SunTrust Bank

Review: SunTrust loan consultant exzimplified no concern for me as a consumer I specify as a home buyer that I wanted an approval not to be sold a dream She pull my credit told me I was eligible gave me a preapproval letter for 100.000 to make a long story short I put contract on house and had an inspection to be told my loan was denied by second review underwriting She neaver return calls I was inform by mortgage broker I neaver should have been issued an preapproval letter not to mention she never inform me of any of the particulars that could have a negative outcome.Desired Settlement: DesiredSettlementID: Refund

I feel SunTrust Mortgage Dept should refund me my hard earn $210 for the uncessary inspection on the house that according to SunTrust Mortgage guidelines I never qualified for. My ? Is how did it get that far and she had to know I would loose my money. My time was wasted the sellers put contract on a house all of this happen without a reason all I want is my $210 back. I feel the consultant could simply said you don't meet our guidelines loan denied.

Business

Response:

We have received and reviewed the correspondence that was

forwarded to our office from the Revdex.com (Revdex.com) regarding the

above referenced loan. We appreciate the opportunity to look into the issue

raised and to provide a response to you.Our records indicate that you completed a pre-qualification application

on May 5, 2015 and a Pre-qualification Notification was issues. During the

meeting with the loan officer, possible factors that could impact approval were

discussed. Unfortunately, after an underwriting analysis we were unable to

approve the loan due to “unsatisfactory record on past credit.”Please note that a Pre-qualification Notification is based

on the verbal information provided at the time of the loan application and does

not constitute an official commitment or guarantee for loan approval. We do not

discourage clients from applying for loan financing. The final loan approval is

based upon verification of the information provided at the time of application,

stipulations as may be required at the underwriter’s discretion and other

requirements.[redacted], based on our findings we respectfully decline your

request for a refund of the $210.00 inspection fee as the inspection was not a

SunTrust Mortgage, Inc. (SunTrust) requirement. There were no upfront fees

collected by SunTrust. If you have any

questions regarding this letter, you may contact our Mortgage Escalations

Resolution Team at [redacted], Monday through Friday 8 a.m to 6p.mSincerely,[redacted]

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,

First of all my complaint is not being denied but, being prequalified for 100.000,when the loan NEVER should have never made it to underwriteing How did I make it to an inspection without a 100% approval I need SunTrust bank to take responsibility for the actions of the loan officer she disrespected my intelligence by not giving a hoot about my finances or feeling thinking this could be swept under the rug . This is all gone to the left I need some answers This shouldn't have happem

Review: SunTrust violated my member agreement and behaved unethically by charging me over $250 in overdraft fees when funds were available.

I have a checking account with SunTrust. I opted out of overdraft protection. On December 9, 2014, though a direct deposit was pending, SunTrust proceeded to charge me $216 in overdraft fees for several small dollar transactions under $15 apiece. The deposit in question is a routine one from a merchant account I use and typically goes in within a day. I planned accordingly for this and checked my statement online. This time, however, the deposit was held for an additional day. Instead of denying the transactions, SunTrust proceeded to further overdraft my account with overage fees in violation of my member agreement. SunTrust is known for it's terrible technology and at this point, I have had it. I checked via phone and via internet, the only methods available to me, to verify my balance. I had deposits going in to more than cover the costs of these small dollar transactions. SunTrust needs to rectify their accounting errors and reverse these erroneous charges. This is absolutely unethical (as they of course use the method of deducting the highest charge first, then the smallest, in order to charge the maximum amount of fees possible) and not at all what I agreed to. I opted out of overdraft protection, yet somehow I have $250 in overdraft fees ($218 plus a charming $36 extended overdraft fee they decided to tack on). ? I don't think so.Desired Settlement: SunTrust needs to reverse all of these erroneous charges to the letter. This is a violation of my member agreement and if hold times on direct deposits changed and funds were not available, these charges should have been denied. My account is NOT enrolled in OD protection. Furthermore, I find this disturbingly unethical. All of the items which incurred OD fees were under $15. The OD fees add up to over several times over what the actual supposed overdraft charges were.

Business

Response:

We have responded to [redacted] by letter on January 2, 2015.If you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Review: I wrote a post dated check for $2,000 to my lawyer to be cashed on March 10, 2014 because I was in the process of transferring $3,000 from my [redacted] account. Check was cashed March 3, 2014, I don't know why Suntrust accepted the check which is dated March 10, 2014. It's a post dated check. Now Suntrust charged me a overdraft fees March 3($**)) and March 4($[redacted]). I called Suntrust and was not able to help me out! I'm angry and high blood!Desired Settlement: I would like a credit in my account that was charged by the overdraft fee on March 3($**) and March 4($[redacted]).

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us form the Revdex.com regarding the payment of a postdated check present against the above referenced account. We appreciate the opportunity to respond.
You indicated you post dated Check [redacted] ($[redacted]) for March 10, 2014 with the understanding that the payee would not negotiate it until that date. However, the check was presented for payment and paid on March 3, 2014. As a result, you incurred $[redacted] in over draft item fees.
The payment of the postdated check is in accordance with our Rules and Regulations for Deposit Accounts. [redacted] is page 21 of our Rules for your review. Our Rules are provided at account opening nad on website [redacted] (see About us- fee- Schedules- Deposit Account Disclosures).
I understand how this type of issue can occur. As a one-time courtesy, we refunded [redacted] in overdraft items feels. The refund was credited to your account on March 17, 2014.
[redacted], we hope this information is helpful. If you have any additional questions please call us at [redacted]. One of our representatives will be glad to assist. Thank you for banking with SunTrust.
Sincerely,

Consumer

Response:

[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.]

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,

Review: The problem is the banking industry practice of reordering transactions. This bank processed a large transaction on 12/28/2015 and moved all of the transactions that I made on 12/24/2015 behind the larger one so that I would end up with multiple overdrafts. Whe nthey changed the order that the charges were mad it cused me to have $245 in overdraft fees.Desired Settlement: A refund of ALL overdraft fees

Business

Response:

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

Review: I have been calling about a issue with a debit card and cannot get anyone to call me backDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like someone to call me back[redacted]

Business

Response:

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

I was contacted, told information would be reviewed and a I would get a call back. I still have not received a call back.

Regards,

Business

Response:

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]

Review: We have called SunTrust merchant services many times to cancel our account, merchant number [redacted], but they either cannot find our account or have us call [redacted]. When we call [redacted], they have us call back SunTrust. neither one knows what to do. We no longer use SunTrust to process our credit cards so wee need to cancel our account so that we will no longer be charge monthly fees between $50 to $149. Please help us.Desired Settlement: cancel our account and stop charging us fees

Business

Response:

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

Please close this case on your records.

Consumer

Response:

[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.]

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,

Review: [redacted] MAILED CHECK #[redacted] ($500.00) [redacted] TO BE POSTED IN MY ACCOUNT [redacted] CHECK WAS NEVER POSTED.SHE HAS A COPY OF THE BACK ([redacted]. NO OTHER INFO. I ALSO MAILED A SS FORM TO HAVE MY SS CHECK DIRECT DEPOSITED. SHAM CALLED MY HOUSE FROM FLORIDA SAYING SHE HAS THE LETTER. WHAT THE BLEEP IS THAT?? I WANT THE $500.00 PUT IN MY ACCOUNT. THIS IS A CRIME. WE ARE BOTH TO OLD TO HAVE THIS TYPE OF MESS. SOMEONE TOOK THE $500.00 COULD SHAM BE A SHAM???Desired Settlement: DesiredSettlementID: Replacement

$500.00 PUT IN MY ACCOUNT.

Business

Response:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client on July 18, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you contacting SunTrust.

Review: I have been a customer of Suntrust banks for quite some time. I have a couple mortgages with Suntrust. I have made my payments regularly and my history with the company shows true. Because of the weather, the us postal service was not able to get my payment to the destination in a timely fashion, therefore Suntrust hit my credit saying my account was delinquent. If the bank would go off the date of the check, my account would be in good standing. The check shows that it was received.Desired Settlement: I need my credit fixed at all three bureaus. This should not have been considered late, considering I have absolutely no control over the weather and the united postal service. The company needs to learn that a person that has credit history with them for quite a while, should not automatically report to credit when an anomaly happens, and their payment does not show up on time, especially when the circumstances are not under the customers control.

Business

Response:

Dear [redacted]:
We have received and reviewed the correspondence that was forward to us form the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to respond.
We have reviewed your concerns about the negative information on your credit report regarding loan [redacted]. We are required to report credit information accurately to the credit reporting agencies to which we report ([redacted], [redacted], and [redacted]). Our review revealed that your January 1, 2014 payment in the amount of $[redacted] was received and posted in February 18, 2014. [redacted] is a copy of the check that we received which reflect a date of February 13, 2014. The next payment in the amount of [redacted] was received on March 18, 2014 and posted as your February 1, 2014 payment. Since your payments received were over 30 days late the credit reporting is accurate, therefore, a change will not be submitted to the credit agencies.
A of the date of this letter, the next payment is due on March 1, 2014 for loan [redacted].
Our records also reflect that loan [redacted] was paid as agreed. The loan is currently due for the April 1, 2014 payment.
We have [redacted] a Customer Account Activity Statement for both loans from January 1, 2013 to the current date.
[redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations resolution Team at [redacted], Monday through Friday from 8 a.m to 6 p.m ET. If you have any servicing questions, please contact our Client Service Department at [redacted] Monday through Friday 8am to 8 pm, or Saturday from9 am to 3 pm ET.
Sincerely,

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 check sent for January shows to have been cashed. See [redacted] photo from my bank.

Regards,

Review: Suntrust's Credit card branch recently took (without authorization from me) $5306 from my business checking account to pay off my debt on a suntrust credit card balance on the excuse that I haven't paid in 63 days. The problem I have is that I just paid $400 LAST MONTH (within 31 days) to pay off the balance. I called the number they left and they say they can not reverse the $5306 unauthorized payment they took. This bank is practically stealing from me and my business, since I am paying of the debt regularly every month. I am okay if they took just $1000 to pay the debt, but I need the rest of the funds to continue my business.I called [redacted] (option 3) hotline and they were very rude and unhelpful.Desired Settlement: I want the $5306 put back in my checking account and I am open to scheduled payment plans to pay off the credit card. I need these funds to continue my business.

Business

Response:

Dear Ms. [redacted]

We received your inquiry from the Revdex.com Serving Central Virginia, Inc. (Revdex.com) regarding the above referened accounts. We appreciate the opportunity to look into the issue raised and provide a response to you.

It is important to keep in mind that SunTrust's right to offset an account is disclosed in our Rules and Regulations For Deposit Accounts, a copy of which is provided at account opening. Our Rules state that if any money is owed to SunTrust and due, we may use the funds held in another account owned by you to pay the debt.

Please note that our records show that at $430.31 payment was received for the credit card ending in [redacted] on March 15, 2013, which was 67 days after the March 15 payment. As such, we exercised our right of offset and setoff $5,306.97 against your checking account ending in [redacted] to pay the debt owed.

As we have reviewed this matter and have confirmed that the offset was in accordance with our Rules, we must respectfully decline your request that the full amount of the offset be returned to your checking account.

It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible, equitable, and non-discriminatory manner, and in 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 costs and fees associated with such products. 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, clear and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulations.

Every SunTrust employee is responsible for ensuring adherence to Fair Banking and 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. This statement is applicable to all aspects of providing banking products and services, including, but not limited to, approval, pricing, and servicing.

SunTrust does not discriminate based upon race, sex, religion, color, national origin, age, marital status, familial status, disability, veteran status, sexual orientation, gender identity, applicant's receipt of income from a public assistance program, applicant's exercise in good faith of rights under the Consumer Credit Protection Act, geographic location within our lending footprint, or any classification protected by applicable law. We take allegations of discrimination seriously and do not tolerate discriminatory actions from any employee.

Ms. [redacted], should you have any further questions, please feel free to call us at [redacted] ([redacted]). Our representatives will be gald to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer

Executive Services

Consumer

Response:

I have attached a scan of the deposit slip suntrust used to take the money out of my account.

Review: I have been a suntrust customer for years. I just used the online bill pay option available to me. Suntrust guaranteed that my payment would be delivered by check to my landlord in or before the third of the month. The check that they sent was not delivered until the fifth. On the third of the month I had suntrust call my landlord with me to explain that I had set things up correctly but it was suntrust error in not having the check to him by the GAURANTEED delivery date. At that time the suntrust representative told both me and my landlord that they would be paying the late fees associated with not having the check to him by the third or the GAURANTEED DELIVERY by date. Since then I have contacted them many times to be told I would receive a call, but still have not been contacted. I called suntrust again today and was told they would not pay the late fees. Their customer service has been horrible throughout this situation. My problem is they did not live up to their GAURANTEE and their promise to take care of the late fees. This is not acceptable. When did the meaning of GAURANTEE change? I understand I am only one person and they don't have to value my business but a gaurantee is something they should be bound to especially in the banking business. Please help me. They have told both me and my landlord that they were responsible and that they would take care of their mistake. Please make them accountable for their actions and promises.Desired Settlement: They should pay the late fees associated with the payment not received by my landlord on the GAURANTEED delivery date, as suntrust told both me and my landlord on the third when is was promised

Business

Response:

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

Review: I was working with this back on a loan modification. I followed the process and was checking my account online. Finally I got the new and it stated, "loan in repayment plan". Based on this I new that I was able to wait to here from them on how to proceed and it was approved. Because of this I did not make my payment. A few weeks letter to my surprise I was told I was not approved. The information was conflicting and they even changed my account manager, so I still don't even know what happened. I was told I had to make a payment which I did. In the meantime, because of their wrong information, my account would show a late payment. I believe this was their error and they should not report this to any of the 3 credit bureau. I am sent in numerous complaints but none resolved. I have also been in contact with [redacted] for help.Desired Settlement: Would like negative information that I missed a payment removed from credit bureaus due to Suntrust mistake.Thank you,[redacted]

Business

Response:

Dear Ms. [redacted]:

We received your correspondence regarding the above referenced case. However, we did not receive a signed authorization form from the client along with that correspondence. As such, we are unable to provide you a copy of our response we sent to the client dated June 13, 2013. Upon receipt of a signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sinerely,

Officer

Executive Services

Review: on my august 2015 Suntrust credit card statement I was charged a late fee of $35 and my payment had been made on line on the due date of 8/16/2015. Since 8/16/2015 was on a sunday suntrust did not post my payment until 8/19/2015 so they charged me that late of $35 .I called and spoke witha rep. and aked why my minimum payent due was higher and she said it include a $35 late fee. So I explained my payment due had been paid on time on line. She then researched and saw where the payment had been made and I was advise the $35 would be removed and and I only had to pay the regular minimum payment of $56. Since this occurance I have been getting phone call and reoccuring late fees of $35 even though I am paying my bill on time. I have spoken to [redacted] in research, the supervisor named [redacted] and several other people there to no satisfaction. They finally credited the $35 from august but added a late fee for september the n the credited that now they have added a late fee for October. This all started back with the August statement and the misinformation that was given to me,, however [redacted] was suppose to have taken care of this and it is still occuring and now the are showing I have late fees totaling $70 when I do not since my minimum payment due of $56 is always paid on time, How do I get this cleared up?Desired Settlement: Adjust my bill to show the correct minimum payment due. and take the negative reporting off my credit

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,

I have not received any response from the company

Review: I currently have student loans with SunTrust bank and they are by far the worst lenders in the world. I have 5 different loans with them and I tried to consolidate them together using their own consolidation program and they denied me. They denied me because my interest rates on each individual loan are more then the low rates that they have available. I called to talk about the consolidation and they said there is nothing they can do about it. I contacted them again to negotiate a lower payment because I am a single mom and cannot afford the payment that they are asking for. I recently applied for a forbearance on the loans and was just told that I may not qualify for a forbearance, therefore they are forcing me into default. My ex also co-signed for one of the loans and has been harassing me about it since it came into repayment. SunTrust will not allow me to release him as a co-signor nor will they let me refinance the loan to remove him. He is going to continue to harass me and I cannot deal with that at this time. Something needs to be done. I am not going to default on these loans. I don't think it is fair what they are putting me through. I have made good faith efforts to work with them and they are not working with me. Like I said I am a single mom with excellent credit and I don't want them screwing it up.Desired Settlement: I want them to consolidate my loans so I can have a fair interest rate and a lower payment. I want to pay these loans, but at this point they are making it extremely hard to do so.

Business

Response:

February 18, 2014

Re: Revdex.com Serving Central Virginia (Revdex.com) Case [redacted] SunTrust Academic Answer Student Loans

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com

regarding your five student loans and your wish to consolidate them at a lower interest

rate and payment. We appreciate the opportunity to respond.

According to our records, you have five Academic Answer loans that were granted for

use when you attended [redacted]. Currently, your loans are

serviced by [redacted] account number ending in [redacted].

In June 2013, [redacted] was informed that you had graduated from the university. Your loans

then entered a six-month grace period on June 15, 2013 with your first payment due in

January 2014.

In December 2013, you requested a modified payment plan whereby you would pay the

interest due only; we agreed. This month's payment was due on February 16, 2014 for

$473.93, the monthly combined amount due on all of your SunTrust loans.

On Februa'ry 17, 2014, [redacted] received a forbearance request from you, and it is currently under review. Our servicer will notify you if the forbearance request is approved. Please note that there is only 12 months of forbearance time that can be used over the life of the loans.

We received your request for a [redacted]) application

on January 9,2014. The [redacted] is a credit based loan, and unfortunately you did not

meet the credit criteria in order to qualify for the consolidation of your loans. [redacted]

is a copy of the adverse action notice mailed to you dated January 9, 2014.

Two of your five Academic Answer loans have cosigners. We do offer a program that allows a cosigner to be released, however this program reqUires that the initial 48 consecutive principal and interest payments be made on time before you can apply to have a cosigner released from your loan obligation. Since you are currently repaying your debt with an interest-only plan I please note these interest-only payments will not count towards the 48 principal and interest payments required to apply for release of any co-signer. After you have made 48 consecutive on-time principal and interest payments you can submit an application to release the cosigner from your loans. At that time, SunTrust will evaluate your credit to determine if you qualify to have your cosigner(s) released from your Academic Answer loans.

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 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 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], if yOll have any questions. please do not hesitate to call our servicer, [redacted], at [redacted] Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time. A representative will gladly respond.

Consumer

Response:

Review: On April 18 2015, at 10:53 I went to Suntrust bank at the list address ([redacted] to withdraw $2,600.00 (all in $100.00 bills) out of my business account, and then went to Bank of America to deposit across the street the exact amount ($2,600) given to me by the teller at Suntrust Bank. When the teller at Bank of America run the money through the money machine, a $100.00 note was detected by the machine as fake and teller refused to accept that note. She then said it was a federal offense so official a counterfeit report needed to be generated. I said to her that I couldn't afford to loose $100.00 within five minutes of bank transactions, so she called the manager at Suntrust, and he instructed them to give the money to me in an envelop and he will refund me my money and address the counterfeit issues as well. I then took the "Fake money" back to the Suntrust Bank and the manager rudely refused to give me my money back. He exhibited a very rude customer service approach/behavior and never really address the problem. I walked out without my money ($100.00) and/or how this issue would be addressed. Out of my disappointment of the service received from the manager at Suntrust and the teller I said in my conversation that I am doing to close all out my account with the bank, and by the time our conversation was over the manager had printed out a cashier's check out one of my account (closed he said). The manager did nothing to resolve the issue nor tried to retain my business, I find that very intriguing for a for-profit-bank.Desired Settlement: I need my ($100.00) bill refunded and the counterfeit money issue investigated. Might be helpful if the Manager at Suntrust Bank take a customer relation class and behavioral class.

Business

Response:

Re: Revdex.com complaint #[redacted] SunTrust has responded to our client and resolved the dispute.

Review: Since Aug 2013 my account had been overdrawn because [redacted]. [redacted] withdrew some money out my account without authorization causing me to have fees over 600.00 Sun Trust told me if I can get a letter from [redacted] saying it was there fault. I was able to get all my fees back. On 08/23/2013 I faxed the letter that [redacted] provided. After numerous calls to Sun Trust, they charged off my account on 11/12/2013, and have not credited my account as promised I had nothing to so with this error. This is affecting my credit and I want it resolve as soon as possible.Desired Settlement: I want to have my account fix and credited as soon as possible. 629.62 plus the 30.00 charge off account fee.

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.

Review: I received a $100 SunTrust Visa gift card from my employee as a Spot Award for excellent performance on a proposal. I was excited to receive this award, and I decided to use the funds to make a purchase from [redacted] on 7/24 in the amount of $100. I received multiple notes from [redacted] that the request for $100 from SunTrust was being rejected for insufficient funds even though I had registered by card on the SunTrust website and could see that $100 was still available. On August 10th, I spoke to a representative from SunTrust who told me that while the total was $100 that the hold on the account was running through as $115 dollars. That representative as well as one later in the morning both said the extra $15 was a result of a 15% hold associated with the merchant as set up by Visa. I was on the phone with the [redacted] representative when she called both Visa and SunTrust after these 2 calls. First, Visa confirmed that there was no reason for holds beyond the purchase amount to be going through based on their merchant information. Second, she called SunTrust which now said that it was the SunTrust system that was putting on the extra 15% hold because it was an online or phone purchase which completely contradicted my initial 2 calls blaming [redacted]. The representative said if I wanted to use anything beyond $85 of my $100 card I would have to use it somewhere else. I called myself after this call and asked to speak to a supervisor to resolve this issue. I was told I would get a call back in 24-48 hours. After 50 hours, I called back 8/12 and was told by a supervisor that there was nothing I could do even though their terms of service for the card only reference holds beyond the purchase amount for gas stations, hotels, and restaurants. I asked what I could do to use the full amount of my card, and she said there was nothing I could do unless [redacted] would put in an amount that with the 15% extra hold would equal the remaining balance on the card.Desired Settlement: I have used $85 of the card, and [redacted] was incredibly gracious in working with me to put the remaining balance on another card. I want my remaining $15 sent to me immediately to use in paying off this amount on my own personal credit card. I also would like an apology to myself and to [redacted] for lying to me and blaming them for the issues that were obviously the fault of SunTrust. The issue with the authorization hold is in no way relevant to this transaction based on the below information from the SunTrust website with FAQs on their gift cards:

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 applied for a checking and savings account around the end of November early December. there was a $50.00 minimum deposit for the checking account in which I applied to open the checking account that I was "approved for". I applied $5.00 into the savings account. From that point I receieved massive emails referencing my New account with Suntrust bank and also set up my online banking.

I then received my ** debit card, in which, I called to activate. I was advised by a gentlemen to contact suntrust bank for they are unable to activate my new debit card.

I then call a sutures representative in which they advised that Suntrust bank terminated the services for it appears as though there is more than one account. She advised the account ending in [redacted] would be closed and the other account I applied funds into will reissue another debit card. After some days I tried to log into my Suntrust banking to check on my available funds it would not allow me to login. Called Suntrust and advised now that they have terminated my services. I advised the rep that I still receive emails regarding my account?(in which I still receive today. ) she stated that she does not have the reason why they terminated my services and that my $55.00 I should receive back within 30 days. It has been 30 days. I have not received my funds back. I still receive email regarding a non existing "New Account" that has been terminated. I received a missed call in early December from [redacted] with Suntrust bank at [redacted]. Who I have called back several times left voicemails for a call back... But of course I haven't heard back from her. I believe she called in reference to the feedback questionnaire I filled out and stated that the service was not the best.

I want resolution. I would never refer anyone after this unnecessary mess. If I was not approved they should have advised that during the application process. I want MY Money back immediately. Almost two month for my money back is ridiculous don't you think?Desired Settlement: Desired outcome is for my $55.00 to be returned immediately. Also to STOP emailing me about my "account" that was terminated over a month ago!!!

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: In 2011 a vehicle loan was set up through SunTrust with the understanding that it would be an easy, smooth transaction of funds to pay the loan each month. An allotment of $618 was set up to automatically pay the loan each month, and each month that amount was automatically transferred from my payroll ([redacted]) to SunTrust. Unfortunately, throughout the years SunTrust provided conflicting information that caused not only has caused us hundreds of dollars in fees, but damaged our credit scores.

When the loan was initiated, SunTrust informed us that we needed a SunTrust checking account to have the allotment funds automatically pay the loan, and thus, we did the same. Throughout the year we received numerous conflicting correspondence, one stated to call them due to non-payment on the loan, and the other stating there were sufficient funds for the loan payment. After calling, we were informed that we did in fact have funds available in the account and that money was being sent to the account. Last year my wife called the loan department who informed her they were unable to determine what the checking department did, but that the funds weren't being automatically sent to the loan, and instead was just sitting in the checking account. This loan representative set up the account to be drafted automatically and informed my wife that it should resolve the problem. Now, a year later, after multiple military relocations, we received more letters and a visit to the [redacted] SunTrust revealed that an attempt to repossess the truck was made and we were charged a fee. The representative at the branch informed us that late charges were being charged on the loan side, and overdraft fees on the checking side because the loan was not set up as autopay as we were informed us. The [redacted] branch reconfirmed that we did in fact need a SunTrust checking account for the loan to be funded through autopay; however, the loan department informed us it was not required.Desired Settlement: We want SunTrust to reconcile the hundreds of dollars in fees and assist in repairing our credit damaged by their mistakes, inefficiency and incompetence.

Business

Response:

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

to us from the Revdex.com regarding assessed fees on your above referenced accounts

and our reporting of your loan account. Thank you for speaking with me about

your concerns. I appreciate the opportunity to respond.Your retails installment sale Contract which you and **

[redacted] signed on May 14, 2011, shows that you agreed to make 72 monthly

payments of $617.87 beginning June 28, 2011. You opened the checking account on

June 22, 2011 for deposits to be credited from your military allotment and for

payment to be drafted to pay the loan when you enrolled in SurePay, our automatic

payment Program. [redacted] is a copy of your signed authorization dated June 30,

2011. Also [redacted] is a copy of our letter dated July 11 ,2011 confirming the

first payment would be deducted from your checking account in July 28. 2011.Unfortunately, time was not allowed for the military

allotment deposit to be credited before the June 28, 2011 payment. The deposit

must be in the checking account at least 24 hours prior to its withdrawal. Because

we did not receive the June 2011 payment by the due date, we assess a $30.89

late fee to the loan account. The first payment credited to the loan account

was on the July 6, 2011, which satisfied the June 28, 2011 payment. The SurePay

draft was credited to the loan account on July 28, 2011, and returned to the

checking account for non-sufficient funds (NSF) because your [redacted] allotment had

not been received. A $25.00 returned check fee was assessed to the loan account

on that day. SurePay drafts were rejected due to non-sufficient funds in the

checking account on August 1 and 31, 2011 and no November 9, 2011, with $25.00

returned check fees assessed each time. On November 9, 2011 you were notified

that the SurePay was cancelled due to the returned checks ([redacted]).[redacted] are copies of the checking account statements for July

2011 through August 2012. Also [redacted] is a copy of your payment history. The loan

history shows the payments were 30 days late 20 times and 60 days late four

times. Based on this information the reporting of the account is accurate.As of the date of this letter, your loan is paid through August

2015, with a partial payment towards the September 2015 payment. Please contact

our Collections Department at [redacted] to make arrangements to bring your

loan current.[redacted], we hope the information provided is helpful to

you. If you have any questions or need further assistance, please do not hesitate

to call [redacted] or visit any SunTrust branch. Our representatives will be

glad to help you.Sincerely,[redacted]

Review: Check card Stolen in Argentina @ June 21. I reported to SunTrust immediately, card was cancelled. Received credit for fraudulent charges. Charges continued to appear. Multiple calls to customer service, was assured new charges were simply adjustments, that it would be impossible for new fraud to occur through cancelled card. Charges continued. Called customer service again, transferred to fraud department. Was finally told that my cancelled card was somehow still linked to my account. Was told that it was up to me to go into a branch and close my account, which I did the same day. Opened new account. I was told I needed to keep the old account open to allow for reimbursement of fraudulent charges. So old account was frozen to not allow for any debits, new account was set up. Was told my new check card was tied to my new account and would work. It was declined. Called customer service, explained the whole story again, was told to wait for a supervisor. Sat on endless hold, finally hung up. It took repeated calls to customer service and at least 2 branch visits before card actually started going through.

Was told bill pay was linked to my new account. I paid a few bills, then got nasty emails saying my payments had been revoked for lack of funds. Turns out bill pay was never set up correctly. Received collections calls from 3rd party on SunTrust's behalf.

Now is the part where it starts getting funny... Turns out SunTrust was still allowing debits from my old "frozen" checking account. Fraud was allowed to continue. SunTrust then cleaned out my savings account to cover fraud charges on an account that was supposed to be frozen.

Some of the money has been reimbursed, some has not. I have signed 3 affidavits as requested. I was told to expect reimbursement for one of the claims "early in the week". that was the week of the 14th-- 7 days ago. Instead of deposits, I saw even more withdraws from my account.

I have withdrawn as much money as possible from my accounts because I can't trust SunTrust to keep track of it. I am still waiting for reimbursements for fraud charges that should never have been allowed to happen. I have also been charged fees for overdrafts, as SunTrust keeps wildly crediting and withdrawing funds.

So far 1 branch manager has been the only SunTrust employee who has made any attempt to assist with my account. I wouldn't think this would even be his job, he has been going above and beyond. But he has been unable to restore my money and fix account. This should be escalated. It should have been escalated automatically. I shouldn't have to chase down the right contacts at SunTrust for help. This bank has shown a total disregard for me as a customer and complete negligence with protecting my money.Desired Settlement: -All fraudulent charges reimbursed immediately

-All fees charged in last month by SunTrust reversed immediately

-Compensation for charges incurred from billers as a result of bill pay being improperly set up

-Some kind of communication from someone at SunTrust who has the ability to make the above 3 happen

Business

Response:

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

Please close this case on your records.

Review: Suntrust told me I had overdraft protection and then charged fees for no overdraft protection. Suntrust practices maximize fees without basis.

This complaint is for erroneous fees, deceptive business practice and predatory fee practices. I received 4 fees of $36 for what should have been two over drafted checks on an account I was told 3 times had overdraft protection. In 10 years banking with Suntrust this is my only overdraft incident.

On 10 March 2015 4 checks came into my account. Check 183 for $59 check 184 for $17 check 185 for $88 and check 192 for $96.50. Rather than cash the checks in the order written [redacted] Suntrust processed them in the order that would cause the largest fees - [redacted]. People inside the bank advise that this predatory practice is deliberate and designed to cause higher fees. I was told I had overdraft protection 3 times before this incident. My fee should have been $12.50. If they had processed the checks in the order written it would have been $72 instead of $108.

I was charged another fee on 17 March for $36 having never been notified that I was overdrawn. Suntrust sends me weekly emails but no email here just another fee.

I received a postcard 23 March and I immediately posted $1000 to the overdrawn account. I was told 3 times my [redacted] account was linked to my checking account and provided overdraft protection. The total fees should have been $12.50.

I have never had an overdraft in 10 years and I corrected this immediately upon being notified. I had directed Suntrust to put overdraft protection on all my accounts at least 3 times and 1 time after this incident and they did not.

When I went to the bank 23 March Suntrust said I did not have overdraft protection. I again told them to establish overdraft protection. They said they did so.

On 26 March I came to the bank again and was told they could only revoke two fees. My accounts still did not have overdraft protection even after my instructions given on 23 March. Suntrust deliberately ignores requests for overdraft protection and tells you that you have it when you do not. The motive is clear. High fees are very profitable.

I opened my checking account in 2005. It was a "free" account with no fees and no minimum balance. In 2011 I learned that there would be a fee for not maintaining a minimum balance so I opened a [redacted] account to provide minimum balance and overdraft protection. I was told that my [redacted] account was "linked" to my checking account and provided minimum balance protection AND overdraft protection. With no overdrafts in 10 years I had no reason to check the word of the bank.

About 18 months later I received two fees of $17 for not meeting the minimum balance. I went to the bank who refunded the fees and again told me my [redacted] account was "linked" to my checking and provided minimum balance and overdraft protection.

In August of 2015 I opened another checking account and was again told that my [redacted] account provided minimum balance and overdraft protection for all my accounts and this new account as well.

I was told in 2011 when I opened my [redacted] account, circa 2013 when I had the erroneous fees removed and in August 2015 when I opened my second checking account that all my checking accounts were "linked" to my [redacted] and provided minimum balance and overdraft protection. I have overdraft protection on all my checking accounts.

The appearance to me is Suntrust deliberately misleads people to prevent them from establishing overdraft protection even after there is an incident. They process checks not in the order written but in a predatory order designed to inflict maximum fees on the customerDesired Settlement: I have had $72 refunded. I want $72 refunded and the $12.50 fee I should have received with overdraft protection applied. I want assurance that ALL my Suntrust accounts have overdraft protection. I was told I had overdraft protection 4 times and later found out I did not.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Mr. [redacted] by letter on April 23, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

Consumer

Response:

[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.]

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,

I do not see a way to respond to you on the web site ? Yes this complaint has been resolved to my satisfaction. If I knew how to reply I would have. I will try this method.