Complaint Review: Suntrust - Nationwide

After a week of unresolved attempts to identify a solution excluding this type of email from hitting your desk, I’m forced to reach out in an effort to understand why it appears that representatives in the Auto Repo department are either committing crimes by either falsely misrepresenting themselves as “Miami police department” or involved in a cover-up involving an agent acting on behalf of Suntrust repo department. I also have an issue with a “lost” wire payment from June 5, 2017 and multiple faxed attempts to provide proof of said payment having been worthless. Below I will outline the events and high points of my week. Please also note that as I continue to call Suntrust and the company representing themselves as police Upon asking to record conversations I was told that was against bank policy, however I did record a few conversations that I’m will send to you and you can use this email as my admission of guilt in the event you want to press criminal charges against me. Florida statue 934.04 states I can’t record if you do not agree and each time I informed the reps I was recording they told me to stop or they would disconnect the call.

Event Time Line:

Nov ’16 - paid over 20,000 to get Audi r8 from repo status

April ’17 - last recorded payment to Suntrust

June 5, 2017 - wire clears my bank account as payment to Suntrust ($2,500) with instructions provided by repo department but no record of wire received

August 28, 2017 @ 9:47 AM - Charlsie receives a call from a detective Hughes 786-502-9934 ext 327 – she forwards message to me so I can call as she was not available to talk

August 28, 2017 @ 11:43 AM - I call the number, it asks me for an extension, I punch in 327 as indicated by voicemail, a recording states if you have an emergency please call 911. After waiting about 30 seconds and a woman answers the phone…ask for my name, I provide it, she says “oh so you are a part of this too”, I ask what…she talks about the Audi R8, I tell her it parked in my front yard, she says well Suntrust has been trying to contact me since April to no avail, I explain I was sick, my wife was hospitalized and I’m looking at my bank account and we wired $2,500 on June 5, 2017, she says I’m lying….I ask her, so again where are you calling me from…she states “the Miami police department, auto theft division” I ask why would someone from the Miami police be calling me about auto theft when I’ve never lived in Miami and haven’t visited in 20 years…she said she’s not sure it just came through their division...she then tells me that she will show up at my house, I politely say ma’am don’t’ do that…I ask her to provide documentation that she’s with the police when she arrives, or via fax/email...I tell her I have a gate, and guns and if she shows up here I will protect my property and family – she ask, are you threating me, I say no this is a promise – she then hangs up.

August 28, 2017 @ 1158 AM - I call the Miami police department at 305-603-6640 – ask if they had a detective Hughes in auto theft.. they stated no, I asked if they could look up the phone number, person told me they didn’t have a way to look up every possible number but that they have no jurisdiction in Polk county but I need to try the Miami Dade police department.

August 28, 2017 @ 12:05 PM - I call the Miami Dade police department 305-471-2825 and ask if they have a detective Hughes in auto theft, they confirm they do not and they would not call someone in Lakeland and this sounds like fraud and as always I need to call my local law enforcement and file a claim and potentially seek an attorney.

August 28, 2017 @ 12:04 PM - My wife calls Suntrust, speaks with Jasmine and explains the situation. Jasmine tells us a few things : cliff notes…they can’t provide us with the name of the agency, it’s not protocol to “request a supervisor” call us back, and if we wanted to have any follow-up we had to call in since it wasn’t protocol to have a supervisor call us back

August 28, 2017 2^nd-5th call with Jasmine -can I record, no, why not, bank rules – I need to record no one will believe this….if you record I’ll disconnect – we can’t provide you  info about the agency, but during a later call she provided this: the company is universal tracing services their number is 800-667-7704.

August 28, 2017 - 1 – 5^th call with Universal: we do not have your account, hang up call Suntrust – we emailed them and they accepted this account I’m not sure why they are telling you that, call back to universal – When we call Universal we are told: we do not have any idea why you are calling us and we have never reached out to you and if we did we would not represent ourselves as the police and we are not in Florida we are in Washington…I thought she meant DC as you will hear in the records but she meant state after I researched. Call back to Suntrust, Jasmine laughs at the issue (slight chuckle) places me on hold, transfers me to universal again…on with universal the lady says we don’t have it but if we did hypothetically why are you calling again…I tell her again, she says she can’t find my account, I ask to talk to a rep since she said more than once she’s just a secretary or admin to speak with an agent…she states they are busy doing their job. I tell her Suntrust will just call you again, she said fine I’ll ignore the calls or send you to voicemail.

August 28, 2017 - last 4 hours of my day… calling Suntrust, calling universal, being told to leave a message for Pablo, or a lady supervisor that someone will call me back in 24-48 hours, calling back getting a new person on the phone, telling same story, requesting they call and listen to the recording, being told by Greg specifically “we are used to stuff like this and handle this all the time, but you’re not making your payments”, explaining the lost wire, treated like crap…placed another voicemail in supervisor’s (woman) queue…etc., etc., etc.,

August 30, 2017 - called talked to different rep, explained my situation asked why I hadn’t gotten a call back, was placed on hold and told that “she” wasn’t available but she did get a  message to tell me the call has been escalated and Ron (Ron is the CEO of universal tracing services) will contact me in 24 hours…I ask the rep to try and find a supervisor again, knowing she would say no one was available giving me enough time to conference in universal tracing services…with universal and Suntrust on the line I ask universal if they ever contacted me, they said no I just keep calling them… I then asked Suntrust did you send this account to anyone else, no answer so I said to Suntrust…you told me you sent this account to universal tracing on August 24, 2017 and you didn’t send the account to anyone else, and universal is saying they never contacted me and they have not sent my information to anyone else…my next statement was “someone has to be lying, either universal is lying and committing a felony, or Suntrust is committing a  felony, or Suntrust is covering up for the company that is committing a felony” the lady at universal says Ron has been out of the office and will call back later, Suntrust says there is nothing else they can do….

August 30, 2017 - I look up the number to Suntrust fraud…I get someone in debit card fraud, they take my information and try to call a different area. The number is 877-239-3149 the person sat on with me for almost 2 hours trying to resolve this only to find out that the department doesn’t clear the queue…he apologies and hopes this gets resolved

August 31, 2017 - I call into the fraud department and speak to Shannon 877-239-3149 x1006133. She has been the most helpful person at Suntrust and you all need more employees like this… I even tried to have her let me call repo and not inform them she was on the phone and her ethics are above reproach and she said no (way to go Shannon) explained the entire situation to her…she called me back after 5 today with a few items for homework on my part like checking my credit report for collection companies related to this auto loan since they can’t pull up the details…

August 31, 2017 - I asked my wife to call Suntrust to try and talk to a supervisor or manager and resolve our issues under cooler heads -she got no where but was told to leave a message for a supervisor and hopefully they’ll call us back…

September 1, 2017 – Charlsie received a voicemail from Shannon in the fraud department informing her of new information regarding our account. When Charlsie calls back she is only told that a manager is willing to talk to her, that she needs to call in to the repo department again at 866-717-0734. Charlsie informed her that we’ve spoken to that department dozens of times already and no manager or supervisor will speak with us there. They only escalate us to the company that we suspect of fraud. After various rounds of Charlsie trying to get a manager on the phone Shannon only was willing to tell us she did her research and that we had to call back the Repo department.

September 1, 2017 -  We hang up with Shannon and call back to the repo department, where Tomeka answers. We’ve spoken to her previously. She informs us that no supervisor or manager is available to speak with us, that we can leave another voicemail, but nothing further. She reminds us the car is in repo status and tries to tell us how much we owe to catch up the loan, but addresses none of our concerns. Tomeka also stated that she doesn’t know the name of her manager’s manager.

So I digress – I’m writing this email to avoid any legal issues. I’m not asking for the repo to be lifted though it would be nice, I’m not asking for any favors just a proper investigation into this issue and the folks involved made accountable and if universal is using these tactics remove them from you partner list and fine them if necessary…