SunTrust Bank

Review: I opened an account with Suntrust earlier this month. I am a first time customer with them. They neglected to tell me that if I deposited over $2,000 within the first 30 days that there would be a hold on my account. My funds have now been held for several days leaving me with a negative balance in my account. This is my paycheck. I am unable to pay my bills, put food on the table for my family or even put gas in my car to get to work. I have been treated like a dog by customer service reps as if I were a criminal. Suntrust has even contacted the bank where my paycheck originated and they guaranteed that the funds were available and that the transaction would be fluid yet Suntrust still will not release my funds.Desired Settlement: I would like Suntrust to give me my money and remove all overdraft fees immediately.

Business

Response:

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

Worst bank I've ever dealt with. Gave me misinformation about my credit card 4 times over a week period. [redacted], she reports to the owner, gave me misinformation about my credit score multiple times which lead me to spend my time insuring the information they gave me was incorrect. [redacted] then told me point blank "no we will not do anything to resolve the situation nor anything to assist you". I will be looking for a new bank

Review: On 4/30/2013 account holder [redacted] ([redacted]) with account number [redacted], deposited a check in the amount of $14,662.16, I was able to obtain a copy of the check which can be provided to you if needed. Suntrust bank allowed Mr. [redacted] to deposit the check without the required endorsement, which is clearly evidence of fraud for reason of fraudulent check cashing. The check was issued by [redacted] as a 2 party check accordingly, Mr. [redacted] should not have been able to cash or deposit the check without my endorsement and without any contract creating a power of attorney relationship, Mr. [redacted] is now refusing to return the money to us or to [redacted]. I believe Suntrust bank failed to comply with local and federal law and became a partner in fraudulent activities.Desired Settlement: Suntrust bank should assist [redacted] in recovering the funds, also they should find out who allowed Mr. [redacted] to deposit the check without the proper endorsement.

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from Mr. [redacted].

We sent a letter today to Mr. [redacted] to address the check issue he raised to the Revdex.com. Therefore, as we have provided a response to Mr. [redacted], we are closing our file on Revdex.com Case [redacted].

Should you have any questions about our response to Mr. [redacted], please feel free to call Mr. [redacted], a manager of Executive Services at [redacted]. He will be glad to speak with you.

Sincerely,

The online banking portal reads "temporarily unavailable" over sixty percent of the time. I am basing this estimate over 30 + login attempts at various times spanning the last 3 months. The issue is not temporary but rather cronic in nature. Two separate contacts to Suntrust describing this issue have been in vain.

Review: I had a scheduled car payment to come out of my bank acct on October 9, 2015 but I didn't have the money in my account or available so it didn't come out. My car payment comes out in 2 parts. One part as $122.08 and the other part as $235.42. Again my car payment tried to come out on October 14 but this time SunTrust Bank decided to let the payments come out even though the money still wasn't there. It caused me to be charged 2 $36 overdraft fees and it also put my account $423 in the negative. I was trying to get the money together or return the vehicle on October 14, 2015. SunTrust should not have taken it upon themselves to take money out of my account that wasn't there and then charged me 2 $36 overdraft fees. I want them to undo everything they have done. The vehicle was returned on October 14, 2015. I don't see how a bank can take money out of anyone's account when the money isn't there. It doesn't do that to another scheduled payment that I have at the first of every month for $30 why would it do it to 2 payments over $100 & $200?Desired Settlement: I want my bank account to go back to what it was before they took out the 2 portions of the car payments and to not charge me the overdraft fees.

Business

Response:

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.

Review: When I opened an account with sun trust bank I set up my account debit card to not allow transactions in the event their in non sufficient funds. This option was offered to my husband and My self and we took it. We were promised that if in the event there was ever not enough in our account to cover a transaction with the cards it would be denied and not work. In mid august 2014 my husband's direct deposit was not the amount it was supposed to be and we uses the cards believing we has sufficient funds and that his deposit was the correct amount. Never checking online to see because the cards worked so there was funds to cover. We then check online several days later to find the bank has charged us over $600 in over Draft fees and they took $160 of our savings account completely emptying it. That money was for our kids school supplies. I call the bank and spoke to [redacted] at the largo branch and he said to bad we can not refund that much fees and he only refunded $72. My husband received a direct deposit from his employer after that to correct the mistake and the bank fees took almost the entire pay check. We had $200 to live on for 2 weeks. It is not our fault the banks computer system failed to block the debit cards as we were promised would happen.Desired Settlement: We want a refund for the entire amount of fees that were charged to our account in august 2014.

Business

Response:

We responded to [redacted] by letter on September 19, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

President and Manager

Consumer

Response:

I have reviewed the offer 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.

The letter I received stated in summary they understand that we were advised that we wanted our bank atm cards to not work if there were non sufficient funds however we later took part in overdraft protection which canceled out the prior understanding of a stop on our debit atm cards if there were non sufficient funds. The problem is that we were never made aware of such and therefore how can we or any customer know without being made aware that it would cancel out the block on debit card use if non sufficient funds. I feel this is just an excuse and the amount of money that was taken from our account in fees was excessive and price gouging.

Regards,

Review: I had an issue with a [redacted] purchase which put my bank account into the negative. I called SunTrust (the local branch in [redacted]) and I explained what had happened. The bank representative promised me that ALL OVERDRAFT FEES would be waived as a courtesy to me. I called SunTrust again after my Paycheck was deposited to get the fees waived AS PROMISED BY SUNTRUST and I was told "sorry can't help you" I then called the national 800 number and they were able to PARTIALLY refund the charges, however I was told to call the local branch to take care of the remaining 72 dollars (2 charges each in an amount of 36 dollars) that was supposed to be refunded. I called the local branch and was told sorry can't help you. The [redacted] I spoke to refused to honor the PROMISE THAT SUNTRUST MADE TO ME. I am low-income and I can not afford this. Someone needs to hold SunTrust accountable and hold them to their word. The bank representative who promised me the refund of the fees REPRESENTS SUNTRUST BANK so therefore SUNTRUST MADE ME A PROMISE AND THEN BROKE IT.Desired Settlement: I would like the remaining 72 dollars refunded back to my checking account IMMEDIATELY, and I would like the bank [redacted] to apologize for failing to honor a promise made by her company.

Business

Response:

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 in your records.

Review: SunTrust is closing my account because of the [redacted] security breach fraudulent activity and will not give me my money which total to over $700. I did not ask for the account to be closed this was a decision made by the bank to end the agreement. I have talked to branch managers, Sr. managers and went to the branch in person, but nobody will give me any of the money. One customer service rep told me that they are not accepting deposits or releasing money, but they accepted my payroll deposit. SunTrust claims my account is on a "non-debit" status, but I read that it is up to the branch manager to decide to release the funds at any given time.Desired Settlement: I would like my money or at least some of it available to me to take care of my family. I live paycheck to paycheck and need my money now.

Business

Response:

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.

Review: My wife had gone in to the branch to close 5 accounts on Sep 20, 2013. She informed the teller that she would be withdrawing the monies from the accounts and closing all of them. The teller proceeded with the transactions for the accounts. My wife had informed all the businesses that we deal with through online payments that no transactions were to go to our accounts with Suntrust. One transaction went through for insurance on Sep 30, 2013. As of the beginning of October Suntrust has been contacting my wife at work during business hours and stating that this is our error and not theirs and we must pay the amount due of $216.32. My wife stated that when she came in that she was closing the accounts and that they were not to let any transactions go through. They proceeded to get nasty with her and wanted her to set up a payment plan to pay this off. To this date they still have not closed the account and it continues to remain open and accumulating fees that we are not responsible for. She received another call today from a [redacted] at 11:15.

Product_Or_Service: Bank accountDesired Settlement: DesiredSettlementID: Other (requires explanation)

We don't want anymore harassing phone calls at work. We are not willing to pay for their mistake to our account. We want the account closed of what they say is due $216.32. We don't want this on our credit report because this was not our mistake.

Business

Response:

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.

Review: Suntrust manipulated transactions so that they could charge me more money. I have a check that was out standing, I checked my bank Monday and had $190 in it. So I knew this check would bounce and I was prepared for that. What I was not prepared for is the bank went and re dated all of the transactions so that they could charge me FOUR overdraft fees and not just one. They manipulated the order of my transactions so that they could charge me four instead of one overdraft fee. I want three back. I plan on purposely doing this again just to be able to screen [redacted] and prove what they do to rip their customers off. I am a single mom and this cause me to not be able to pay my electric bill. SO I have to live without power for 2 days and I am slowly restocking my refrigerator. This is just shy of criminal and I want someone help accountable, instead of me.Desired Settlement: I want three of my over draft charges out back in my account. If I did it - then fine have your fee. But in this case I know I am only truly on the hook for one.

Business

Response:

Dear [redacted]:We have received and reviewed your correspondence forwarded

to is from the Revdex.com regarding overdraft fees assessed due to the posting order

of items to the above referenced account. We appreciate the opportunity to respond.Our records show that, on September 28, 2015, eight times,

totaling $929.85 were presented for payment against a balance of $875.45. Given

that there were not enough funds to cover all of the items, you were charged

four $36.00 overdraft item fees, totaling $144. Based on this information, we

have determined that these fees are valid. However, as a courtesy, we refunded

$108 in overdraft fees. This credit will reflect on your next statement. The other

overdraft fee will remain.The posting order of your items is in accordance with our

Rules and Regulations For deposit Accounts. [redacted] are pages 16 and 17 of our

rules for your review. Our rules are provided at account opening and on

suntrust.com.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. You will also find useful information above 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], we hope this information is helpful to you. Should

you have any further questions regarding your account, please feel free to

contact us via your online banking profile, call us at [redacted] or visit any

SunTrust branch. Our representatives will be glad to assist you. Thank you for

banking with SunTrust.

Consumer

Response:

please close this case. They refunded my fees. Thank you!

Review: I lost my debit card on 2/7/15. I called Suntrust customer service and requested a new card. They told me it would be about 3-5 business days before I got my new card. I waited until mail came on Friday 2/13/15, this would be 5 business days. There was no card. I called again on 2/13/15 and asked for a status on my card. The agent that I spoke with told me that if I did not have my card already it was lost in the mail and they need to send a new one. I asked this person "do we need to cancel the card you already sent? What if this shows up?" they told me no there is no way this card is going to show up and they will rush me a new one. I received a card on Monday 2/16/15. I assumed this was the card they rushed to me and called the bank to activate it. I was told that they cannot activate that card because it had already been canceled and I need to wait for the second card that was "rushed" to me. I still do not have a card, today 2/18/15. I called again to ask for a status. They told me that my "rushed" card would likely arrive between Thursday and Monday of next week. They then informed me that they did not even mail anything on Monday, it was a holiday. The agent I spoke to on 2/13/15 told me that I would have my card by Monday or Tuesday. No one informed me that they would not send mail on Monday. I am now in a total bind. I am supposed to travel, tonight, I can't cancel my trip, my sister is relying on me to help her with her 4 year old and 4 week old and cannot change my travel dates. I am supposed to be booking a rental car, I now cannot do this. I don't even know how I will make it home if I can't get my rental car. I am going to have to go drain out all of the cash in my account and put it on a prepaid visa to do anything. This is not why I have a bank, if I wanted to spend in cash and use prepaid debit cards then I wouldn't use a bank!!!Desired Settlement: I want a sincere apology. I want to bank with someone who thinks it should be a priority to make sure their customers have a debit card in a reasonable amount of time. 11 days is NOT reasonable. I am also now going to have to have my husband wait for the mail (let's hope it shows up before he travels on Saturday) and ask him to overnight rush my card to my sisters house in Michigan. I would hope that Suntrust takes responsibility for this and pays for the overnight rush that I am going to have to out of pocket pay for since Suntrust does not understand what "rush" shipping is.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the level of service you received when you notified us that your above referenced check card had been lost. We apologize for the lack of communication that occurred in this situation and regret any inconvenience you experienced. Please be assured your comments are important to us and were forwarded to the appropriate management area. The information you provided us helps us to know where the emphasis for future training and process improvement efforts should be placed. We learn how we can improve from clients like you who choose to share their experiences. If you incurred a fee for having your new check card shipped to your sister's house in Michigan, please send a copy of the receipt to my attention at the address on this letterhead. We will reimburse you for this fee. 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, call 800.SUNTRUST [redacted] or visit any SunTrust office. Our representatives will be glad to help you. Ms. [redacted], we appreciate your loyalty over the past years and ask that you allow us the opportunity to regain your confidence. When you have questions or concerns about your accounts, please do not hesitate to contact us_ Sincerely, [redacted] Officer Client Advocacy Team Copy to: Revdex.com

Consumer

Response:

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.

I never received the card, it didn't even come with enough time to be shipped to my sisters. It was not shipped to my sisters. I had to make my sister drive me with her 4 year old and 4 week old in the snow 2 hours to the airport and 2 hours back because I could not rent a car because I did not have my card.

Review: Like other banking institutions, Suntrust has overdraft fees. No argument there. However, as a Suntrust customer, we receive overdraft fees when transactions are in pending status (before the charge is finalized/ post). For example, I had a charge charged twice on August 6th for '70s car wash'. One was for the orginal price of 25$ however I made an additional 5$ tip; in the system those charges (a 25$ and a 30$) plus others were pending which accurred a 36$ overdraft fee. I called to explain the error and to inform the csr the charge will not post due to it being one offical authorited charge. As a inconvenience to myself, I had to call back in to request a refund after the charge drop; which was 2-5 days later.

Over the past two months, I've experienced three different encounters of Suntrust posting overdraft fees before the charges actually post. On June 26th, I had a 4.99$ pending transaction (which was later refunded) and a 200.00$ pending transaction result in a overdraft fee. The 4.99$ transaction from Itune placed the account balance into the negatives while in pending. I checked my account on the morning of the 26th, noticed the negative balance, and immediately made a 25$ deposit to avoid fees while the 4.99$ charge is in the refunding stage however the 36$ overdraft fee had already posted. I can't say, in my 31 years of banking with an institute, that it is economically a plus to bank with Suntrust. I will be sure to discourage any and everyone to NOT bank with them for this simple mishap. Changes are definitely due.Desired Settlement: I am requesting to have a policy review. Please send detailed information of the overdraft fee policy. I would like to see the policy written out stating the fees are to be charged before the transactions are paid to the merchant and posted to an account. IF this can not be produced, systematically, changes should be made promptly to avoid future lawsuits.

Business

Response:

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.

Review: I moved to Arizona and decided to keep my Suntrust account open since I have been a client for so long. They held my first paycheck for a total of 32 days and could not figure out how to resolve the issue. I had to finally have a paper check reissued and open a new account. Recently I transferred money from my new account to Suntrust and it gave a 3 day holding period. They held the transfer for "identity verification" which I called in a completed. The transfer was still held the next day and when I called in to find out why, I was informed the previous person must have messed up because they didn't release the hold after my 30 minute conversation validating my identity. Today I went through the process again and told it would be another 3 days before I see my money. Over the course of two months I've had 5 issues regarding my money getting into the account and faced pate payments for bills due to Suntrust being irresponsible and uncapable to handle simple things like paychecks and transfers.Desired Settlement: The transfer in my account today plus any overdraft fees.

Business

Response:

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

Review: A month ago I deposited a check for $300. SunTrust apparently messed up and doubled the amount. A few weeks go by and I see the randomly decide to correct it and take $300 out. No phone call, just a letter a few days later. Now, because of the unexpected withdrawal plus other transactions that had already been in process, I am currently -$578.72. $288 of that in overdraft fees. They also reversed previous transactions to come out after that $300.Desired Settlement: I would like all the overdraft fees taken off. It has been multiple times SunTrust has reversed payments out just for larger ones to place first. Set aside randomly fixing their own error and just taking the money back without any prior notice.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding a $300 deposit that was credited to your above referenced account twice on April 7, 2014. On May 21,2014, we debited your account $300 to correct our error. Following that correction, the account became overdrawn, resulting in the assessment of $252 in overdraft fees on May 21 and 22, 2014. We appreciate the opportunity to respond.

We regret any inconvenience you experienced as a result of our debiting your account $300 on May 21,2014 for the deposit error that occurred on April?, 2014. However, it is the responsibility of the client to·keep accurate records and know the balance of your account at all times. All items presented for payment were paid. As a courtesy, we refunded $72.00 in overdraft fees and the $36.00 extended overdraft fee that was assessed on May 28,2014. These transactions will be reflected on your next statement.

The posting order of your items is in accordance with our Rules and Regulations For Deposit Accounts. [redacted] are pages 16 and 17 of our Rules for your review. Our Rules are provided at account opening and on our website s[redacted] (see About Us-Fee Schedules-Deposit Account Disclosures).

[redacted], we hope the information provided is helpful to you. Ifwe may be of further assistance, please don't hesitate to call [redacted] or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.

Sincerely,

Review: To whom it may concernAccount [redacted]I had a suntrust account. I recently closed due outrageous fees that had to be charged in error. I have a savings account. A scheduled wire transfer of $9,500 was delayed, and a charge came through on my checking account 4/24/14 for $12.41, it was not available in the checking account so I was charged $12.50 to transfer $12.41- Ridiculous, and it is interesting there was no charge to transfer the money into my account every month. In addition to that I was charged $36.00 over draft fee. Then 5/2/14 another charge of $62.00 was going through, so $43.44 was automatically transferred to my checking, and I was charged $12.50 and an over draft fee of $36.00. Then a credit card charge 5/5/14 for $130.00 that should have been declined came through and $31.02 was automatically transferred to my checking account, and I was charged a $12.50 transfer fee and a $36.00 overdraft fee. Then I was charged an additional $36.00 over draft fee for the amount of time it took to get into the bank. I had been out of the country in Jamaica on business. When I went to the bank 5/12/14, the Manager [redacted] at the [redacted] branch on 29 only offered to credit one of the over draft and one of the transfer fees. How is it even legal to charge an over draft fee when there was enough to cover the charges in the savings account??? No one could answer the question. The credit [redacted] issued would take until 5/13/14 to post, and she stated she would close 5/13/14 the account and send me the check. I went into the branch 5/13/14 but [redacted] was not there and no one at the branch could complete the transaction. I received a call the following day stating that all had been completed. A few days later I received a check, but it was $7, short. Confused I went back to the bank to find out why. [redacted] printed the statement, but told me she was too busy to help me with it and I had to wait. Suntrust had charged me a $7 maintenance fee on 5/14/14.Desired Settlement: A few days later I received a check, but it was $7, short. Confused I went back to the bank to find out why. [redacted] printed the statement, but told me she was too busy to help me with it and I had to wait. Suntrust had charged me a $7 maintenance fee on 5/14/14. On an account that was to be closed on 5/13/14! Ridiculous! I waited about 15 minutes, but I could not wait all day. She was in no hurry to talk to me, so I left a note for her to call me. No response.Requesting the refund of $104.00

Business

Response:

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.

Review: I want to transfer funds from my Suntrust account to my UK bank for immediate expenses as I am presently in UK, Suntrust have made this impossible, I am not present to physically go into my branch to obtain a PIN for wire transfer, Suntrust customer services' suggestion of using a different wire company will not work as they transferred 2 x minus$1 trial amounts to [redacted] in NY (which is the wire cos. US affiliate) with the ref. TRIALCREDT, [redacted] have thousands of daily transactions and are unable to search for these. Conseqently I am unable to verify the amounts. Finally I have been told there is nothing they can do to help.Desired Settlement: Suntrust to enable this transfer of funds to occur while I am in UK

Business

Response:

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.

Consumer

Response:

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,

the response said they have made contact with me and cannot share with Revdex.com, this is not true only response was an email asking me to phone them which I have not as I want something in writing, I hereby authorise Suntrust to share the data sent to me with Revdex.com

Review: April 26, 2013 SUNTRUST BANK Attention: [redacted]. President/CEO [redacted]: This is my final request for reimbursement of a total of $760.00 for analysis fees unduly debited on my payroll account as a result of fraudulent practices by SunTrust's contracted payroll company [redacted]. Though your staff adjusted my account for the months January 2013 $40.00 an February 2013 $50.00 they did not reimburse for the discrepancies that occurred in prior months totally $760.00. As noted in the original correspondence sent on February 20, 2013 your staff provided me incorrect directions and procedures on how to obtain monthly information on my payroll account without completely closing my payroll account and as a result my account was incorrectly debited $40.00 per month for eighteen months. As mentioned in the initial correspondence submitted to and received in your office [redacted] certified on July 2011, I contacted SunTrust Bank payroll department and requested information on how to maintain access to [redacted] payroll account since I did not anticipate any employee activity in the next year ([redacted]). I was instructed that I had to pay the monthly analysis fee if I wanted access to my payroll account. Based on the direction of the SunTrust payroll department I continued to pay a $40 monthly payroll fee for the next 18 months. Throughout 2011 and 2012 I repeatedly inquired about the fee and was instructed that I had to continue to pay the fee for access to my payroll account. In September 2012 I visited my local branch and met with [redacted], [redacted], GA branch and informed her that I was relocating to [redacted], Texas. She assured me that though I was out of state SunTrust would continue to provide me quality customer service. She further stated to contact her with any challenges and that she would gladly assist me in their resolution. On January 3, 2013 I contacted [redacted] requesting assistance in researching the process to access payroll information when there is no employee activity as reflected. ([redacted]). She contacted me by telephone on January 4, 2013 and stated that she would research the process and get back to me in a couple of days. To date [redacted] has never contacted me by telephone again. I sent her an email on January 15, 2013 and she responded through email that I did have to pay the $40 monthly analysis fee to have access to my payroll account. On January 17, 2013 I sent her an email requesting cancellation of the account. On January 17, 2013 [redacted] sent me an email providing the telephone contact number for cancellation. On January 23, 2013 I contacted the SunTrust payroll telephone number provided by [redacted]. I spoke with [redacted]. She emailed me payroll account termination information as well as the form needed to complete the termination of my payroll. She highlighted that for a one-time $79 fee I could have access to account information for 5 years if I did not have employee activity. That came as quite a shock since I had inquired about this possibility for over 18 months. On January 24, 2013 I contacted [redacted] via email requesting reimbursement for all past fees minus the $79 for 5 year access. I instructed her to forward my request to her manager for review and I carbon copied the information to [redacted] for her record. On January 25, 2012 [redacted] contacted me and stated that her manager refused to refund the fees and that the one-time $79 fee was a new process ([redacted]). I requested that she forward me her manager's name, contact information and the dated official SunTrust policy that highlights the one-time $79 fee. I have yet to receive a refund for their error.Desired Settlement: Refund of $760.

Business

Response:

Dear **.[redacted]:

We have received and reviewed your correspondence regarding your request for a refund of the analysis fees assessed to the above referenced account. We appreciate the opportunity to look into the issue raised and provide a response to you.

Our research has determined that you opted to have our vender, [redacted], process the online payroll needs of your business. The monthly fee of [redacted] for this service is reflected on your account statement, effective with the August 19,2010 statement. Please note the fee increased to [redacted] in February 2013. In January 2012, client's requesting service cancellation of [redacted] were offered a one-time fee of [redacted] if they continued to utilize the services of [redacted]. The one-time fee would replace the monthly analysis fee and would remain in effect for five years.

We have reviewed the account and determined that the fees have been appropriately assessed as we have no record for your previous request to cancel [redacted]. Further, our Rules and Regulations for Deposit Accounts state that "Fees are subject to change from time to time at the Bank's discretion". However, as a courtesy, we have refunded the January and February analysis fees totaling [redacted] to the account. In addition, your [redacted] service has been cancelled as you requested.

**.[redacted], we trust this information is helpful. Should you have additional questions, please contact us at [redacted] or [redacted] at [redacted]. A representative will be glad to assist you.

Sincerely,

Officer

Executive Services

Consumer

Response:

I have reviewed the offer 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.

The facts are listed:

1. As noted on page 23 of the package that I faxed to the Revdex.com Suntrust Bank representative [redacted] stated in an email to me that on my account was a note stating that I inquired about closing my account July 2011 and was told by a Suntrust Bank representative that I had to keep it open to access to my payroll information and pay the monthly analysis fee.

2. Because I did not have any employees I contacted Suntrust Bank numerous times to inquire about the monthly analysis fee. Though I inquired about the montly analysis fee and access to my payroll account numerous times between July 2011 and February 2013 it was not until I requested closure due to a fee increase from [redacted] dollars to [redacted] dollars February 20, 2013 that I was

informed bt Suntrust representive [redacted] that I could have maintained the account for a 1 time fee of [redacted].

3. There is a blatant practice of deception and fraud at Suntrust Bank. Employee [redacted] as noted on pp 36 of the package that I submitted to the Revdex.com clearly stated that the an internal policy exist and could not be disclosed to me in regards to the polciy on inactive accounts and montly fee analysis.

4. To Date Suntrust Bank employee [redacted] supervisior [redacted] and all representatives of Suntrust Bank have refused to submit policies and implementations dates surrounding maintenance of inactive payroll accounts and monthly analysis fees. Clearly defrauding customers out of fees that could be avoided if they were aware od the 1 time fee of [redacted] giving access to payroll accounts for 4 years.

5. I enrolled in Suntrust payroll services on line. I submitted all documentation to the Revdex.com in the form of 61 pages including correspondence exchanged between me and all Suntrust Bank representatives. As Revdex.com representatives can see there is no mention of a policy regarding cancellation. Therefore, all information provided is word of mouth by Suntrust representatives.

6. After the [redacted] - [redacted] completed their investigation as noted on pp 3 of the package submitted to the Revdex.com it was noted that the complaint involved Suntrust customer service issues and offered a solution of exploring legal options of which I plan to pursue if SUntrust refuses to practice integrity as it has thus far.

In closing, based on the facts my expectation is that Suntrust Bank reimburse me [redacted] of unjustifiable payroll anaylsis fees raising awareness that omission of information when requested is considered unfair practice. Futhermore, creating policies and procedures internally when caught in the act of unfair practices totally compromises the integrity of the foundation of Suntrust Bank. It's a sad day when Suntrust has to steal from me when in the past I entrusted it with [redacted] of dollars.

Thanks again Revdex.com for your effort to protect the consumer.

Sincerely,

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

Regards,

Business

Response:

SunTrust has responded to our client on March 1 and May 6,2013 and is providing the Revdex.com with a copy via this fax. Our position on this matter has not changed.

You requested that we address the client's issue Number * from her recent correspondence to you. This matter was addressed in our response of May 6,2013. We do not share internal policies with our clients. At account opening we provide our clients with a copy of the attached Business Acounts Fee Schedule for their review.

Please close this case on your records.

Review: I am an former expat returning to the United States after 10 years living abroad due to my employment. One of the first tasks as part of returning to the United States is to establish a banking account: a regular checking ans savings account that would allow me to receive direct deposits for my wages and sporadic business activity. I need a bank with strong online support: my work hours are long and I am never able to go to a branch during regular business hours without having to take time off form work, and impossibility most of the time. I contacted Suntrust to explain my situation prior to applying for a checking/savings combo, and I was assured that Suntrust's online, Mobil, telephone and chat support were equal to none. Persuaded, I applied for the accounts and was, of course, approved for both accounts.

I proceeded to issue my opening deposits, and then I started to suffer unexplainable harassment for their "fraud" department. The first action they took was to cut me off from online banking. The reason? I live and work in [redacted], but has to travel to [redacted] during the day for business. I logged into the account on the [redacted] airport terminal to check if my opening deposits had cleared. According to the Suntrust fraud specialist who took my case, [redacted], the fact that I logged from a different location that my usual address is a "suspicious behavior" that must be checked. In addition, he had the audacity to tell me that they have to be more careful with Hispanic [redacted] residents as they tend to engage in more "fraudulent activities". The only way that I could restore my account's online access is to go to a branch and identify myself. I confess I hanged up in shock as I could not process the magnitude of the horror he conveyed. I contacted another bank specialist, who apologized profusely for [redacted]'s statements. She advised me that my accounts were OK: only online access have been deactivated. Since I had already switched my direct deposits to thsi new account, had already received the corresponding debit card, I decided to stick with these accounts and go to the branch to identify myself at the first opportunity. In the meantime, I used telephone banking.

Today, I was informed that the fraud department was closing my account due to an undisclosed reason: no notes or explanation were posted so the customer service reps cannot even give me an explanation. They are having trouble contacting the fraud department to obtain a justification for this action. They can only tell me the culprit of this later action: [redacted]! He tagged my accounts for closing without posting any reason, something every customer rep finds extremely odd. My accounts were opened a total of 3 weeks, with very modest activity and purchases. I did not travel outside the US, nor made any big purchases. My accounts did not receive large sums of money either (my total deposits were less than $3000.00 on those three weeks!). There is no logical reason to target these accounts for closure due to "suspicious behavior". I am completely convinced that the only reason I was treated this way is because I am of Hispanic origin: my last name is offensive to Suntrust's fraud division, specially to [redacted]! My question is the following: If Suntrust fraud division does not want to cater to hispanics, why are they in business in [redacted] of all places? I am supposed to wait ten days for a mailed letter that will, maybe, disclose the reason for closing my accounts. In the meantime, I was told that Suntrust has "the right" to keep my account balance for an undisclosed amount of time. Suntrust basically wants to steal the balance left on the accounts.Desired Settlement: More importantly, I want a check mailed immediately for the balance on my accounts ($2684.35 in checking and $20.00 in savings). I want an apology, and I would like the president of Suntrust to hear about this case, as this type of discrimination and harassment does not have place in today's America. Under no circumstance I am interested on continue my relationship with Suntrust.

Business

Response:

We have responded to [redacted] by letter on May 6, 2014.

If you have any questions about our response, please contact [redacted].

Sincerely,

Business

Response:

We have received and reviewed your correspondence to

SunTrust that was also forwarded to us by the Revdex.com. We appreciate the

opportunity to response.

Our records reflect the above referenced accounts were open

on April 10, 2014. The accounts were

reviewed by our Fraud Department and closed on April 24, 2014 and the account

funds were sent to your address of record. The decision to close the accounts

was a business decision made by SunTrust. This is explained on page 2 of our

rules and regulations for deposit history ([redacted]). The Rules can be viewed

in full on our website [redacted] (see about us- fee schedules- deposit account

disclosures).

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 it compliance with all applicable Fair

Banking and Consumer Protection Laws. 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 interest, and assist them in selection 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.

[redacted] we hope this information is helpful to you. If you

have any other questions, please call us at [redacted]. One of our

representatives will be glad to assist.

Consumer

Response:

I have reviewed the offer 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,

I received today a notice indicating you believe this

complain has been resolved ([redacted]). That is hardly the

case! Please note that:

1. As of today, 05-15-14, I have not received ANY

communication from SunTrust Bank, even though they alleged a letter was mailed

to me on 05-06-14.

2. SunTrust Bank still HAS NOY REIMBURSED ME for the

$2684.35 that was available on my checking account and $20.00 available on my

savings account at the time of account closing. As of today, 05-15-14, SunTrust

Bank still owes me $2704. 35 total.

Please, do not close this complain, as SunTrust is hoping

you and I will be too busy to pursue this matter. They seem to hope I will

forget my money!

Regards [redacted]

Business

Response:

We have received your

correspondence forwarded to us by the Revdex.com in regards to the response we

sent to you on May 6, 2014. We appreciate the opportunity to respond.

We believe that we have fully addressed the issues you presented

with regards to our decision to close you accounts in that response ([redacted]

[redacted]). We understand your frustration; however, based on our Rules and

Regulations, which were noted in our response, we found that the case was

handled properly.[redacted], we regret that you were not satisfied with the

response, however, the decision to close the above referenced accounts remain

the same. If you have any other questions, please call out Fraud Assistance

Center at [redacted]. Our

representatives would be glad to speak with you.

Review: I deposited a large sum of money in this bank upon opening my account. A day later, I logged in online to look at my acct just to find it closed. For three days noone is able to tell me why. At this point, I don't CARE why but I want my $4,900.00 back. I am getting the runaround about getting it back. I read HUNDREDS of reviews (ALL negative)stating to NOT do business w/ this bank. Reviews stating that people's money disappeared. I've called corporate just to be redirected to the branch just for them to tell me they don't understand why my funds are held up. I want my money back it it should not take 30-60 days to get it. I was told their Cashier's Checks bounce, so now I'm REALLY concerned. Before I hire an attorney, which is my next step, I am deciding to report this bad business to the Revdex.com in hopes of resolving this. I asked if I can have my funds released to me in the form of cash or at least routed to a bank directly. Suntrust is not trying to work with me at all! I wish I read the reviews here before I opened the account to begin with: [redacted]I just want my money back and we can part ways. I want my money back, and I want it ASAP!Desired Settlement: I want my money in the form of CASH (I will go get it), or routed directly to my bank, which I can and will provide the routing and account numbers. This needs to be done ASAP.

Business

Response:

SunTrust has responded to our client but cannot share our response with the Revdex.com as no signed third party authorization was received.

Please close this case on your records.

Consumer

Response:

I have reviewed the offer 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,

Review: Business account with Suntrust for 10yrs, now every time one of our US distributors are accessing our Suntrust debit card this bank is blocking the card ! This happened every day for weeks now, we have to call all the time to release the block....with all the ph waiting in line. This is plain stupid for a bank to block same transaction, same merchant all the time just because they want to and they don't care about us customers. Now in top of that we called yesterday, they verified all transactions and promised that the block on this card is release, today we tried to use this card and is still blocked...unbelievable insulting customer service! We'll close all business accounts with this stupid bank, but just put it out there for everybody to know what to expectDesired Settlement: Pay my time for calling everyday and stop the most stupidest thing we ever saw in banking system. Suntrust had many other problems we reported, including few they were fined by government...fyi

Business

Response:

Please see attached response.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding blocks placed on your debit card referenced above. I understand the difficulty this type of situation can cause and regret any frustration you experienced. I appreciate the opportunity to respond. Our records show that a test transaction for $1 .00 from Western Power Sports was submitted to your account on January 13, 2016. However, you had done business with this merchant on a regular basis in the past, and payments to the merchant were honored; therefore, the test transaction appeared to be suspicious. For this reason, we placed a block on your debit card to protect you from potential fraudulent activity. Because you have notified us that transactions received from [redacted] are valid, we have noted your debit card accordingly. We apologize for any inconvenience this matter caused. You requested compensation for your time while trying to resolve your concerns. We respectfully decline your request, as we do not provide compensation for time spent resolving issues. Mr. [redacted], I hope the information contained in this letter will alleviate any further concerns. If you have any questions regarding your account, please do not hesitate to contact us .at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you . Sincerely, Haywood [redacted] Officer Wholesale Client Relations and Support Team

Consumer

Response:

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.

How is possible for a bank to block a business debit card every other day for a month and not care about a customer complaining about this? Also how is possible for Mr B working at this bank not to see all the blocks placed on this card? There was another block on our card yesterday! This is unacceptable and I wanted this publicly posted for all suntrust customers to know what can expect. Sure suntrust doesn't pay for his mistakes it's the cusomer paying all the time (in this case my time wasted every other day with a long wait in line for customer service)

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

Regards,