and difficult situation and SunTrust took too long and didn't rectify the error or even admit to the errors until I threatened legal council.

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