Consumer complaint received 2019-11-03
Company: SUNTRUST BANKS, INC.
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: 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 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