American Summit Inc. DBA Summit Realtors

Dear [redacted]:
We have received and reviewed your correspondence regarding overdraft fees assessed to the above referenced account Thank you for notifying us of your concerns and providing us the opportunity to respond.
As you are enrolled in Online Banking, you will find useful information online 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. Helpful information regarding overdraft fees can also be found at [redacted]
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. Another type of overdraft service we recommend is called Overdraft coverage which prohibits the authorization of everyday debit card transactions when the available balance is not sufficient to cover the transaction.
Detailed information concerning these services may be found on our website [redacted]. Additional information regarding Overdraft Coverage is included on page 7 of our Personal Deposit Accounts Fee Schedule ([redacted]), provided at account opening and on our website [redacted]).
The account is currently overdrawn. Because of this, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies.
Due to items were presented for payment against insufficient balances. We have determined that the assessed overdraft fees are valid and will remain. You were concerned that fees have resulted from balance manipulation. Please provided specific examples and we will be glad to review the matter further.
It is SunTrust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and non-discriminatory manner, and in compliance with all applicable [redacted] SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations.
We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee.
[redacted], we hope the information provided is helpful to you. If you have any questions or concerns, please don't hesitate to [redacted]) or visit any SunTrust branch. A representative will be glad to assist you.
Sincerely,
[redacted]

Dear
Mr. [redacted]:We
have received and reviewed your correspondence forwarded to us from the Revdex.com regarding
statement copies you ordered for the above referenced account and the fees
charged for these copies. I appreciate the opportunity to respond.Our
records indicate that, via...

Online Banking on June 17, 2016, you ordered copies of
account statements from October 2014 through March 16, 2016. When ordering
statements online, a disclosure is shown that states, “Statement copies are available for up to 7 years. Fees may apply for each
paper copy ordered. Please refer to our Fee Schedule for specific details.
Delivery may take 5-7 business days. More than 4 copies may require additional
delivery time.” In addition, a link that takes you to our fee schedule discloses
the amount charged for statement copies ($5.00 each). Our fee schedule is
provided at account opening and also found on suntrust.com (see Menu?PERSONAL
BANKING?Banking?Overview Guides and Disclosures?SunTrust Fee Schedules).You mentioned that before ordering the
statements, you were not aware that a fee would be charged. After becoming
aware of the fee, you called SunTrust and attempted to have the request
cancelled. However, we advised that we were unable to stop the request or
refund the fee charged for this service. We show the request was completed, and
you were assessed a $75.00 research (statement) fee on June 24, 2016. After
reviewing your comments, as a courtesy, a refund for half of the assessed fee ([redacted]
was provided. The refund was credited to your account on July 19, 2016
(statements enclosed).Mr.
[redacted], we 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,

Re: [redacted] Revdex.com Case [redacted] We responded to Ms. [redacted] by letter on April 2, 2015. If you have any questions about our...

response, please contact Ms. Thompson. Sincerely, [redacted] Vice President and Manager Executive Services

Dear Ms. StevensWe received your correspondence regarding the above referenced case. Because you did not include...

a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated February 19, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with you"r office. Thank you for contacting SunTrust. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

We responded to [redacted] by letter on October 14, 2014. If you have any questions about our response, please contact [redacted].
Sincerely,
[redacted]
Vice President and Manager
Executive Services

Revdex.com:
There was NO response from Suntrust in reference to complaint ID [redacted].
In addition, the account was closed on 11/16/16, and I was informed that I should be receiving the check of the remaining fund within 10 business days from the account was closed. I have not received the check yet. 
Regards,
[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.
 
Chris L[redacted] – Officer – 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 spoken to the bank and recieved the records I requested. No further action required.
 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]

worst customer service, in branch and on phone in leesburg va fort evans rd location, doesnt return phone calls!!! No manager on duty, tellers are rude!

Dear [redacted]
We have received and reviewed your correspondence forwarded
to us from the Revdex.com regarding payments made using out Online Banking with Bill
Pay services and the fees assessed to your above referenced account. We
appreciate the opportunity to respond.
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ON July 9, 2014, you scheduled two payments to [redacted] for
$659 and $70.00 to be paid July 10, 2014. The payments are submitted to the
merchant on the day designated by the client. In this instance, the payments
were submitted to [redacted] on July 10, 2014. We do not place holds on your account
for the payment amounts, and the payments are not shown as pending items on the
account. Payments are deducted (or returned) from your account at the time the
merchant presents them to the bank for payment.
Our records show that, on July 10, 2014, your beginning
available balance was $1,463.35. During processing, an electronic/ACH debit
from [redacted] for $1,370.05 was paid, leaving an available balance of
$93.30. Six more items were presented for payment against insufficient funds.
Two online payments presented from [redacted] cards as Electronic/ACH debits
for $650 and $70.00 were returned due to an insufficient balance with two $36.00
returned item fees assessed. In addition, four debit card purchases ([redacted]
for $31.44 and $6.30, [redacted] for $15.16 and [redacted] for $6.56) were paid with
four $36.00 overdraft item fees assessed. Your end-of-day available balance was
negative $182.16. The account balance became positive on July 11, 2014 when a
Direct Deposit was credited to the account.
On July 15, 2014, your beginning available balance was
$237.51. Returned items from [redacted] were presented for payment again. The
$650 payment was returned for non-sufficient funds; however, the $70.00 payment
was paid, making your available balance $125. 15. Six additional debit card items
were presented and paid ([redacted] for $62.98, [redacted] for $40.000, [redacted] for $20.10 and $1.27, [redacted] for $17.07 and [redacted] for $7.25). You
incurred on returned item fee and two overdraft item fees, for a total of $108
in fees on July 15, 2014. The end-of-day available balance was negative $95.52.
On July 16, 2014, your deposit of $380 brought the account to a positive balance.
Based on this information and that items were presented against
insufficient balance, we have determined that the assessed overdraft fess are
valid. ON July 16, 2014, you were provided with a refund of 4108. As a courtesy,
we have refunded an additional $108 in overdraft fees. The other fees will remain.
As a suggestion, you may want to set up Overdraft Protection,
Where by a protector account is linked to your transition account to cover any
shortfalls. Detailed information, including any fees, about this service is
found on our website Suntrust.com (see banking-personal checking-account
features-overdraft services). You may also monitor your account by using our
Online Banking services and receive 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.
[redacted],we hope this information is helpful to you. If you
have any questions or concerns regarding your account, please do not hesitate to
contact us via your Online Banking Profile, call us at [redacted] or
visit any SunTrust Branch. A representative will be glad to assist you. Thank
you for banking with SunTrust.
Sincerely,
[redacted]

Dear [redacted] We have received your call and reviewed correspondence from [redacted] forwarded to us from the Revdex.com regarding the claim to the above referenced account We appreciate the opportunity to respond. Our records show that a charge was made on June 6,2014 in the amount of $800 with the merchant, [redacted] On July 30. 2014, you disputed the $800 merchant transaction and Case [redacted] was established on your behalf. On August 13, 2014, we provided you with provisional credit to your Account ending in 4987 and attempted to charge back the $800 from the merchant. The merchant provided us documentation that you agreed to the terms of installation which wasattempted multiple times. The merchant has offered to store the materials purchased after no agreement was reached regarding the $150 service fee for installation. On November 12,2014 the provisional credit in the amount of $800 was reversed against your account. [redacted] Is a copy of your August 2014 and November 2014 statements showing the credit and debit to your account. Also [redacted] is a copy of the November 5,2014 denial letter for you to review. Based on our investigation and review. there were no errors on the merchant transaction. Therefore, we are unable to honor your claim and SunTrust has no formal recourse in this matter. We suggest that you continue your attempt to resolve this dispute with the merchant. [redacted] is a copy of the merchant's rebuttal for you to review. In your complaint you indicated you were informed the merchant has 45 days to respond from the receipt receiving all completed forms or SunTrust will provide the credit to your account. Please note the merchant has 45 days to respond then SunTrust has 60 days to further investigate and resolve the case. We apologize for any confusion due to any incorrect information provided and inconvenience this matter may have caused. We certainly understand the frustration you experienced in contacting SunTrust multiple times for a status and to get this matter resolved. SunTrust strives to provide all of our clients with first-rate service, and we understand that we did not meet your expectations. Please be assured that your comments about your experiences have been shared with the appropriatemanagement areas for: review. [redacted], we hope this information is helpful. Should you have any questions, please do not hesitate to contact us via your Online Banking Profile, call us at [redacted]) or visit any SunTrust branch. A representative will gladly assist you. Sincerely,
[redacted]

Re: [redacted] This case was resolved by phone, there is no letter. The fraud claim was resolved to Ms. [redacted]'s satisfaction.  font-size: 11px;">Attached is the response that was mailed to the client. Please close this case on your records.

I need a authorization form sent to me for me to sign and fill out! I haven't gotten one.

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]

We responded to [redacted] by letter on October 24, 2014. If you have any questions about our response, please contact [redacted].
Sincerely,
[redacted]
Vice President and Manager
Executive Services

We have responded to [redacted] by letter on November 25, 2014.If you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Dear Mr. [redacted] : We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our Online Banking with...

Bill Pay Service and the scheduled payment to your landlord that arrived late. I appreciate the opportunity to respond. When you visited suntrust.com to establish Online Banking with Bill Pay, you agreed to the Online Services Agreement (see Personal Banking~Banking -;:::t~Online Bill Pay--+Online Banking Service Agreement). In accordance with the terms and conditions of this Agreement (pages 9 through 11 enclosed), listed under (c) Bill Pay Service Guarantee, "The Provider will bear responsibility for any late payment related charges up to $50.00 per payment, should a payment post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under "Bill Payment Scheduling" in the Agreement." Please keep in mind that, when scheduling payments, you must select a scheduled payment date that is no later than the actual due date reflected on your biller statement. Scheduled payment dates must be prior to any late date or grace period. When your landlord was contacted, he advised us that the actual due date for your rent payment is the first day of the month. You scheduled your rent payment for November 3, 2015, which was after the November 1, 2015 due date. For this reason, the bill pay guarantee is void in this instance. Based on this information, we respectfully deny a refund of late fees. Mr. [redacted], although this is not the resolution you are seeking, we hope the information provided is helpful to you. If we may be of further assistance, please do not hesitate to contact us via your Online Banking Profile, call 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for choosing SunTrust for your banking needs. Kathy B[redacted] OfficerClient Advocacy 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]

[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: Revdex.com complaint# [redacted] We have been unable to locate the client in our records based off of the information  11px;">provided. Multiple attempts to contact Mr. [redacted] have been made without any response by him. A letter has boon mailed to the address provided by the Revdex.com requesting that he return our calls.