SunTrust Bank

Review: I was not notified of fraudulent activity on my bank account until I tried to activate my new debit card because the old one was about to expire. The day before on August 24, I had a paycheck deposited into my account and the funds were available on Aug.25. I withdrew some money and the same day I tried to activate my new debit card. That's when I found out they placed a hold on my debit card. I had to go.back to the local branch and take out money since I couldn't use my card. The next day I called customer service and found out they placed a hold on my bank account and now I could not access any funds. The whole inconvenience of me not being able to pay bills, trying to make arrangements to pay them which would be considered late. I asked why why wasn't I contacted since I never called to report any fraudulent activity and I didn't receive an answer. They need to replace the overdraft fees that were taken because after the check was deposited and I started doing things with the money, they took and held the check, causing me to be negative about $1300.00. They put me in a bind and stressed me out because I am out of money. For a whole week is too long. I need to be compensated for this. It's unacceptable and I was displeased with this situation. I actually liked the company but this was not good at all. No one alerted me until I had to find out my card was declined in public.Desired Settlement: I just want the money and the overdraft fees not to be charged. I need to be compensated for the inconvenience I had to deal with.

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: On 07/20/14, I received my Suntrust credit card bill with a charge for $116.60 from [redacted] that I did no make. I contacted [redacted] & spoke with someone named [redacted] & was told they had no record of this charge, therefore they could not help me. I then contacted Suntrust & spoke with [redacted], she forwarded the forms needed for me to dispute the charge. I completed the forms & returned them 07/23/14. I heard nothing re: the status of my dispute, so on 10/01/14 I again called Suntrust & spoke with [redacted] & was told there was no resolution yet. On 10/17/2014, I received an email from Suntrust regarding my "recent dispute inquiry". The email went on to say that "customer requests are usually resolved within 30 days. Obtaining documents from the merchant may require up to 45 days. ...if we have not been able to resolve your request we will update you". On 10/20/14, I again called Suntrust & spoke with [redacted]-she said an escalation was submitted. On 10/24/14, I again called Suntrust & spoke with [redacted], and was told the credit should show up on my next statement (closing date around 11/10/14) & she would follow up with me by phone 11/12/14 @ 11:00 am. Around this same time I went to my local Suntrust branch & spoke with [redacted] (sp?) & she was unable to help me. On 11/13/14, I again contacted Suntrust & spoke with [redacted] & inquired why I had not been contacted by [redacted] as I was expecting. She said she sat directly across from [redacted] & asked her why, [redacted] stated that nothing had changed so she didn't call. I then spoke with [redacted] and was told enough time had not passed for Suntrust to have resolved the issue. I again contacted Suntrust on 12/01/14 & spoke with[redacted] & was again told not enough time had passed. I am at my wit's end, please help.Desired Settlement: To have the disputed charge removed from my account.

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.

Consumer

Response:

From: [redacted] <[redacted]>Date: Fri, Jan 23, 2015 at 10:20 AMSubject: Re: You have a new message from the Richmond Revdex.com complaint #[redacted]To: [redacted]

This has been resolved. Suntrust credited my account for the disputed amount. Thanks so much for your help.

Review: Suntrust manipulated my account so they could get more overdraft fees. On 10/5/13 my balance was $57.82. I went to [redacted] and spent $23.74 and $8.90. Leaving a balance of $25.18. Check my account on 10/7 which verified the balance. Used $24.00 to pay [redacted]. On 10/8/13 [redacted] charged my account $45.00 which should have triggered 1 overdraft but instead suntrust moved the charges and put seaworld ahead even though it occurred later then charged 2 overdraft fees I called and was told that was because [redacted] did not pull the funds until 10/10 I explained then the account still should have not bounced because a deposit for $408 occurred which would have covered. I have my receipt showing I paid [redacted] on 10/7. Then Sunturst again manipulated my account on 10/18. have screen shots to prove it. On 10/16 I paid [redacted] and [redacted] which I had money to cover then on 10/18 [redacted] hit my account which there wasn't money to cover. Suntrust switched around my account and charged overdraft fees for geico and straight talk then an extended overdraft fee. This I believe is illegal.Desired Settlement: I would like all my overdraft fees refunded except the 2 which I know I owe. the one for [redacted] and the one for [redacted]

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: ACCT # [redacted] MY ACCOUNT WAS CLOSED DUE TO IT BEING OVERDRAWN. I WROTE 2 CHECKS FROM MY OTHER BANK AND THOSE CHECKS WERE RETURNED TO MY SUNTRUST BANK ACCT AS NSF. I HAVE CALLED MY LOCAL BRANCH 4 TIMES TO TRY TO HAVE THE ACCOUNT RESOLVED AND I HAVE CALLED THE CALL CENTER 2 TIMES. THE LAST TIME I CALLED I SPOKE WITH A REP AT THE LOCAL BRANCH THAT SAID THE ACCT WAS TURNED OVER TO THE FRAUD DEPT. THERE WAS NO FRAUDULENT ACTIVITY ON THIS ACCOUNT. I WROTE THE CHECKS AND IT IS MY ACCOUNT. THEY ARE TELLING ME I CANNOT CONTACT THAT OFFICE BUT THEY CAN CALL ME. THIS IS DAY 4 NOW AND I STILL HAVE NOT RECEIVED A CALL BACK. THIS IS MAKING ME VERY UPSET DUE TO THEM SENDING THE ACCT TO THEIR FRAUD DEPT. I WANT TO SPEAK TO SOMEONE ABOUT THE ACCOUNT TO MAKE ARRANGMENTS TO PAY IT.Desired Settlement: I NEED SOMEONE TO CONTACT ME AND DISCUSS WHAT IS GOING ON WITH THIS ACCOUNT. I NEED TO GET THIS TAKEN CARE OF. I DONT WANT THIS ON MY CREDIT. IT WAS MY ERROR AND IM TRYING TO FIX IT.

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.

Review: I have told the bank at least a dozen times that I have been fraudulently billed. They keep taking the charges off when I find them in time, but refuse to do anything to prosecute obvious fraud. I have lost hundreds of dollars because many times I've been billed and didn't catch it until it was too late to challenge.Desired Settlement: I wish to be refunded everything I lost. I also want the people who have defrauded me to be prosecuted.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Mr. [redacted] by letter on February 12, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Executive Services

Review: SUNTRUST BANK OVER DRAFT FEES ARE RIDICULOUS AND NOT FARE TO THE CONSUMER THEY CHARGED MY ACCOUNT THE DAY OF MY DIRECT DEPOSIT FROM PAYROLL $108 STATING THAT WAS FROM A PREVIOUS OVERDRAFT WHICH I WAS ALREADY CHARGED $72.00 FOR THAT TRANSACTION THE SUPERVISOR SAY WELL THAT'S WHERE ITS COMING FROM WITH AN ATTITUDE AND NO OTHER EXPLANATION ON WHY I WAS CHARGED $108 SUNTRUST WOULD ALSO DO TRANSACTION OUT OF ORDER THAT WOULD CAUSE ME TOO OVER DRAFT WHEN I HAVE the FUNDS IN MY ACCOUNT SUNTRUST WOULD CHARGE WHAT SUPPOSE TO BE A ONE TIME FEE FOR $36 TWO TO THREE TIMES IN ONE WEEK WHEN I WAS TOLD ONE TIME FEE $36 AND EVERY SEVEN DAYS ON I SHOULD NOT HAVE BEEN CHARGED FOR SOMETHING THEY ALREADY TOOK OUT FOR THE DAY OF MY DIRECT DEPOSIT AND THE TRANSACTIONS THAT WAS CHARGED $72.00 WAS IN MY ACCOUNT AT THAT TIME AND I SHOULD NOT HAVE TOO BE CHARGED SUNTRUST HAD TO REFUND ME BEFORE FOR INCORRECT OVERDRAFT BILLING AND THE SUPERVISOR NEED BETTER CUSTOMER SERVICE SHE HUNG UP ON ME IN THE MIDDLE OF MY DISPUTEDesired Settlement: THE OUTCOME OF THIS IS FOR SUNTRUST TO REFUND $180.16 BACK TO MY ACCOUNT AS A CREDIT

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.

Please close this case in your records.

Consumer

Response:

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

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

I was charged $108 the day of my payroll with no explanation on why I was charged then held my funds for two days for another transaction when the funds were in the account at that time and charged me $72 for that all I'm asking for is a refund for $180 because these charges are not correct this is not the first time suntrust has over charged me with overdraft fees that I had to be reimbursed for I work hard for my labor and I'm a single mother those charges caused me to leave were I was staying because I could not pay and on top of that I had too turn too churchs and different organization for food because I was unable too have access too my account because of these false charges I need my refund.

Review: On September 5th, I opened a new checking and savings account on-line. In the next day or so I received a check card, pin number and overdraft coverage confirmation. I also received an email on the 5th welcoming me to SunTrust. It also stated in a couple of days I would get deposits made to my other checking account since I choose to fund my new account via my deposit account. On the 10th I received another email from SunTrust giving me a link on where to confirm my deposits made to my account so SunTrust can withdrawal $50.00 twice one to fund the new checking and one to fund the new savings. On 11th, I received an email that confirmed the withdrawal has been processed for my opening of the new accounts. Well, today 09/13/2013, I received a letter from Sun Trust dated 09/09/2013 stating SunTrust regret that they will not be in a position to provide me with banking services and the decision irrevocable. The issue I am having is this letter is dated on the 9th of September, Sun Trust closed my new accounts. However, on the 10th they send me an email to verify my deposits to my new account and on the 11th they withdrew money from my account to fund the new account at SunTrust...but why would they do this when on the 9th they decided to close my account. What kind of practice is this to take money for accounts they already knew was closed. Then to make matters worst, the SunTrust representative states I have to wait 10 business days to get my money back? Is this a standard practice for banks? I have never received such treatment. Additionally, the letter dated the 9th wasn't even mailed until the 11th, the same day my money was taken from me. It waited until Friday to arrive. This is very bad practice and I am extremely shocked that SunTrust can get away with such treatment.Desired Settlement: I don't want to wait 10 business days for my money, I want it now. It was taken from me when it should have been because they closed the account on the 9th. But money was taken from me on the 12th. How can Sun Trust expect me to wait 10 business days to get my money back. I have no problems with the account being closed as I know longer want an account with Sun Trust, but I shouldn't have to wait 10 business days to get my $100 back!

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 had opened up a new account in January, with my husband, [redacted] and myself with Mr. Henry [redacted], VP of SunTrust bank in Dillingham Square, Lake Ridge, Woodbridge, Va. On January 22, 2016 I went into the branch and asked how much longer would it be before I received my debit card. He said in about a week. As of today I have not received my debit card. I have called and left several messages with Mr. [redacted] and have not received a return call. Each time I visit the branch I get a run around from whomever happens to be sitting at the desk, because Mr. [redacted] is always out of the office. On 2-8-16 approximately, 2 pm I made another trip to the branch to see Mr. [redacted] and again he was out. I spoke with a different gentleman and he said they would overnight the debit card to me. I was told that last Friday from someone else that it would be overnighted to me. I have had another issue with Mr. [redacted] before. Last October or November I asked him to print many copies of my previous statements from another year. He charged my account $105., I expected them to come to my home instead I never received a call. I asked him to waive the fee and all he could do was give me $35.00 back of the $105. By that time I did not need them. He is a nice man and very friendly but he never returns my calls even though he said he called me to tell me to pick up my statements. My daughter checked my phone records and I was never called by anyone from Suntrust bank. This is not the only time I have been disattisfied with the services from this bank. I used to painfully have use the suntrust on Horner Road in woodbridge. Anytime I would go to the branch it was never anyone to help you or they had a different person that totally screwed my account up one time. Most of the time they didnt speak good English. I only have my SS check going to my joint account and eventually I will stop that. I joined [redacted] and got my debit card within 20 minutes!!Desired Settlement: Please have someone contact me from the Headquarters of Suntrust and also send me a letter. I want my full refund and my new debit card and I want to know why it had taken so long. Also, the branch in Garrisonville, Va, the teller gave out personal information on how much I had in my account last January 2015 to my step-granddaughter, this was a violation. I have her name and would like to discuss it with Headquarters.

Business

Response:

Re: Revdex.com Case# [redacted] Attached is the response that was mailed to the client. Please close this case on your records.

Review: SunTrust bank made me responsible for charges of $555 to a corporate credit card.

The charges were approved by the bank and are the bank's responsibility.Desired Settlement: Please take responsibility for the charge that was approved by you.

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: I am a [redacted] who works for the government. I have been furloughed due to shutdown and because I am a contractor and not a federal civilian I have been told by my agency that the chance of me getting back-pay is almost non-existent. I did not expect the government to shut down because I had faith in the american government to take care its people over their own special interests groups. However the shutdown happened and I am in financial distress. I live paycheck to paycheck like so many americans and now I am basically unemployed. I bought a new car back in July 2013 and I have money taken out of my direct deposit twice a month. Due to the shutdown I have no money coming in and I'm struggling to afford to buy food and keep my electricity running. Most companies, however, understand the situation I'm in like so many other furloughed workers and have offered assistance in the way of deferred payments. I called suntrust hoping they would understand my situation and defer payments only until the government shutdown ended and I was able to work and recieve a paycheck. I was told that I needed to pay my car off for nine months before they would allow any extension or deferment plan. My credit score is excellent and this is a circumstance that is out of my control. However all I recieved was a bunch of transfers and a monotone 'I'm sorry' over and over. I got advice from a co-worker who had their car payments defered because of the shutdown and I called suntrust back. The woman I talked to this time said that they would defer my payments. I was very happy. However, today, October 15, I looked onto my account and saw that the last money I had was taken out, the only money I had left to feed myself this week. I called suntrust and after 3 transfers I was basically told that since I did direct pay they couldn't help me. Every time I was transferred I explained that I was told I could defer as I was told and NO ONE said I couldn't. I went through all the correct procedures. After being told Suntrust WOULD not help me, I called the dealership I had bought the car from talked with the financial department who transferred me to Colonial Transfer who takes out the money and sends it to Suntrust. They were very nice and they said if Suntrust said it was okay to defer they would put the money they took out today back in my account and they would defer payments for a month until the government opened up again. They said I should call Suntrust as a courtesy to let them know what I did. I called Suntrust and was told that I was not going to recieve any special deferment and basically that I would have to starve because they didn't care and they were not going to help me. I told them that I had no crystal ball that said nine months ago I would have needed to buy my car. I don't have that luxury but they didn't care. I spoke with a [redacted] who didn't even TRY to help me. He just said 'I'm sorry' over and over and told me there was nothing he could or would do and that they were getting my money either way. I told them I don't know where the money is going to come from because I'm not getting any money and all I got was a 'I'm sorry'. Tomorrow I have an appointment with [redacted] who said they will work with me and switch over my car loan to them. I have never in my life experience such a terrible company that doesn't care at all about their customers. They didn't help me at all. I understand if my reasoning for needing a deferment was my own fault but this wasn't. I don't understand how they could say I am basically screwed and they didn't care that I have no money to feed myself or go to the doctor because they wouldn't help me. They were not willing to offer any assistance. How dare they sit there and hurt americans. It is not America's fault that several politicans are using the government as pieces on their gameboard. It is not my fault I'm not recieving a paycheck. Yet because I got my car in July 2013 instead of January they wouldn't help me at all. I was told I am basically not a valued customer. What was even worse was how often I was told that if I had been with them 9 months they would have defintely helped me with an extension. It felt like a slap in the face. I will not be with this bank that cares nothing for its customers a day longer.Desired Settlement: They would make good on the their statement of defering my payments and that they would remove the criteria of needing nine months of payments for a deferment as they said they would because of the shutdown.

Business

Response:

Re Revdex.com complaint # [redacted] Ms. [redacted]. [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.

This bank has to be one of the Worst Bank in America! the customer service is horrible every time you call to get help they say you have to go into Branch and when you get to the branch and speak with some one they pull your account up and hand you a phone. after everything is said and done I will never bank with Suntrust again

Review: On the evening of Monday, March 10th I compared the charges on my online account with SunTrust to my own records and found all my charges to be up to date and posted, NOT PENDING. On the next evening, Tuesday March 11th I saw that an auto pay I had setup would be going through early and was now pending. As this was scheduled a day before I was expecting a payment to be made to my account, I expected to see an overdraft fee of $36 posted to my account along with my income the next morning. When I checked my account on the morning of Wednesday March 12th I saw that not only had I been charged for the auto-pay overdraft but also for two other charges that had previously been posted, NOT PENDING, and had now been rearranged to appear after the auto-pay charge and the initial overdraft fee. I understand that I should have received an overdraft fee for the pending charge from my auto-pay that exceeded my current balance while it was pending, but it appears that SunTrust is rearranging the dates and order of charges in the event of an overdraft to maximize overdraft fees. I called SunTrust Customer Service on Wednesday March 12th and was not able to get any clarification. The representative on the phone just kept repeating that it was not possible for that to happen, despite the fact that I was looking at it on my screen and seeing that it indeed had already happened. I was transferred to a supervisor ([redacted] employee username # [redacted]) and told that the charges were not actually charged and posted until "Monday, last night". I kindly explained to the supervisor that current day of the week is Wednesday and last night was Tuesday. She reverted to insisting that the charges were only pending. However, they had clearly posted and did not say pending, they were simply rearranged after the overdraft was posted. I asked if she was able to fix this issue and she insisted that there was not an issue and nobody could help me.Desired Settlement: I need to be refunded for the two extra $36 overdraft fees, for a total of $72.00.

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees assessed to your above referenced account. We appreciate the opportunity to respond.
It is important that collected funds be in your account before authorizing debit items. Overdrafts may be prevented by keeping accurate account records, noting all deposits, checks, purchases and electronic transactions and having funds in your account to cover all items presented for payment. For example, the account balance shown on your ATM receipt, Online Banking Profile or mobile device may not include all outstanding items you issued on the account, such as checks and other preauthorized debits.
In reviewing your account activity, your available balance on March 11, 2014, was $29.64. Three previously authorized payments for $76.33 (Prog Advanced Ins Pram), $20.69 ([redacted]) and $7.46 ([redacted]) posted. Respectively to your account and were paid against an insufficient funds balance. Therefore, in accordance with our current fee schedule, you were assessed three $36.00 overdraft fees for a total of $108.
On our website suntrust.com we have helpful information on how to manage your account and avoid fees (see Banking-Personal Checking-Overdraft Services). 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. By establishing Overdraft Protection, a service which allows clients to link a deposit account, credit card or line of credit to their transaction account, you can help avoid the assessment of overdraft or return item fees.
We understand that we did not meet your expectations in this situation when you called and spoke with our customer service representatives and regret any inconvenience caused. As a courtesy, we have waived two of the fees totaling $72.00. You will see these transactions on your next monthly statement.
[redacted], we trust that the aforementioned information is helpful and that you will make a concerted effort to avoid fee assessment in the future. Should you have any questions, please do not hesitate to call [redacted] ([redacted]) or visit any of our convenient offices. Thank you for banking with SunTrust.
Sincerely,

Review: I wish I would have checked the complaints filed against Suntrust Bank prior to opening accounts there, I would have chosen a different bank. In March of this year we were charged for $304.00 in insufficient funds charges for the payment of 4 items. I called and spoke with a bank rep and never got anything close to an answer for my questions, they didn't help at all, and yet they just kept reading the same rhethoric over and over, I was told that I needed to go to my bank and speak to a rep. I am disabled and in a wheelchair, I have good months and bad, I cannot drive some days and I cannot get my scooter out of my van by myself, so I am confined to my home. I am usually on top of my bank balance, but missed checking it online for 2 days in March. I did try calling my branch in Altamonte Springs, but they told me I needed to come into the bank. I received more NSF fees because the deposits I made were enough to cover our debits, but not enough to cover the fees. I called and asked them to quit approving debits to an account that was already overdrawn. They didn't listen, just kept charging the fees. When I was finally able to go into the bank the reps looked at me like I was crazy, and they didn't care how much I was charged, they were not going to credit anything. So for debits in the amount of $404.00, I was charged $884.00 in fees, sounds like Loan Sharks to me. I deposited $225.00 in the account to go toward the fees and told them I couldn't afford to pay the whole thing. I was using my other checking account to pay the business expenses and keep things going. Then they stole the balance of $659.00 out of the other account without prior consent, I'm glad I saw it I had to call and ask people to hold checks because if they were presented they would bounce. Bottom line, don't bank with Suntrust, especially if you're handicapped, because THEY DON'T CARE ABOUT ANYTHING EXCEPT TAKING YOUR MONEY!Desired Settlement: I wanted to speak to someone who cares and doesn't look at you like you are dirt under their feet, and could help by reducing the amount of the fees.

Business

Response:

Dear Ms. [redacted]:

We have received and reviewed your correspondence that was forwarded to us from the Revdex.com Serving Central Virginia, Inc. (Revdex.com) regarding the above referenced accounts. We appreciate the opportunity to look into the issues raised and provide a response to you.

Our policy at SunTrust is to engage in professional and courteous behavior at all times. We regret the service you indicated you received when you spoke with our representative about the fees on the account. Please be assured that the situation you described has been forwarded tot he appropriate management area for review. SunTrust takes great pride in the reputation we have established in the financial industry, and we strive to maintain our reputation by providing our clients with exceptional service.

Our records show that the account ending in [redacted] hel a beginning balance of $1,016.89 on March 25, 2013. However, pending debits of $50.38 to [redacted], $24.88 to [redacted], $19.03 to [redacted] and $12.63 to [redacted] reduced the available balance to $909.97. Transactions including at $0.40 credit, Check [redacted] for $820, $51.07 to [redacted], $50.05 to [redacted], $44.58 to [redacted], $25.91 to [redacted], $25.15 to [redacted], $24.58 to [redacted], $13.19 to [redacted], $11.50 to [redacted] and $3.86 to [redacted] were then presented to the account. Because eight of these items were presented against unavailable funds, each received a $38.00 overdraft fee, or a total of $304 in fees.

The overdraft fees that were assessed to the account were in accordance with our Rules and Regulations For Deposit Accounts, a copy of which is provided at account opening. Our Rules disclose that you agree to ensure the account holds sufficient funds to cover all items and that items presented to an account with Insufficient funds will be assessed an overdraft fee. As we have researched this matter and have confirmed that the fees were assessed appropriately, they will remain on the account.

Please also note that our Rules also state that funds from any of your accounts may be used to pay money owed to SunTrust without prior notice to you. Because the account ending in[redacted] had an outstanding balance of $649, a transfer was made by the bank on May 20, 2013 from the account ending [redacted] to pay off the balance.

In addition, it is important to keep in mind that business accounts are not affected by overdraft coverage, which restricts the ability of certain check card transactions to be approved if insufficient funds exist in the account. As such, you may wish to apply for an overdraft protection to be opened, as overdraft protection assists in preventing overdraft fees by drawing funds from a protector account.

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

Sincerely,

Officer

Executive Services

Consumer

Response:

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

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

Regards,

The resolution proposed was that the matter would be forwarded to the appropriate management area for review, in other words, they will do nothing, and must believe that the behavior of the employees in this bank is proper.

Review: sed my Suntrust debit card the week of February 9th and the following weekend. Suntrust held processing of those debits until the following week. On February 18 (and a few on the19),v the bank processed the debits in a manner in which they would earn the most fees. I was charged over $350 in overdraft fees. Other banks have ended similar predatory practices. I was very surprised to see a reputable bank that I have never had any issue do this and their customer service agents flat out refuse to work with me.Desired Settlement: I would like to be credited $350 in overdraft fees.

Business

Response:

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

Please close this case on your records.

Consumer

Response:

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

I believe that the bank did not process the fees fairly and that at least a portion of the fees should be credited as courtesy.

Regards,

Review: I am beyond disappointed! All I want to do is access my car loan information online which has proven to be impossible. I spoke to 2 different representatives, and [redacted] who apparently is a [redacted].

The 1st person: Sir, everything is all set! You will receive an email shortly with your login information (Never received anything)

2nd person: Sir, there is a mistake in the personal information you gave me, and therefore I cannot help you. (The person did not let me repeat the information)

[redacted] ([redacted]): I cannot help you. It is a demographic issue! That's all I can tell you over the phone.

(What does it mean?)

How can these employees be so incompetent? As a result, I will find another banking institution to take over my loan, and discourage anyone who is thinking of banking with Suntrust!Desired Settlement: A gesture from them would be appreciated.

Business

Response:

Review: I opened a SunTrust account on February 12th and was mailed 2 debit cards. I have tried to make deposits for 3 days at a SunTrust branch atm (I am a teacher and a nanny and work from 7 am-7:30pm) - I have NO lunch hour to get to a bank branch as I eat with students as ALL teachers at my school do! SO - to put funds into the account with SunTrust, I rely on the ATM. I set up my pin with a branch manager at the North Druid Hills location. I have attempted to deposit cash for 3 days with no luck and so finally this evening I did a mobile deposit from my Wells account. I called the SunTrust number to ask for help and was told I now have more charges coming out for insufficient funds!!! How on earth can they do this when the ATM today would NOT accept my cash - it spit it out saying wrong pin.Desired Settlement: $168 refund for all charges caused my NSF when I am STILL unable to use my debit card to deposit!!!!!

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:

[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 note that Suntrust contacted me directly and assumed fault with the account and provided a $150.00 credit for the trouble they caused 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,

Amy Motto

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Complaint/Consumer Information

Business Information

SunTrust Bank

919 E Main St

Richmond, VA 23219

Complaint Summary

Complaint Type: Consumer to Business Complaint

Nature of complaint: Refund / Exchange Issues

Problem description:

I sent a check to pay Advanced Disposal bill. I sent the check to the Callahan Florida office. Some how the check was cashed at a Suntrust bank in Orlando and was not applied to the account that it was intended. After several months Advanced called me and told me the account had not been paid and cancelled the services. I paid the balance and had the service restored, it cost to reinstate the service and replace the tote for service. After going to my bank [redacted]), I was given a copy of the check and seen it was cashed at Suntrust in Orlando. Spoke with Advanced Disposal and was told that they have not done banking with Suntrust in years. After several calls to Suntrust I ask for help from [redacted]. They filled out an affidavit of unauthorized Endorsement or altered item on 9-24-2015. Since this time they have sent multiple letters and make many phones calls to resolve this issue. I am now going to reach out to this office to help resolve this issue. The check was written on 6-26-15. The stamp on the back reads "Credit to within named payee lack of end GTD Suntrust Bank Lockbox #919312 Site: ORL Deposit Date: 6-29-15, 0234001071730, Batch #62 SEQ#: 0046 for the amount of $107.18. My other charges are for $25.00 service charge from Advanced Disposal and $20.00 Re-Deliver of Toter, for a total of $152.18. Please help me recover these fees. I have all the documentation you need to verfiy this information is correct. Thanks in advance for your help [redacted]

Desired Resolution: Refund

Desired Outcome

I just want to recover the $152.18 I am out.



Complaint Detail

Date of Transaction: 6/29/2015

Date of First Problem/Issue: 9/8/2015

Have you complained

or contacted the business? Yes

Date(s) Complained: 9/16/2015

Pur[redacted] Price: 107.18

Amount disputed: 152.18

Product/Service: unauthorized endorsement

Message to Revdex.com

Waiver(s):

I authorize the business to communicate with the Revdex.com about mDesired Settlement: I want my $152.18 back.

Business

Response:

Re: Revdex.com (Revdex.com) Case 11134392 Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding a check that was negotiated by SunTrust in error. I am sorry for any inconvenience this matter may have caused you, and I appreciate the opportunity to respond. Our records reflect that we received a claim from [redacted] on January 11, 2016. We have responded to [redacted], and they will contact you regarding this matter. Ms. Heberlie, should you have any questions about this claim, please call [redacted]. Sincerely, Diane [redacted] Assistant Vice President Client Advocacy Office

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 deposited a check into the ATM it was supposed to clear by Saturday they put a fraud alert on my check for the second time and was keeping me from my money for about 2 weeks the customer even tried to get them to release it do it they could and they are refusing to release my moneyDesired Settlement: I want them to release my check so I can pay my bills and have my money I run a business and deposit multiple check for multiple people for them to keep putting fraud alerts on my checks, the first time they called and got it released right away now they're going to make me wait 2 weeks to get my money even after I threatened to close my account they said they will not let me have it I was going to take the check to the person's bank and cash it on the spot and they're holding it hostage

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: Suntrust Bank quoted and locked a [redacted] refinance rate with us. They then did not meet the closing date in time, so the locked rate expired. This was despite emails from myself and the title company to the Suntrust representative on status. When the "rate lock" was "extended" by Suntrust, Suntrust representatives continued to tell me the rate was [redacted]. I had a power of attorney sign the final documents as I was not able to be at the closing. When I reviewed the signed documents, the rate was [redacted]. The loan number is [redacted].

I have tried multiple times to get the issue resolved with Suntrust and have been told by the representative ([redacted]) that he would get back to me but he has not responded unless I visit the bank (which I have on two occasions with friendly exchanges each time). I have multiple emails from myself to Suntrust, from the title company to Suntrust, and from Suntrust which clearly reflect the issue and I have been surprised that it has not been resolved. The loan processor was an individual named [redacted] who just referred me back to [redacted] who is the local vice president.Desired Settlement: I would like the rate of [redacted] that was originally locked with me because (1) it was Suntrust's lack of response/ action that caused the loan to go beyond the lock date and (2) Suntrust representatives told me the rate was extended, did not tell me they had increased it, and just generally spoke in terms that inferred nothing had changed. Suntrust representatives were aware that a power of attorney would be signing for me. If I had known the rate would not

I would also like a refund of the late fee for the first payment and the difference in payment for the first payment that I made since I was told by the Suntrust representative [redacted] to not pay the first payment until he obtained a resolution.

Business

Response:

Dear [redacted]:

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 dated September 23,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our responses with your office.

Thank you for contacting SunTrust.

Sincerely,

Office

Mortgage Escalation Specialist

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'm anxious to discuss the details of this with you. Suntrust did send me a response but it did not directly address the complaint. In summary, they quietly raised the rate. I believe the details show that they intentionally avoided sharing this piece of very significant info by email or phone. Additionally, it was raised after a delay on their part that caused the closing date to be overlooked. The letter of the law was followed - I was mailed a revised GFE that had the new rate. However I had been mailed multiple bundles of paperwork that included the GFE statements over the course of the processing of my loan because of all the delays, and none of the info had anything but minor changes so I didn't check the last one well enough. The bank reps were aware that I was not personally able to attend the closing but had to allow my brother-in-law power of attorney to sign for me as the closing was in a different state. He was not aware of the rate increase either. In summary, my complaint is that Suntrust's loan processor and bank representative raised the rate after a delay on their part and did not share the fact that they were doing so by phone or email. The emails were very short and succint... it is very odd that they wouldn't share this very significant piece of info. I believe they were afraid of getting in trouble with their employer (the bank) if the loan fell through as Suntrust would have been out some $ for the work that had been done so far. We would NOT have proceeded with the loan if we had been aware of the increase they imposed.

Please help if you can. It amounts to about $30 per month which doesn't sound like much but is a lot to our family, especially over 30 years.

Regards,

Business

Response:

Dear ** and [redacted]:

This letter is in response to your correspondence which we received from the Revdex.com regarding your mortgage loan application. We appreciate the opportunity to look into the issues and provide a response to you.

Our records show that we received your loan application on February 1, 2013 and the loan closed on June 4, 2013. Your final interest rate is 4.375% and the first payment was due on August 1, 2013, We received and posted your August payment on August 15, 2013. As of the date of this letter your loan does not show an accessed late fee. Your next due date is October 1, 2013. Please note we received your September payment on September 16, 2013.

Your loan was locked at the interest rate of 3.99% with an original expiration date of May 2, 2013 and we extended the lock to expire on May 21, 2013. When this lock expired on May 21, 2013, we relocked the loan and the best rate available was 4.375%. This information regarding the interest rate changing from 3.99% to 4.375% was disclosed to you on May 29, 2013 and May 30, 2013. Please note SunTrust Mortgage, Inc. will use it best efforts to process and close your loan efficiently and timely. However, because SunTrust must rely on outside parties, including you, to provide required information and documentation. SunTrust cannot guarantee your loan will be processed, approved or closed by a specific date. SunTrust does not assume any liability for delays resulting in the expiration of your lock agreement.

The title shows that you ([redacted]) the main borrower were not on the title, only your wife ([redacted]), therefore we had to add your name to the Deed. Since the Deed had to be recorded prior to the closing, it was prepared and sent to you on April 26, 2013 for signature and then a closing date of May 2, 2013 was confirmed with the POA.

We were unable to close on May 2, 2013 due to the Deed not being signed correctly by [redacted]. Therefore, we had to change the close date to a later date. On May 6, 2013 we contacted [redacted] to follow up on the corrected Deed since we had not received this document. On May 16, 2013 we received the Deed notarized but not recorded. On May 28, 2013 we contacted your POA to scheduled a closing date. Your POA then called us on May 29, 2013 and scheduled the closing for June 4, 2013.

** and [redacted], 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 we appreciate your feedback, and your comments about your experiences have been shared with the appropriate management areas.

If you have other questions regarding the servicing of your mortgage loan, please contact our Client Services Department at [redacted], Monday through Friday from 8 am to 8 pm and Saturday from 9 am to 3 pm EST. A representative will be glad to assist you.

Sincerely,

Officer

Review: I've been a customer with this financial institution for a quit sometime and over the years their service has become worst. First and fore most there is not type of protection and regard for their customers. Over the past two to three weeks several transactions have posted towards my account from a cancelled card and adjustments made on my account for the same transaction. Now, this has become a very stressful process for me, THE CUSTOMER!!!!, especially since there has been no resolve. I guess because I'm not one of their high priority customer, my situation is not taken in to importance. I've spoken with several people ([redacted], who transferred me to a supervisor [redacted]) about this situation and all I received was a lot of I'm sorry but there is nothing I can do at this time. I guess because it's my money and not theirs. Bad reviews are all I have for this company.Desired Settlement: I need someone to have my issue resolved without me having to contact them and stressing over this problem any longer. After the problem is rectified, I will be closing my account and taking my business elsewhere. I'm DONE with ghetto [redacted] Sun Trust and their poor quality of being a banking institution.

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:

[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,