47th Place Carpet One Floor & Home

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the CFPB and 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 December 28,...

2015, 13 items, totaling $1,031 .02 were presented for payment against ·a balance of $822.97 in your account. Given that there were not enough funds to cover all of the items, you were charged six overdraft fees. On December 30, 2015, a debit card transaction was paid, causing another $36.00 overdraft fee. The account remained overdrawn for five consecutive business d~ys. For this reason, on January 4, 2016, you were charged an extended overdraft fee of $36.00 (statement enclosed). Based on this information, we have determined that these fees are valid. However, as a courtesy, we refunded three of the fees totaling $108 to your account. This credit will reflect on your next statement. The posting order of your items is in accordance with our Rules and Regulations For Deposit Accounts. Enclosed ar(! 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). In order to decrease the chances of this 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. Mr. [redacted], I hope this information is helpful to you. Should you have any additional questioris 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 choosing SunTrust for your financial needs. Sincerely, Sherry [redacted] Vice President Client Advocacy Team

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding disputed charges on your above referenced account. We appreciate the opportunity to respond. Our records show we set up Case [redacted] when you contacted us on March...

30, 2015 to dispute recurring debit card charges from [redacted] of $49.95 each (totaling $549.45) that posted to your account in 2014 and 2015. The claim was declined for a full refund because we were not informed of the charges within 60 days from the first statement the disputed charge appeared. On April 2, 2015, we refunded three charges, and your account was credited $149.85 (see dispute credit on the enclosed statement). The timeframe for reporting errors involving electronic transactions on your account is explained on page 42 of our Rules and Regulations For Deposit Accounts (enclosed). Our Rules are provided at account opening and on our website suntrust.com (see About Us--+Fee Schedules-tDeposit Account Disclosures). We reviewed your case again and based on the information you provided, your case was declined for a full refund, as explained in the April 3, 2015 letter from our Fraud Assistance Center (copy enclosed). Mr. [redacted], I understand this is not the resolution you are seeking from SunTrust and regret any frustration this situation has caused you. If you have not already done so, you may want to contact the merchant for additional refunds. Should you have any other questions or concerns, please call our Fraud Assistance Center at 800.447.8994. A representative will be glad to assist you. 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.

August 23, 2017[redacted]
[redacted]Re: Everyday Checking Account ending inRevdex.com serving Central Virginia (Revdex.com) CaseWe have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees assessed to the account...

referenced above. I understand the difficulty this type of situation may cause. I appreciate the opportunity to respond. Our records show that, on July 25, 2017, two items totaling $[redacted] ($[redacted] and $[redacted]) were presented for payment against a balance of $[redacted]. Because there were not enough funds to cover both items, one $[redacted] overdraft item fee was assessed to your account. On July 27, 2017, we do not show that a deposit was made to your account as suggested by our representative. Instead, three items totaling $[redacted] ($[redacted], $[redacted] and $[redacted]) were presented for payment against an overdrawn balance of $[redacted]. Although a $[redacted] overdraft protection transfer credit was applied to the account, this was not enough to cover all of the items that posted. As a result, two $[redacted] overdraft item fees were assessed. In addition, one $[redacted] overdraft protection transfer fee was also assessed. This fee was refunded as a courtesy on July 28, 2017. On July 28, 2017, a $[redacted] Direct Deposit was posted to your account. However, the funds were not available to cover the items that posted the previous day. Based on this information, we have determined that the assessed overdraft fees are valid and will remain. In order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see 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.[redacted]August 23, 2017Page 2As a suggestion, you may 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 Search Option?“Overdraft Services”). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts (see Search Option?“Alerts”) are also found on our website. Ms. [redacted], although this may not be the answer you expected, I hope that the information about avoiding overdrafts is helpful to you. Should you have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile or call us at 800.SUNTRUST ([redacted]). A representative will be glad to assist you.Sincerely,Seth A. M[redacted]OfficerClient Advocacy Management Office

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust’s
decision to decline the claim referenced above. I appreciate the opportunity to respond.We have
researched your case again based on the information you provided. Following
this review, our decision...

to decline the case will remain, as explained in the May
31, 2016, letter from our Fraud Assistance Center (copy [redacted]). The rebuttal
was also received and reviewed and as no additional information was provided,
the case remains denied as stated in the August 18, 2016 letter sent to you
(copy [redacted]). In reference
to funds that were transferred from the checking account to the savings
account, this was done to cover the negative balance of $371.04 (see statements [redacted]). The ability to
collect these funds is in accordance with our Rules and Regulations For Deposit Accounts. [redacted] are pages 28 and 29 of our Rules for your
review. 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).In addition,
on August 23, 2016, [redacted] overdraft and [redacted] extended overdraft fees were
refunded as a courtesy to your account ending in 4796 (see statement [redacted]).
SunTrust acts in accordance with all State and Federal laws and regulations and
denies the allegations of wrong doing.Ms. [redacted] I
understand this is not the resolution you were seeking from SunTrust and regret
any difficulty this situation may cause. Should you have any questions or new
information regarding this case, please call our Fraud Assistance Center at
[redacted]. A representative will be glad to speak with you.

Dear [redacted]:We have received and reviewed your correspondence forwarded to
us from the Revdex.com regarding an unauthorized item that was debited from the above
referenced account. I appreciate the opportunity to respond.Our records do not reflect a debit transaction on May 12,
2016 for $42.89....

However, we do show that on May 6, 2016 a recurring
transactions from [redacted] for $42.89 was debited from your account.The overdraft fees ($108) that you incurred on May 9, 2016,
were not the result of SunTrust paying the aforementioned merchant ([redacted]). On May 9, 2016, your account balance was $1,344.57. On that date, 20
items totaling $1,791.70 were presented to payment and paid. Had the credit for
$42.89 been issued before June 7, 2016, you would not have incurred the fees
that were assessed on that date and June 9, 2016. We have credited your account
$72.00 for the overdraft fees that were assessed on those dates. You will see
this credit on your next statement.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. Also you agreed to not overdraft your account when we opened it. This
is discussed on page 21 of our Rules.In reference to debit card transactions, 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 generally cannot be used for other purposes, even
though the transaction had 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.[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 or call us at [redacted]. A
representative will be glad to assist you. Thank you for choosing SunTrust for
your financial needs.Sincerely,Diane E[redacted]

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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.

November 30, 2016 [redacted] 
[redacted] 
[redacted] Re: Select Checking Account ending in Revdex.com (Revdex.com) Case [redacted] Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the closing statement for your above referenced account. Your comments are very important to us and were shared with the appropriate management team. We appreciate the opportunity to respond. SunTrust strives to provide exceptional service with each and every client interaction, and we understand that we did not meet these expectations in this situation. For that we apologize. Our records show that your account was closed on November 16, 2016, and a SunTrust Official Check for [redacted] was mailed to you at the above address. We regret you received incorrect information when you inquired about a final statement. We will be sending a final statement showing the account is closed. In the meantime, an interim statement reflecting the closing debit and the activity between November 8 and 16, 2016 is enclosed for your review. Mr. [redacted], we hope the information provided is helpful to you. If we may be of further assistance, please don’t hesitate to call us at 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you. Sincerely, Sherry *. F[redacted] Vice President Client Advocacy Management Office

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
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]

Re: Select Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Consumer Financial Protection Bureau (CFPB) Case 151118-001177 Dear Mr. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding...

assessed overdraft fees that were the result of payments using our Online Banking with Bill Pay service that were paid from your above referenced account. We also received your correspondences addressed to SunTrust executives regarding this same issue. I appreciate the opportunity to respond. our records reflect that, on October 7, 2015, you scheduled.payments for [redacted] ($180) and [redacted] ($50.00) to be paid on October 30, 2015. You also scheduled a payment to SunTrust Mortgage ($900) to be paid on November 2, 2015. In addition, on October 7, 2015, you modified the due date to [redacted] from October 30 to October 16, 2015. Then, on October 15 at 5:56 a.m. the due date was modified to October 19, and at 8:57 a.m. the due date was again modified to November 2, 2015. Since the payment due date was November 2, 2015, the payment process began on October 30, 2015. Regarding the payment to [redacted], on October 15, 2015, the payment due date was modified from October 30 to November 2, 2015. Accordingly, the payment process began on October 30, 2015. In reference to the SunTrust Mortgage payment, on October 7, 2015, the payment was modified from $900 to $940. The payment to SunTrust Mortgage is made via check; therefore, the payment was processed and mailed on October 28, 2015 to allow enough time to arrive by the November 2, 2015 due date. After October 15, 2015, no further log on activity occurred until October 31, 2015, at which time the remaining scheduled bill payments were cancelled and the Bill Pay service was inactivated. At that time the above referenced payments had been processed and could not be cancelled. Payment cancellation requests are disclosed on page 13 (copy enclosed) of the Online Services Agreement, which you accepted at the time you enrolled in the service. On November 2 and again on November 5, 2015, the payments to [redacted] and [redacted] were presented and returned due to insufficient account balances. For each transaction your account was assessed a $36.00 returned item fee. As a courtesy, on November 20, 2015, we refunded those fees totaling $144 (statement copy enclosed). You also received a $36.00 overdraft item fee refund on November 18, 2015. On November 23, we refunded $144 and on November 24, 2015, we refunded an additional $252 in fees, for a total of $612. In order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking....., Overview Guides and Disclosures-+ The Facts About Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts. You may also want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfalls. Detailed information about thi$ service is found on our website (see Banking-Account Features-+Overdraft Services). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website. Mr. [redacted], I hope that the information provided is helpful to you. Should you have any additional questions or concerns 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 . Sincerely, Diane E[redacted]

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorlz.atton was received. Please close this case on your records.

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. Chris L[redacted] – Officer – Client Advocacy Management OfficeSunTrust Bank

We have received and reviewed our correspondence forwarded
to us from the Revdex.com regarding the final payment for the above reference loan. I have
tried to reach you by telephone to address your concerns and regret that I have
been unable to speak with you. I appreciate the opportunity to respond...

in
writing.You mentioned in your correspondence that your loan was for
five years. We reviewed your retail Installment Sales Contract ([redacted]), and
as stated on page 1, the term of your loan is 72 months or 6 years, with your first
monthly payment being due on August 1, 2009. Payment books provided by SunTrust
contain a total of 60 payment coupons, and a new payment book is mailed after
the first 60 payments are made. We show that a new payment book was ordered on
July 2, 2014.Concerning your final loan payment, as explained on page 2
of the Contract it may be larger if late fees are assessed. Our records show
that, over the life of the loan, 57 late fees were assessed to the amount,
totaling $1,231.45. This amount along with interest was then added to your
monthly scheduled payment of $236.23 and brought the amount of your final
payment to $1,515.06 with a 52 cent per diem, as of July 1, 2015.[redacted] I hope this information is helpful. Should you have
any further questions or to obtain the current payoff amount, place contact us
at [redacted] our representative will be glad to assist you.Sincerely,[redacted]

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.
SunTrust bank has failed again! They did not contact me in a timely manner they did not contact me at all! they sent a reply to Revdex.com, stating they could not share the details of my case and that was a lie. In regards to my case, they never did contact me back or attempt to resolve my issue. I contacted Diane Evans the person who was assigned to my case and attempted to reach her direct and was unable to elicit a response from her at this time. I am very frustrated and unhappy with their attempt to resolve this issue. This needs to be resolved or I will find a lawyer to handle my case.
Regards,
[redacted]

SunTrust responded to the complainant (non client) by telephone on May 21, 2015 and resolved the dispute. Please close this case on your records.

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.

Dear [redacted]:We have received ad reviewed your correspondence forwarded
to us from the Revdex.com regarding fess assessed to your account referenced above and
the way pending transactions affect your available balance. I appreciate the
opportunity to respond.Our records show that, on September 14, 2015,...

your beginning
balance was $89.82. A pending debit from [redacted] for $35.00 reduced your
available balance to $54.82. An ATM deposit for $5.00 increased your available
balance to $59.82. on the same date, nine debit card purchases, totaling
$75.28, were presented for payment against your account. Given that there were
not enough available funds to cover all of the items, you were charged five
overdraft fees, totaling $190.When you contacted our representative on September 15, 2015
regarding the assessed overdraft fees, you advised her that you were disputing
the $35.00 pending [redacted] charge. The disputed item did affect your available
balance on September 14, and she refunded the $190 in overdraft fees to your
account. You also received a disputed credit of $35.00 on September 18, 2015,
and it is also reflected on the [redacted] statement.Concerning debit card transaction, once a debit transaction 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 mist maintain accurate account records noting all authorized
debit transactions, including pending and credits, to determine their available
balances. Detailed information concerning this matter is included on page 41 of
our Rules and Regulations for Deposit Accounts. Our Rules are provided at account
opening and on Suntrust.com.I apologize for the processing error that occurred involving
your $40.00 cash deposit on September 8, 2015 and regret any inconvenience that
may have caused. Your account was credited for the deposit on September 9,
2015. Because we were aware of the error, your statement does not reflect any
overdraft fees for September 8, 2015 or any processing corrections.[redacted], we hope this information is helpful to you. If we
may be of further assistance, please don’t hesitate to contact us via your Online
Banking Profile, call us at [redacted] or visit any SunTrust Branch. Our representatives
will be glad to help you. Thank you for banking with SunTrust.Sincerely,[redacted]

October 5, 2016 [redacted] 
[redacted] 
[redacted] 
[redacted] Re: Loan Number: Property Address: [redacted] Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mr. and Mrs. [redacted]: This letter is in response to correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced. Thank you for the opportunity to address your concerns. Enclosed is a copy of the Initial Escrow Account Disclosure Statement dated July 26, 2016 for your review. Please notice your overage check number [redacted] in the amount of $493.56 was attached to the bottom of the first page of the escrow statement. On October 3, 2016, you spoke with a manager in the Client Services Department and advised that you had not received the escrow overage check in the amount of $493.56. At that time, the manager placed a stop payment on the check ([redacted]) and requested the check to be reissued. A replacement check was created on October 4, 2016; check number [redacted] in the amount of $493.56. Renee R[redacted] contacted you and advised that the replacement check was mailed and to allow seven to ten business days for the check to be received. Mr. and Mrs. [redacted], we apologize for the delay in reissuing your escrow overage check. If you have any questions concerning the servicing of your account, you may contact the Client Services Department at 800.634.7928, Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted]Officer Mortgage Escalations Resolution Team

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish,...

you may update it before sending it.]
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]