SunTrust Bank

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,

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: 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: 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: My acccount was not properly credited so my credit report went down because of it. Once all the proper information (cashed checks copies) was sent over to Suntrust I was notified by mail that they would fix the issue on my credit report within 10 days of the date on the letter. Only [redacted] was fixed and that was on 3/8/2014. It has since been past the 10 day period for [redacted] and [redacted] to be fixed and they haven't been fixed yet.Desired Settlement: I would like for [redacted] and [redacted] to be notified and to be fixed so that it doesn't look like I was deliquent on payment when I was not.

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our credit reporting of your above referenced account. We appreciate the opportunity to respond.
Our records reflect the account was updated on March 6, 2014 to request that all delinquencies be removed. In our letter to you dated march 4, 2014 ([redacted]) we stated it may take between 30 to 60 days for the credit bureaus to which we report to update your records.
[redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance, please contact our Credit Bureau Dispute Department at [redacted]. A representative will be glad to help you.
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: [email protected].

Regards,

Review: I was promised a fee would be refunded, the agent did not credit it or note the credit. I asked that they listen to the call and the supervisor refused to assist and advise it didn't matter what the agent promised they would not follow through on her promise.Desired Settlement: The refund of 72 be completed as promised.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us by the Revdex.com regarding fees assessed to the above referenced account. We appreciate the

opportunity to respond.

You indicated that you understood that you would he refunded a $180 Overdraft Fee that was assessed to your account on October 14,2014. You also stated that the amount refunded was half of that amount ($90 credited on October 15,2014).

Our records reflect that your available balance at the close of business on October 13, 2014 was $807.63. On October 14, 2014 there were two deposits credited for a combined total of $119.50. There were 63 Debit Card transactions totaling $993.71 presented for payment. These transactions were all authorized between

October 8, 2014 and October 13,2014. Six of the above referenced debits were paid against unavailable funds and your account was assessed $36 for each of

the five transactions that were over $5.00, for a total of $180.

Concerning check card transactions, once a debit card transaction is authorized, a hold is placed on the client's account reducing the available balance. Funds on hold for pending debit card debits cannot be used for other purposes even though the transaction has not posted against the account.

The transaction is not posted to the account until the merchant actually presents the transaction for payment to the Bank. Generally, it can take between two to

five business days for debit card transactions to be presented for payment and permanently post to the account. For this reason, clients must maintain accurate account records noting all authorized debit transactions, including pending and credits to determine their available balances.

[redacted], our review indicates the overdraft fees were correctly assessed. However, as you stated you were told that more fees that the initial courtesy refund of $90.00 would be refunded to you, we have refunded an additional $90.00 to your account on October 29,2014. This is to reflect a refund of all of the overdraft fees

assessed on October 14,2014. [redacted], you are a valued client and we hope the above information is helpful to you. If you have any additional questions, please call us at [redacted]. One of our representatives will he glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer

Client Advocacy Team

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: I filed a Fraud complaint with SunTrust, in Aug. 2014 concerning an account opened in my name while on a military deployment(dates: 08- 09). Case: [redacted] was open and assigned to investigator: [redacted]. I have placed two called to SunTrust since as to the status of the investigation, and have yet to get a solid answer or e-mail confirmation as to the status. I spoke with an employee name: Mark, who transferred me(upon my request) to manage: [redacted] which neither were able to provide a solid status. Both reported that the case has been closed, however, I haven't received an e-mail confirmation nor has the Early Warning System been notified of any closure.Desired Settlement: My simply request of SunTrust is to receive written status of closure or current activity of the investigation, so that the Early Warning system and myself can be updated.

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding the status of our report to the Early Warning

System (EWS) of your fraud claim for the above referenced account. We appreciate

the opportunity to respond.

Our records show that the above accounts were only reported

internally and we removed that information on November 14, 2014. It takes 72

hours before EWS is updated. EWS records were updated November 18, 2014. Please

understand that while we are not aware of any, other external negative

reporting could have been made from another financial institution within the

EWS network.

[redacted], re regret that you were not satisfied with the

service you received when you contacted us about the status of this matter. Please

be assured your comments were forwarded to the appropriate management area. If

we may be further assistance, please don’t hesitate to call [redacted]

or visit any SunTrust branch. Our representative will be glad to help you.

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: 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.

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: 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: [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 was very excited that I was able to purchase a car with the help of SunTrust Bank. I was considered a loyal customer. I began receiving letters from SunTrust thanking me for my services. I was offered an opportunity to skip a payment as away of thanks for being a good customer, so I decided to skip a payment. I was told to put the payment stub in the back of my payment book, and I only had to pay the interest. I was offered this opportunity twice. Next, I was laid off from my job, so I was given two more opportunities to skip two payments. I had to also pay the interests. I was barely making enough money, but I was able to make my payments. As I gotten closes towards the end of my payments I started receiving calls about opening a new account with SunTrust. A month before the ending date of my car I was awakened by a man trying to haul my car off because I had fallen two months behind in payments. I never received a letter from SunTrust regarding a default on my loan. When I called SunTrust I was told that the letter had never reached me, it was returned to the office as non-delivered, so it was still my responsibility. I managed to get my car back next day. I had to pay an extra fee. Then I received a letter from SunTrust congratulating me from completing my payments. A week later I received a statement from SunTrust informing me of an outstanding balance of 3500.00. The statement was showing that I was behind in my payments. I didnt understand what was going on because I was offered in the beginning to skip payments, so why was the statement showing me being behind in my payments. I didnt understand the statement, so I called SunTrust bank and I spoken with a representative from collection. He told me that I had a hundred and some days to pay off my balance and my account was being charged eighty-six cents per day. They didnt tell me in the beginning that I had to pay the whole 3500.00 dollars off in one payment. I thought they were going to extend my payment arrangements. If I was told in the beginning I wouldnt have skipped any payments when the bank offered me too. The statement had a past due payment amount and it also stated that the current payment amount. I was told that as long as I made my payments I was ok because as long as I dont go over one hundred and some days. A week later I made a payment of three hundred dollars within the same week a representative from SunTrust came to my house and left a notice on my door stating that I had 48 hours to contact the bank. I called the bank that Saturday. I spoken with another representative. She also stated the same thing about the one hundred and some days. She told me that I had a balance of 3577.23. I asked her what happened to the three hundred dollars that I paid on Monday. She stated that the payment was showing. I asked her why my balance didnt go down, she didnt know. The same day I spoken with my husband, so we were able to get a loan to paid off the balance. When I called the bank to get a payoff balance I was told that my payment was still 3577.23. I had questioned the representative about the balance. She wasnt able to give me an answer. On July 15, 2012 I received a statement in the mail. The noticed had that I owed 347.70 in late charges. These charges were not shown on the previous statement, so were did these charges come from. It seems like I was being robbed out of $300.00. Then I received a notice on July 16, 2013 stating that I had until August 1, 2013 to pay off my car or it would be taken, so what happened to the one hundred and some days. I felt like I was being robbed by SunTrust because I had paid over twenty-nine thousand dollars for my car and SunTrust was stealing my care from me.Desired Settlement: I would like to receive a refund of $300.00 that was not used toward the balances as well as the $47.70 that was charged extra towards my account.

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 in your records.

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 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: 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: 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: 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: I applied for a credit card after a customer service rep in my local branch told me I was preapproved for a card with no annual fee, no interest for a year and a 20% deposit bonus on cash back purchases through the 12/31/14. I called today to clarify what qualifying purchases was as I was considering using the card to purchase an appliance. Much to my dismay, I find I have a [redacted] "you have to pass the bill to see what's in the bill" type of credit card.[redacted], the CS rep told me that 1) my account didn't show the 20% bonus availability even thought the info that came with the card showed that benefit. 2) she indicated that the bonus was only good if used at a participating merchant. The kicker is she could not provide me with a list of participating merchants. I had to ask the merchant at point of purchase if they participated. I called 3 local stores that are nationwide chains and a local but well established store and no one knew anything about this.[redacted] suggested that I use the card and I could file a claim after if it didn't work as promised. That is not acceptable to me and isn't a sound financial option. The fact that Suntust cannot provide me with a list of merchants is ridiculous and deceptive.Desired Settlement: DesiredSettlementID: Other (requires explanation)

It appears the this prequalified, wonderful offer is not usable for reasonable purchases. I suspect my best option is to cancel this card before it is ever used and request that Suntrust marks this on my credit report as their error and provide me with a copy of my credit report on a monthly basis for the next year. If my score drops from its current excellent rating, I expect SunTrust to correct reporting so I do not suffer any adverse credit r

Business

Response:

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

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10338738, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not heard from Suntrust as indicated in the fax. I do not want the complaint closed until I have received their response and had time to consider. Thank you for your assistance.

Regards,

Review: On November 3, 2014 I responded to a mail offer from SunTrust Bank re: transferring credit card balances. I called to get more information as the mailed offer did not include all the detail. I spoke to a representative and was very clear that I was only gathering information. She assured me NO action would be taken without my authorization. She told me she would call me back after sending my information to underwriting for review. She did call back, however the call went to voice mail. The voice mail was garbled and I could not understand what she said. On December 3, 2014 I returned from visiting family for Thanksgiving and found that SunTrust has issued a "check" in the amount of $9,000 to my [redacted] credit card - an amount that far exceeded what I owed [redacted]. In addition SunTrust charged me $360 in transfer fees. I called SunTrust immediately and advised them I never authorized that transaction. I spoke with [redacted]. [redacted] transferred me to [redacted]. [redacted] advised she would research the issue and someone would call me within 24 to 48 hours. On December 4, 2014 [redacted] returned my call. She stated upon review of the call the SunTrust representative was "unclear" with me about the process. I continued to maintain I never authorized the transaction. [redacted] kept telling me their representative should have been more clear. [redacted] offered to see if she could get the transfer fee waived. I told her that was fine, but I wanted the entire transaction reversed. She said they could not do that. The call with [redacted] was on speaker phone as I was driving at the time - my adult son overheard the entire conversation. [redacted] told me she would get back to me if she was able to waive the transfer fee. No one contacted me after that. I called again on December 9, 2014 and spoke to [redacted]. [redacted] advised [redacted] was not working that day. He then transferred me to [redacted]. [redacted] maintained there was nothing I could do - that by simply calling in and requesting information and agreeing that their representative could send my information to underwriting that that constituted authorization. She told me she could not advise about waiving the transfer fee. At that time I instructed [redacted] to close the account they had opened without my authorization. She closed the account. I then called [redacted] Bank, which is the account SunTrust issued a $9,000 check to. The [redacted] representative advised that reversing the $9,000 transaction from SunTrust was a simple fix. She said SunTrust simply had to contact [redacted] bank and reverse the transaction. At that point my original credit card would be returned to it's state prior to the SunTrust unauthorized transaction. SunTrust still maintains they cannot reverse the transaction. They also advise they cannot provide to me a copies of the recorded conversations so that I can listen to them and determine at what point they feel I did authorize the transaction. The [redacted] Bank representative advised it is their policy to get authorization 3 separate times and make certain the customer knows exactly what they are agreeing to.Desired Settlement: I want SunTrust to reverse the unauthorized transaction. I want all fees they charged me to be eliminated. I want my [redacted] Bank credit card restored to the exact amount it was prior to the $9,000 SunTrust check being issued. It makes NO SENSE AT ALL that I would have authorized a payment that would have increased my debt when the reason for my initial call to SunTrust was to determine if I could reduce my debt. Prior to their $9,000 transaction and their $360 in transfer fees I was only about $8,000 in debt. How much sense does it make that I would agree/authorize even more debt in my name.

I had a stroke in 2007 that has left me 100% permanently disabled. I make no major financial decisions without consulting my financial assistant and certainly would never have made this decision without having her verify the numbers. I live on a very fixed income. I struggle now to make medical payments much less stay on top of my credit card debt.

I believe SunTrust took advantage of my disability and are refusing to reverse their transactions because they don't think I have any recourse.

I hope you can be of assistance.

Business

Response:

Re: Rosemary [redacted] Revdex.com Case: 10341642 We responded to Ms. [redacted] by phone on January 2, 2015. If you have any questions about our response, please contact Ms. [redacted]. Sincerely,[redacted]Executive Services?

Review: $1,000 was fraudently stolen from my checking account. No one at a local branch would help me and said I would be charged overdraft fees if "I" didn't get the problem resolved before my bills started paying out (from bill pay). I researched and contacted the name of the merchant ([redacted]) that the money was paid out to, and filed a fraud claim. They confirmed identity theft, stopped the transaction, and said they only needed a phone call from my back to deposit the money back to my account. I called the fraud division at Suntrust back (I believe they are in India) and requested the phone call be made. I was told they don't make outbound calls. Money has still not been credited to my account, which supposedly has fraud protection!Desired Settlement: $980 that was fraudently taken from me .

Business

Response:

Re: Everyday Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regardlng the unauthorized transaction that was debited from your above referenced account on January 22, 2015. We appreciate the opportunity to respond. Thank you for speaking with me about your concerns. We understand that we did not meet your expectations in this situation and regret any inconvenience caused. Your comments are very important to us and were shared with the appropriate management. Our records show that, on January 29, 2015, we set up Case [redacted] when you contacted us to dispute the transactions from [redacted] ($.52 and $980). On January 21, 2015, a credit to your account in the amount of $.52 was received from $krill, Inc. We issued provisional credit for $980 to your account on February 3, 2015. On that same day an electronlc/ACH credit to your account was received from [redacted]

[redacted] in the amount of $980. As a result of this double credit, the $980 provisional credit was debited from your account on February 4, 2015. With regard to Automated Clearing House (ACH) items, they are considered pre•authorized by the client Therefore, when they are presented to us electronically for payment by a company, they automatically post to the account number that is listed on the electronic transmission(s) sent to us. We honor ACH transactions in agreement with standard banking practices for handling such transactions. For this reason we encourage our clients to view their account transactions and report any discrepancies to SunTrust in a timely manner. The processing of fraud claims is in accordance with our Rules and Regulations For Deposit Accounts, Enclosed are pages 42 and 43 of our Rules for your review_ Our Rules are provided at account opening and on our website suntrust.com (see About Us-Fee Schedules--+ Deposit Account Disclosures). Ms. [redacted], we hope the information provided is helpful to you. If we may be of further assistance, please don't hesitate to call 800.SUNTRUST (800. 786.8787) or visit any SunTrust branch Our representatives will be glad to help you. Sincerely, [redacted] Client Advocacy Team