47th Place Carpet One Floor & Home

Dear [redacted],Please accept this letter on behalf of SunTrust Merchants
Services (“STMS”), in response to [redacted], complaint to the RevDex.com, dated August 26, 2015.Following our investigation into this matter, seemingly the
basis of your complaint concerning equipment and...

service fees assessed against
[redacted] STMS account.A review of your account determined that the equipment that
was purchased was not compatible with your cellular device. On July 15, 2015 a
credit got $34.80 was processed to your account. This refund was for shipping
and handling charges billed to April and 3 months of your monthly processing
fees. An additional refund in the amount of $43.50 has been processed and will
be posted to the checking account in file in the next 3-5 business days. This refund
it for the additional shipping charges and taxes assessed when replacements
were sent.To confirm, [redacted] does not wish to continue this
business relationship and the account was closed on June 26, 2015.I trust the foregoing adequately resolves your complaint. As
such we will close out file on this matter. If you should require additional clarification,
and or have questions regarding the above, please contact SunTrust Merchant
Services Customer service at [redacted].Best Regards,[redacted]

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees charged to your above referenced gift card. I appreciate the opportunity to respond.The disclosure provided at the purchase of a [redacted] Gift Card (copy enclosed), states that a “Monthly...

Inactivity Fee begins the fourth month following date of last activity and can reduce the card value to $0 prior to the stated expiration date”. Our records indicate that the [redacted] Gift Card was activated on January 4, 2015. Activation is an activity and therefore, based on this information, we have determined the fees are valid. For this reason, we respectfully decline your request to refund the fees. Mr. [redacted], although this may not be the answer you expected, I hope the information contained in this response addresses your concerns. Should you have any additional questions regarding your gift card, please do not hesitate to call us at [redacted]. A representative will be glad to assist you.Sincerely,Sherry ** F[redacted]

Dear Mrs.
[redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.comregarding the above referenced claim. I appreciate the opportunity to respond.Our records show
that Case [redacted] was established on February 4, 2017 for disputed purchases
totaling $216. Upon...

completion of our investigation, the case was approved, and
on February 13, 2017, we credited the account [redacted]. Also, on the same date, we
refunded the five $[redacted] overdraft item fees ($[redacted]) that were assessed
(statement enclosed). We resolved your claim within the 10 business day time
frame allowed for cases of this nature.The investigation
of your claim was in accordance with our Rules
and Regulations for  Deposit Accounts. Enclosed are pages 40 and 41 of our Rules for your review (see “In Case of
Errors or Questions About Electronic Transfers”). Our Rules are provided at
account opening and on suntrust.com (see Menu?Personal Checking Accounts? Features
and Benefits?Overview Guides and Disclosures?Deposit Account Disclosures).Mrs.
[redacted], I hope this information is helpful to you. If you have any other
questions, please contact us at 800.SUNTRUST (800.786.8787). A representative
will be glad to help you.Sincerely,Diane E[redacted]

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the posting of items and overdraft fees assessed to the account referenced above. We appreciate the opportunity to respond. Our records show that, on February 16, 2016, your...

account had a balance of $379.20, but there were two transactions pending payment (29.99 from LA Fitness and $152.24 from [redacted] Supercenter), reducing your available balance to $196.97. Eight debit card items totaling $210.67 were presented for payment against this available balance, and the account was assessed two $36.00 overdraft fees totaling $72.00. On February 17, 2016, your account had a balance of 110.53, which included the $14.00 ATM deposit. The [redacted] purchase of $152.24 was presented for payment, and the account was assessed·one $36.00 overdraft fee. Based on this information, we have determined that these .fees are valid. However, as a courtesy, we refunded two $36.00 overdraft fees to your account on March 3, 2016. Enclosed you will find statement copies reflecting the above transactions. The posting order of your items is in accordance with our Rules and Regulations For Deposit Accounts. Enclosed are pages 16 and 17 of our Rules for your review. Our Rules are provided at account opening and on suntrust.com (see Banking~Overview Guides and Disclosures_.,Deposit Account Disclosures). Also, regarding debit card purchases, once a debit card transaction (ATM withdrawal or purchase) is authorized, a hold is placed on the client's account reducing the available balance. Funds on hold for pending debit card transactions cannot be used for other purposes, even though the transaction has not posted against the account. Generally, it can take between two to five business days for debit card transactions to be presented for payment and permanently post to the account. For this reason, clients must maintain accurate account records noting all authorized transactions, including pending debits and credits, to determine their available balances. Detailed information concerning this matter is included on pages 17 and 18 of our Rules (copy enclosed). In order to decrease the chances of overdrafts happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking~Overview Guides and Disclosures-? The Facts About Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts. You may also want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfalls. Detailed information about this service is found on our website (see Personal Banking-?Checking Account Features_,. Overdraft Services). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website. Ms. [redacted], I hope this information is helpful to you. Should you have any additional questions regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely, Sherry R. F[redacted] Vice President Client Advocacy Office

Re: Revdex.com Case# [redacted] Attached is the response that was mailed to the client. Please close this case on your records.

October 12, 2017Re: Essential Checking Account ending in Claims [redacted], and [redacted] Revdex.com (Revdex.com) Case [redacted] We have received and reviewed your correspondence forwarded to us from the Revdex.com as well as additional correspondence from our executive office...

regarding SunTrust’s decision to decline the claims referenced above. I appreciate the opportunity to respond. Our records reflect that you contacted us on September 14, 2017 and reported that your purse was stolen and there were fraudulent charges on your debit card from various merchants. Claim [redacted] was established for a total of $[redacted] ($[redacted] at [redacted], $[redacted] at [redacted], $[redacted] and $[redacted] at [redacted]). On this same day you also filed a claim for $[redacted] ($** at [redacted], $[redacted] and $[redacted] at [redacted]). Claim [redacted] was established. We began investigating the claims. You contacted us again on September 19, 2017 and notified us of additional fraud on your account totaling $[redacted] ($[redacted], $[redacted]). Claim [redacted] was established and we began investigating the claim. During the investigation it was determined that the charges were valid and the claims were denied. You escalated your concerns regarding our decision to deny the claim and contacted the Revdex.com in addition to various executives within SunTrust. We have researched your case once more based on the additional information you provided. Following this review, our decision to decline the claim has been overturned. Your account was credited on October 4, 2017 for $[redacted], the total amount of all three claims as explained in the letters dated October 4, 2017 from our Fraud Assistance Center (copies enclosed). Your comments about your experience are very important to us and were shared with the appropriate management. The information you provided helps us to know where the emphasis for future training and process improvement efforts should be placed. We understand that we did not meet your expectations in this situation and regret any inconvenience caused. Ms. [redacted], should you have any questions regarding your claims, please contact our Fraud Assistance Center at [redacted]. A representative will be glad to speak with you. Sincerely, Kathy B[redacted] Assistant Vice President Client Advocacy Management Office

Re: Revdex.com complaint # [redacted] SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received. Please close this case on your records.

Revdex.com:
I have reviewed...

the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees that were deducted from the above referenced cards. We appreciate the opportunity to respond . Our records reflect that the cards were ordered on November 11, 2013. As...

disclosed in the Terms & Conditions and Fee Schedule that were included with the gift cards, they are subject to inactivity and service call fees. An inactivity fee of $2.00 per month was charged to each of these cards beginning April 1, 2014 and continuing monthly until May 1, 2015. There were two purchases made on the card ending in [redacted], which depleted the balance to zero. There was one transaction made on the card ending in [redacted] on May 3, 2015, which depleted the balance to zero. These are gift cards and Regulation Z does not apply. The initial card load is considered a transaction for activity purposes, thus begins the inactivity timer. As a courtesy. we have refunded the inactivity fees of $28.00 to each card . The cards are now active. Ms. [redacted], if we may be of further assistance, please don't hesitate to call 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you. Sincerely, 
[redacted] Assistant Vice President Client Advocacy Team

Dear Ms. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your dispute claim ([redacted]). Your comments about the quality of service you received are important to us and were shared with the appropriate management team. SunTrust strives to provide...

exceptional service with each and every client interaction, and we recognize that we did not meet these expectations in this situation. For that we sincerely apologize.The information you provided helps us to know where the emphasis for future training and process improvement efforts may be best utilized. We learn how and where we can improve from clients like you, taking the time to share your experiences. As stated in our January 18, 2017 letter (copy enclosed), a decision to honor your claim was made after further review. On January 17, 2017, we credited your account [redacted], which represents the difference between the disputed charges less the amount credited by the merchant on December 22, 2016 ([redacted]). We show the address we have on file for you is different than the one you provided to the Revdex.com. To update your address, you may access your Online Banking Profile or call 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you.Ms. [redacted], your satisfaction is important to us, and we ask that you allow us the opportunity to regain your confidence. If you have any questions regarding your account, please do not hesitate to contact us. Thank you for banking with SunTrust.Sincerely,Seth ** M[redacted]

The business has responded directly to the customer and has requested this response not be posted online.

no its not settled im more furious with them by the day they gave temp credit only to steal it back. I really want my money...

fixed. its costing me loans all sorts of problems. they keep telling me they will send documents I ask where are these documents . now since getting Revdex.com involved they are closing accounts. just shows you the bank im dealing with . maniuplating charges,false advertising  (zero liability) just return my 1800 and charges I occurred cause of it,fix the charges stimming from several charge manipulation incidents,once thats returned im more than happy to cut all ties with this so called financial institute. I mean customer service is so bad they cant tell me anything including deposit limits when asked. had several incidents where they say their investigators well if its their investigators how come I cant talk with them or see proof of these transactions being shipped. they dont have investigators. if you claim zero liability then honor it and return my funds.you are put on wait/hold in excess of hrs and they pass you along from so called supervisor to so called supervisor. laughing in background im so furious ive gave them almost 3 months for my money to be returned and they tell me have to appeal one more time which drags out few more weeks

We have received and reviewed you correspondence forwarded
to us from the Revdex.com regarding overdraft fess assessed to your above referenced
account. We appreciate the opportunity to respond.You stated that, due to a personal event, you were assessed
$468 in overdraft fees between June 29 and July 7,...

2015, and you requested a
refund of all or part of these fees. We reviewed your account and verified
there were no bank errors that occurred when assessing fees to your account.
Based on this information and that items were presented for payment against insufficient
balances, we have determined that the assessed overdraft fess are valid will
remain.Your August 28, 2015 statement ([redacted]) shows that since
the beginning of 2015, we have assessed a total of $1,476 in overdraft fees and
a total of $144 in returned item fees. As a courtesy, this year we have
refunded a total of $108 in overdraft fees and total overdraft and returned
item fee waivers of $72.00. Please note that no overdraft fess are assessed for
paid items under $5.00. for your review, enclosed is our Personal Deposit
Accounts Fee Schedule which is provided at account opening and on our website
suntrust.comWe understand how frustrating it can be when a personal
event impact your account and cause overdraft. As a suggestion, you may want to
set up Overdraft Protection, whereby a protector account is linked to your
transaction account to cover any shortfalls. Detailed information, including
any fees, about this service is found on our website suntrsut.com. You may also
monitor your account by using our Online Banking service and received Email or
Mobile Alerts when the balance gets too low or becomes overdrawn. Instructions for
signing up for these services are also found on our website and when using our
Online Banking service.

We responded to Mr. [redacted] by letter on May 19, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is the print out received from the ATM once the two money orders were accepted. The ATM receipt reads "There was an error in processing this transaction. Please contact Suntrust Branch"
(1) Why would I have received this receipt if there was not an error at the Suntrust ATM [redacted] on 7/16/16 at 17:34. Suntrust clearly acknowledges a error in processing.
(2) I have tried to communicate this via phone calls with the Fraud department. According to Ms. J[redacted] from client relations I was supposed to receive a phone call from Mr. Seth M[redacted] about this. I tried many times to contact him ,left messages and to this day I have not received a phone call or a return phone call. The letter that was sent to me is basically the same letter the fraud department sent when they reversed the money from my account.
(3)I have been inside of the branch only to be told I will call you and neither of the Suntrust representatives have kept their word.
(4)I have been a loyal Suntrust customer for many years (when it was [redacted]). I haven't been treated fairly in this case.
[redacted]

Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding the $300 promotional deposit for your above referenced account. We appreciate the opportunity to respond. The promotion you referenced was an In-Store-only offer, and all...

qualifying criteria and requirements had to be met in order to earn the reward. The criteria and requirements were published and displayed in the branch during the promotion which included language regarding the limit of one reward per household. Our records show that another member of your household applied for and received the offer prior to you. Therefore, we regret that we are unable to give the same reward to you. You also mention that you had written to SunTrust's Office of the President but had received no response. Our records indicate that a representative from that office left voicemails for you at [redacted] on May 11 and May 12, 2015. After receiving no return call, the representative mailed a letter to the address above requesting that you call him for information. Ms. Huang, we hope the information contained in this letter will alleviate any further concerns. If you have any questions please don't hesitate to call 800.SUNTRUST (800. 786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received. Please close this case on your records. F. Diane E[redacted]Assistant Vice President - Client Advocacy Office

Dear [redacted]:We have received and reviewed your correspondence forwarded
to us from the Revdex.com regarding the repossession of the vehicle used to secure the
above referenced loan account. I appreciated the opportunity to speak with you
about your concerns and provide a response in writing.Our...

records indicate a letter dated May 24, 2016 from our Consumer
Default Department was sent to you advising of our rights to repossess the
collateral for the loan if the past due amount was not paid by June 9, 2016.We also sent a letter dated June 22, 2016 advising that we
had been attempting to contact you by phone; however, we were unsuccessful in
making contact. Consequently, the vehicle was repossessed due to non-payment,
as the recent payments you made were returned to SunTrust for insufficient
funds.When we spoke on June 29, 2016, it was stated that you
wanted to keep the vehicle. An inquiry to our Consumer Default Department
regarding catch up payments to keep the vehicle was made. Unfortunately,
because this was the second time the vehicle had been repossessed, we could only
accept the full account balance due in order to get the vehicle back. You were
advised of this decision when we spoke on June 30, 2016.[redacted], we regret any inconvenience this situation may
have caused. Should you have any questions, please contact our Consumer Default
Department at [redacted]. A representative will be glad to assist you.Sincerely,Kathy B[redacted]

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received. Please close this case on your records. Kathy B[redacted]Officer, Client Advocacy OfficeSunTrust BankTake a step toward financial confidence.Join the movement at...

onUp.com [redacted]
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[redacted]  [redacted]  LEGAL DISCLAIMER The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer. By replying to this e-mail, you consent to SunTrust's monitoring activities of all communication that occurs on SunTrust's systems. SunTrust is a federally registered service mark of SunTrust Banks, Inc.

Dear Ms. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding transactions from [redacted] and our reporting of the account referenced above on your credit file. Once again, I appreciate the opportunity to respond. As...

explained in my last response to you (copy enclosed), our records show that this account was closed on July 24, 2015 with an outstanding balance of $259.68 ($229.68 plus a $30.00 administrative fee). The·reporting is accurate, and the debt is currently being · collected by Regional Adjustment Bureau (RAB) on behalf of SunTrust. You also mentioned that transactions from [redacted] were sent to SunTrust in error, and we suggested that you contact [redacted] to resolve this issue. In your correspondence you stated you were promised refunds. As a courtesy, the branch representative you spoke with on July 2, 2015 refunded three $36.00 overdraft fees to your account (statement copies enclosed). I have spoken with a representative of our Demand Deposit Account (ODA) Recovery Department on your behalf. We are willing to accept a settlement of $148.35 ($37.02 true Joss plus $111.33 which represents half of the fees owed). Upon receipt of this payment, we will waive the remaining $111.33 balanc~ due and report your account as paid in full. Ms. [redacted], we hope the information provided is helpful to you. If you would like to make payment arrangements, please call our DOA Recovery Department at 866.390.6375 or visit any SunTrust branch. Our representatives will be glad to help you. Sincerely, Sherry R. F[redacted] Vice President Client Advocacy Office