Consumer complaint received 2020-06-07
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I, XXXX XXXX, opened up a Business Credit Card ( my company name is XXXX XXXX XXXX XXXX ) using my Tax ID number, my SS # as well as my business partners SS # In XX/XX/XXXX. My old business partner, XXXX XXXX, left the business. During the time we removed him from the ( approx in XX/XX/XXXX ) business we ( myself, XXXX, and my wife ) went in persons to the Suntrust Branch and explained the situation. They said they had removed him from the systems and at that time also added my wife, XXXX XXXX. They informed us that me and my wife would now be financially responsible after removing XXXX. The card was in the Business name and Tax ID. My wife and I being listed as personal guarantee. The card had been opened and in good standing for 10 plus years. 

My wife and I moved primary residences on XX/XX/XXXX. We put in a change of address with the Post Office and directly with all of our creditors, including Suntrust. I contacted Suntrust after the move to pay off the card. The balance given was the balance I paid and they assured me I had a XXXX balance. 

My wallet was stolen on XX/XX/XXXX shortly after moving into my new home. There were 2 fraudulent charges from a XXXX station in XXXX, GA. I called Suntrust around XXXX XXXX on XX/XX/XXXX to report the card stolen. I confirmed my new address and closed the card at that time because I was in business for myself at that time. I advised I had a police report with XXXX GA police as well as surveillance information at the XXXX. The representative told me they would take care of the erroneous theft charges, close the card and confirmed my address. 


In XX/XX/XXXX, I was given the opportunity to reopen my business in a different line of work. I went back to Suntrust to open a new business card on XX/XX/XXXX. I thought that since I had tenure with this company and had no issues that it would be the easiest to open a new checking business account as well as credit card. I filled out the necessary paperwork and they informed me they would process the application and be in touch shortly. 

I received a call from my old business partner on XX/XX/XXXX. He said on XX/XX/XXXX Suntrust took {$320.00} out of his mothers Money Market Savings Account. On the statement it says ST Right of Offset Payment XXXX. He spoke with Suntrust directly and was told it was a charge off for a credit card. He was a personal guarantor on the account. His mother has him listed on her Accounts so they took the money from her. As I stated above, he was no longer on the account. He reimbursed his mother for the money that was taken from her account and I reimbursed him. 

I was alarmed when hearing this as I have prided my self for keeping my accounts current and had been a good account holder with Suntrust. At no time had I received a statement/bill from Suntrust at my old residence where the bills were sent prior to me moving in XX/XX/XXXX, nor did I receive anything at my new residence. Not did anyone mention anything to me when I called about the stolen card. 

XX/XX/XXXX. I went to the Suntrust Branch @ XXXX XXXX XXXX, XXXX, GA to see what the problem was. I spoke with XXXX XXXX. I checked to see if they had my current address which he confirmed. He was very nice and tried to help figure this out. He gave me an XXXX number to call. They would not talk to me in the Branch. If they could not figure it out he said to come back. I go to my house and immediately call the XXXX number. After being transferred numerous times to different departments and accomplishing nothing, I gave up. I was going back to the Branch And try to get it resolved. He mentioned something about charges for late fees and bills being sent to my old place of business address which I had not been at for years and never receive mail at that location. When I was at that place of business I was having my mail sent to a P.O. Box. I never had it sent to the actual place of business. I had not been at that location since early XX/XX/XXXX!!! 

XX/XX/XXXX. I received a letter from Suntrust declining me for a new Business Credit Card. It stated that My credit score was XXXX but I had Derogatory Business Credit and Poor Credit Performance with Suntrust. I had nothing negative on my personal or business credit. 

XX/XX/XXXX. I went back to the Suntrust at XXXX XXXX XXXX. I spoke with XXXX XXXX. She called the department she needed and they were closed on weekends. She asked me to come back during the week. 

XX/XX/XXXX. Spoke with XXXX XXXX at the Branch again. She called and was put on hold with Suntrust trying to figure out what was going on. She said that I had 5 different profiles on my Control Account. You are only suppose to have one profile. I assume that is why they were sending statements to the wrong address. XXXX XXXX gave me another XXXX number to call. I did so with the same results. I was on hold and transferred for 2 hours. I had some CSR saying it was a bogus charge and should be resolved and Id get transferred to someone else. The bogus charge was explained as late fees for the erroneous charges from the theft of my card reported in XX/XX/XXXX. The last CSR I spoke with said it was again for a late fee and was turned down for a credit card but was sarcastic in tone as if I was having trouble understanding. I told him I did not owe a late fee. 

After documenting my series of events recently with Suntrust here is what I do know ... .I have no idea why they have me with 5 controller accounts. I am don't understand why they would attempt or say they were sending bills at one time to my old place of business when I never received mail at that location, I used a P.O. Box. After calling in to pay off an account in XX/XX/XXXX I NEVER used that card for anything. As I stated I had it closed shortly after paying it off because of the theft and was not actively in business for myself. If I owed a late fee or any charges for that matter, I contact them several times and something could have been said to me. I am also unsure of why I NEVER received a bill at either my old or new primary residence. I happen to stay in touch with the new home owners of my old residence and they have not received any mail for me from Suntrust. I don't ' know if they even know how to track the supposed charges back to see where they stem from correctly. If these were late fees for a theft I wasn't responsible for, why would they not credit these charges? Instead they have transferred me and have given me no assurance that anyone from their company has the slightest interest in finding out what really happened with my account, why it happened, apologize and even try to attempt to make it right. Ive worked very hard to have a good credit rating. In XX/XX/XXXX I paid them {$14000.00} to pay the card off and never used it again. I did not receive one statement or one phone call about owing any amount of money. Imagine if they treated every customer this way. How much money would they make with bogus charges. Not to mention the time Ive wasted on trying to get somebody to help resolve this issue. I had XXXX file a formal complaint with Suntrust which went no where and resolved nothing but wasting time. 

Since then on XX/XX/XXXX I received a VM from Executive Services @ XXXX XXXX. I called right back and shocking had to leave a message. On XX/XX/XXXX the Executive Services called and asked me to explain the situation. She said she would call me first of next week after she investigated. Again nothing ... 

On XX/XX/XXXX and XX/XX/XXXX I left voice messages with no return call on either message from Suntrust. 
Finally on XX/XX/XXXX, Executive Services called and said It was a valid charge. There was nothing she could do about the money they took or the declined credit card application. She also said they reported to the XXXX XXXX on my Tax ID number. WOW. No one listens.

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 explanation