Consumer complaint received 2019-07-22
Company: SUNTRUST BANKS, INC.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Good Morning, As of today, XX/XX/XXXX, I was informed by SunTrust that my vehicle had been repossessed and that I would have to pay off the loan in order to get it before auction in 5 days. The amount they are asking for is {$4400.00}. My car was taken on XX/XX/XXXX, a Friday night, after I had dinner with my family and my son who was XXXX XXXX XXXX XXXX  earlier that day, which had already caused stress in our family. I was told by the towing company that SunTrust has been taking vehicles at times where it was not valid, and that they were not longer able to see financials, only the orders. 
Due to the timing I was unable to contact anyone in the Repossessions Department until today, Monday the XXXX, after XXXX XXXX. 

Here are the pertinent facts as follows : - I became physically XXXX at the end of XXXX ( the XXXX ) due to a severe fracture of my ankle. I was physically XXXX XXXX XXXXk, or XXXX, for months. I contacted SunTrust immediately and was told I could get a forbearance which would extend the life of my loan. I agreed and your representative today told me it was valid. 
- Because of my XXXX I was unable to XXXX or collect my mail and I cohabitate with my husband and have a landlord who lives below us. Often times mail does not come, or is mistakenly taken by the landlord, or is lost in the shuffle. This occurred with the agreement I needed to sign so we did it again and I paid the amount due on XX/XX/XXXX ( {$29.00} ) - I was cleared for desk work and began working again full time on XX/XX/XXXX. Once I received my first paycheck that was not rent, I paid my loan payment in the amount of {$360.00} per usual. 
- On XX/XX/XXXX, my accounts with XXXX XXXX and XXXX  XXXX XXXX were all compromised due to an elaborate fraud scheme. I was forced to deal with that, however XXXX XXXX and XXXX  XXXX XXXX have sent written communication and continued to call me to get a work out. 
- At no point did SunTrust call me. 
- During the call on XX/XX/XXXX, I asked the CSR if that was all I needed to do at the time. She advised yes and that I wasn't due until next month. We ended the call on that note. 
- I am still physically XXXX, as well as XXXX, and was attempting to get out of a hole of debt. Despite this I made my payment ahead of time and believed I was doing okay as the call was not recorded as being an attempt to collect a debt once I verified my information. 
- After my car was taken, I was forced to wait and accrue fees beyond my control for the holding. I did call your customer service line around XXXX XXXX on Saturday, XX/XX/XXXX, and spoke with a CSR who was wildly misinformed. I requested a payoff quote over the phone for my own purposes. Then I was transferred to collections who I was told " could give me more information ''. This was untrue. 
- This morning, XX/XX/XXXX, I called to find out what needed to happen. I was put on hold and spoke with someone who I believe was named XXXX around XXXX XXXX. She did research and said " the debt is valid. Your payment didn't even cover anything past due. You are 65 days late. You need to pay the car off because it was repossessed once before and if you do not within 5 days it will be sold at auction. 

As someone who just had a child get XXXX XXXX XXXX XXXX, who just started a new job, who is still XXXX  from a XXXX XXXX XXXX, and who did everything right to avoid something like this, I am appalled at how I was treated. 
I wanted to give SunTrust a chance to right this wrong, however all they've done is treat me with curt disrespect,  misleading information, and hostility. I believe their practices are predatory to say the least and I am now in a very XXXX XXXX XXXX ( I am diagnosed with a variety of XXXX XXXX and am under a doctors care ) but yet I must keep working and now find a way to get my car back before I lose it. 

I am able to locate all discussions with SunTrust that I initiated. I know they record their calls because I have and do work in that industry. They also told me on XX/XX/XXXX they " did not '' have a complaint department, refused to escalate my call, and were rude and said they would " look forward to hearing from my lawyer ''.

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