SunTrust Bank

Review: Back in 2009 I got Laid-Off at my place of employment.... I had been behind in my car payment.... for quit some time, the bank contacted me to do a rewrite on my auto loan and my payments would be lesser with a longer term, I sign the paper and return it, I kept falling behind but I did make a payment to keep it from being 90 days behind, I was told then my car can be took from me. In May around the 20th they had my car pull without any notice nor phone call about it I was made to pay March, April and May car note when May wasnt due till the 30th and they charge me 53.79 cents in late fees, 435.00 in repo fees and a 400.00 charge for the principal Reduction that I was not inform about and the one was handling my repo status would not explain it the way I could understand it..... he said I was getting charged that fee because my payment history was bad, his first name is Anthony and he would not give me his last name, nor would he let me speak to his supervisor to find out more about the Principal Reduction charge of 400.00 dollars... his contact number for his direct line is [redacted]Desired Settlement: I would like to be refunded a fee that I was not explain about during the signing on the rewrite program....

Business

Response:

SunTrust has responded to our client with a breakdown of the

redemption amount for the repossessed vehicle. The client requested a refund of

the $400 fee included in the redemption amount. This amount is NOT a fee and

will not be refunded; this amount was a principal balance reduction applied to

th e vehicle loan.

Please close this case on your records.

Review: I first discovered that suntrust (without my knowledge, consent, or an explanation or fair warning) had put a "debit hold" status on my checking account on 9/5/14. My debit card would not work when I was attempting to conduct business at a retailer. I also got paid on that day, and after checking my balance, knew that something wasn't right since the funds showed as "available." When I called suntrust that evening, the lady who took my call from their customer service call center, was very confused and did not know what was going on. First she told me that a "temporary hold" had been placed on my debit card but she could not re-issue me the same kind of card because they no longer offer that. After explaining to her that a "temporary hold" means, not forever, and that I just need that hold lifted, she then told me that it was reported stolen and would need to transfer me to a fraud rep. When the rep from the fraud department came on the phone, she told me the real story. Suntrust has decided to "terminate the relationship" between myself, and them. I clarified with her that basically they no longer want me as a customer, and she said, no, I can't answer yes to that question, but they are terminating the relationship. She could not give me any reason why. She recommended that I go into a branch to see if I could withdraw my money in person.

After calling the nearest branch that was open on a Saturday, the next morning (1 hour drive from my house), they would not tell me any account information over the phone, nor would they even take my name and verify my identity to even verify the STATUS of my account. After driving the hour to the bank, they obviously were not able to help me either, and recommended I call the 800 customer service number. After driving another hour home, I did just that. This time, after briefly describing my problem, the lady offered to transfer me to a branch because they would have to help me. In an effort to keep from being run around, I elected not to and ended the call.

At that point I felt as though I had done everything I could do, and would wait and see what happened. By Tuesday 9/9/14 when I had still heard nothing via phone, or mail, I decided to call back. The gentleman I spoke to was very ill-informed and spoke very broken English. The call ended with him telling me that the "ending of the relationship" was accurate, and that it can take 10 days from the time it's initiated to receive a check for the balance in my account. He stated that would be the 15th. I made him clarify in very simple terms and asked him "so you are saying that I will without a doubt have a check in my hands from suntrust for the entire balance in my account, no later than Monday 9/15/14....his response was "yes, that is correct."

And that brings us to today, 9/15/14. Obviously, no check arrived. I once again, called suntrust and was told by the representative that there is a hold on my account and I needed to go to the local branch. I told her no, I have already been down that road and they couldn't help me. She said that I would have to call back tomorrow before 5pm EST and speak to someone that could help me. I requested a supervisor and she transferred me to one. He then told me that in fact, it can take up to 30 days to process the account closure and an additional 10 to receive my check. I asked for his supervisor and was told the same thing. At that point she told me I was as high as I could go and the next step is to send a letter to the bank president's office.

Problems and questions I have that have gone unanswered are: why is it taking so long to process the closure? What right does suntrust have to hold on to MY money, without my consent, to process an account closure which I did not initiate, or authorize, for up to 30 days?! Why did it take so many phone calls and a wasted 2 hour drive to the bank, and even more calls, and finally speaking to a supervisor to FINALLY get an accurate answer as to when I would receive my money. To this day, nobody can tell me why this is happening. As much as the reps keep telling me that treating me badly and blowing me off "isn't the suntrust way" nobody seems to care at all that I have been without my money for 10 days now, or that I have bills due. If suntrust cared, why was I not warned in writing, a phone call, or an email as to the fact that this would take place to allow myself enough time to notify my employer of a change of direct deposit, or change my automatic debits to avoid NSF fees. The way this whole thing went down is complete crap, and that is the best way it can be put...CRAP!!!Desired Settlement: I want my money NOW. There's no reason to hold onto it for so long. Close the account, and send me my money, PERIOD!! I also want $100 in the form of a check, or prepaid debit card, for late fees, and the major financial impact and inconvenience that this thoughtless, careless situation has put me and my family in. I also want a formal apology and explanation from a senior suntrust employee (not some customer service rep over the phone) as to why suntrust's pockets are of more concern to them, than whether or not my family eats, has electricity, or running water.

Business

Response:

We responded to [redacted] by letter on September 24, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Review: I having been arguing with SunTrust for weeks about my account at this point. I had fraudulent charges on my account and followed SunTrust's procedures to open disputes. I have three case numbers as follows: [redacted]. I have been told that the credit has been finalized on my account; however, they never credited me back all the overdraft fees that they charged me over these fraud charges! I have been emailing and calling but all I get told is that they are researching this. I am not getting more fees for my account staying in the negative! I'm sick of the run around! This is ridiculous! How can you credit me back $351.85 but refuse to credit back the additional $396 in overdraft fees that were caused by these fraudulent charges! I am changing banks! I am sick and tired of the bull that I get fed by SunTrust all the time. There is no reason that these were not corrected when the cases were solved, and there is no reason that I am having to fight to get my money credited back especially when these were fraudulent charges! I have received my new debit card which I plan to destroy and close this account out because I'm past the point of understanding at this point! I want my account fixed and my money put back in the account!Desired Settlement: I want $396 in overdraft fees credited back to my account. I will not accept any other explanation or deals. I simply want this fixed! It was not my fault in the first place and this should have been done immediately!

Business

Response:

We have responded to [redacted] by letter on November 17, 2014.

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

Sincerely,

Review: We have had nothing but problems with Suntrust bank from the day we financed our Suv with them. They show up at our house to try and repossess our car because of "non payment" but I have repeatedly shown them proof of every payment ever made. I have faxed in all required information and they refuse to work with us at all. They have ruined my husbands credit and refuse to fix their mistakes. According to reviews I am reading online, they have a lot of terrible reviews. I wish I had known this before we agreed to financing with them. They need to be taken out of business!Desired Settlement: I want other consumers to be aware of how they practice banking. It is not just their financing dept, but their banking as well. The worst I have ever dealt with before.

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.

Review: I am a trustee and have power of attorney for my mother with dementia. Suntrust maintained 2 checking accounts in which she was the beneficiary. On February 9, 2015, contrary to prior dealings, without any notice and without any permission Suntrust unilaterally closed both accounts without accounting for outstanding checks, without reimbursing for new unused checks just ordered, but most importantly refused on demand on February 11, to provide the funds to me which are necessary for the care, health and well being of my elderly mother. Suntrust not only converted these funds, but it violated its fiduciary duty to its account holder and engaged in self dealing.

Product_Or_Service: Banking account

Account_Number: checking in the nameDesired Settlement: DesiredSettlementID: Refund

Return the converted money, cover all returned check charges and reimburse for new unused checks.

Business

Response:

Re: Revdex.com complaint #10447934 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: Overdraft excessive fees. On 2/24/15 I made four (4) debit card transactions; $11.00; $10.65; $7.13 and $5.33 respectively, thus leaving my account with an available balance of $1.43. On 2/26/15 [redacted] presented an electronic payment of $37.20 giving me a $144.00 overdraft fee and [redacted] not getting paid. The bank claims that the four (4) debit card transactions were pending until "conveniently" 2/26/15 when [redacted] came into the picture to overdraft these four (4) small debit card transactions. When I "swipped" my card at vendors the money "immediately" came out of my account. On February 25, 2015 I received a phone call from a member of Sun Bank informing me of the [redacted] payment and my low balance, not the four (4) items in question. I returned to the bank on Monday, March 2, 2015 to discuss the situation and was told there was nothing that they could do to help me. I am retired on a fixed income and depend on every part of my monthly money to survive. This is causing a great hardship on me at this time. I think the bank does this to me and others. They should be stopped!!!Desired Settlement: DesiredSettlementID: Refund

I feel that they should reverse the four (4) debit card overdraft fees as there was money in my account to pay them.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Ms. [redacted] by letter on March 18, 2015. If you have any questions about our response, please contact Ms. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

Review: Suntrust has once again charge $108.00 in overdraft fees to my account. I have a deposit for the same day that the fees are drafted and had they done the deposit first it would not have been overdrafted. Due to the $108.00 charge I had to call customer service to cancel an automatic debit. This is unacceptable, Im sure there will be a fee for my cancelled bill.Desired Settlement: Refund of $108.00 overdraft charge as well as any charge for the bill cancelled.

Business

Response:

We responded to Ms. [redacted] by letter on April 15, 2015. If you have any questions about our response, please contact Ms. [redacted]. ·

Review: Over a year ago I applied for a modification on a line of credit that I have with SunTrust and was told that based on what I provided I qualified however I had to wait for my first mortgage to be modified first. Understandable, I modified the first and readdressed the issue. Now that the first mortgage has been modified I've been given the run around, I was told that I didn't qualify and wasn't told why, the last correspondence I received from SunTrust was that my case was being reviewed and it has been assigned and pending approval, again I had already been told that I was denied with out cause. So my question at this point is which is it? I've literally fought and shed blood for this country, her citizens interests and allies alike. SunTrust wouldn't even be able to conduct business had it not been for the sacrifices made by me and those like me. We deserve better and all I want to do is to start making payments on this line of credit and move on with my life. However, my requests have fallen on deaf ears I'm incurring all types of fees and I don't know what else to do.Desired Settlement: All I want is for someone to explain to me what my options are and to provide me with some kind of assistance. I'm not asking for anything to be absolved all that I want to do is to start making payments on this loan now that I'm back on my feet and have the capacity to do so. That is all.

Thank you

Business

Response:

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.comregarding the status of your request for a modification for your above referencedaccount. We appreciate the opportunity to respond .We understand that we did not meet your expectations in this situation and regret anyinconvenience caused. Please be assured your comments concerning this matterwere forwarded to the appropriate management area.Our records reflect that since June 23, 2014 we have been working to assist you withyour account. However, it appears there was a delay in receiving all documents thatwere required to review your case.• On August 13, 2014, all requested documents were received .• On August 14, 2014, a letter (copy enclosed) was sent confirming that we hadall requested information and that a decision would be made within 30 days todetermine your eligibility for loss mitigation options available.• On August 28, 2014, upon review of all information; it was determined that, dueto the delinquency of your account (686 days delinquent), we were not able toapprove your request for a znd Lien Principle Reductionrrerm AddendumModification.• On September 4, 2014, a letter (copy enclosed) was mailed to you decliningyour request. A representative also spoke with you on that day to advise you ofthe reason for the decline. At that time you were provided with the contactinformation for the State of Florida Hardest Hit Funds Program to apply forhardship assistance as an alternative.• On January 5, 2015, we received a new request from you for hardshipassistance, and the account was assigned for review.• On January 6, 2015, a Welcome Letter and a letter confirming that we hadreceived your required information were mailed to you (copies enclosed).• On January 7, 2015, you were contacted and advised of the denial of yourrequest and provided the reason for the denial.• On January 8, 2015, a denial letter was mailed to you (copy enclosed).• On January 9, 2015, we requested a review of your account for the DebtExtinguishment Program. We were informed that the account was not approvedfor this Program due to the active foreclosure status.• On February 3, 2015, a representative informed you of the decline anddiscussed the decline reason with you.• On March 18, 2015, a letter was mailed to you advising that your property isscheduled to be reviewed for foreclosure referral (copy enclosed).It is SunTrust's policy to offer its banking products and services, including creditproducts, 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 honestlyand transparently disclosing the associated costs and fees. Our goal is to providevalue to our clients, protect their interests, and assist them in selecting the products orservices that meet their needs. To that end, we scrutinize our disclosures to ensurethat they are clear and understandable; verify that information provided to our clientsis complete and accurate; and listen to our clients' expressed needs. We providecomprehensive training to our employees and perform ongoing monitoring to ensurecompliance with Consumer Protection Laws and Regulations.We take allegations of unfair, deceptive, or abusive acts and practices seriously anddo not tolerate these actions from any employee.Mr. [redacted], due to the severity of the delinquency of your account, our ConsumerHome Retention Group (CHRG) does not have any hardship solutions to offer you atthis time. If you have any questions about your account, please call our CHRG at[redacted] A representative will be glad to help you.Sincerely,[redacted]Assistant Vice PresidentClient Advocacy Team

Business

Response:

Dear Mr. [redacted], We have received and reviewed your recent correspondence forwarded to us from the Revdex.com regarding our March 31 response concerning your above referenced account. We appreciate the opportunity to review your case again and respond to you. Our records reflect that you contacted our Consumer Home Retention Group (CHRG) on December 4, 2012 to request hardship assistance. At that time, you stated that your mortgage modification request did not have a final approval and also that the mortgage payment was past due. The representative with whom you spoke suggested that you CHRG once the mortgage was brought current or the mortgage modification was completed. At the time of the initial request, according to our guidelines, we were unable to review any request for hardship assistance due to the delinquency of your mortgage. On December 8, 2012, you were sent a letter (copy enclosed) stating that the account was not eligible for modification. There was no follow up contact from you after December 4, 2012.Several attempts were made to contact you in May and June 2014. Voice mail messages were left, but we did not receive any return phone calls from these attempts. It was not until we contacted you on June 23, 2014 to offer hardship assistance that you informed the representative that your mortgage had been modified. (Please note that we have no record of receiving or being notified of your modification approval with your mortgage company prior to the phone call initiated by our representative on June 23, 2014.) The representative then explained the process for our Hardship Assistance Program, and advised you of the documents that were needed to consider your request. On August 13, 2014 we received all of the required documents, however, upon review, it was determined that we were not able to approve assistance at that time. The file was reviewed again on January 5, 2015, and it was recommended that we decline the request for assistance. It is SunTrust's policy to offer banking services and products, 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. Mr. [redacted], as stated in our response to you dated March 31, 2015, CHRG does not have any hardship solutions to offer you at this time. If you have any questions about your account please call our CHRG Department at 866.519.3479. A representative will be glad to help you.

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.The fact of the matter is I applied within the prescribed amount of time when asked about the disposition of the first I stated the honest truth - it too was being modified. No one ever told me that there was a specific amount of time before my modification application would not be entertained, I was simply told that once the first was resolved I should then provide the documentation from that mod so that Suntrust could better a certain how to approach their modification . Furthermore I could not dictate to [redacted] how quickly they should act on my modification because Suntrust has a specific amount of time. That said I will inquire with all the sources you've provided with the hope that one of them will come to fruition.

Regards,

Review: I had my suntrust account hacked July of last year it was suppose to get close in July of 2014 when I got my money back the account never got closed and there person who hacked my account did more trans action I had to go into the back and spend hours correcting it it finally got closed in dec then in jan I had to go back in again cause there were trying to charge me for the late fees from dec to jam when I thought the account was closed spent more hours in the store to correct this had to take time off of work now a yr later after the fact I get a call again from collections saying this account is now in collections again and I need to pay I don't know what else to do with these peopleDesired Settlement: For this account to finally get closed correctly and I never have to hear about it again

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 June 17, 2015 I initiated a request with Suntrust to obtain a refund on my behalf in the amount of $125 for a transaction that I made through [redacted] in April 2015. The merchant had attempted to issue me a refund directly through [redacted], but was unable to do so because there was an error message that she continued to receive regarding an issue with my bank card. [redacted] agreed to the 'chargeback' on or about June 28, 2015. However, after repeated contact with Suntrust, I was repeatedly informed that the investigation was still in progress, and could take up to 60 days. The 60 timeframe has expired, and I have still yet to receive the credit back to my account from Suntrust.

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 my debit card # and PIN stolen on 7-17-15. Between 7-17 and 7-19, someone used my information to withdraw almost $1200 out of my account. Suntrust intially assured me that I would be reimbursed after an investigation. At the end of the investigation, however, Suntrust decided that the incidents were not fraud and denied my claim. After 1 missed call, I never heard from Suntrust again despite calling the person back (404-813-2575) 8 times starting an hour after the missed call and leaving multiple messages. When I called the number given by the fraud dept, I was told that the claim was denied but not given a reason. I was told a letter had been sent that day (7-31-15). I also asked for documentation as well as an opportunity to speak to someone. After being placed on hold for several minutes, I was told that a Request for Documentation had been submitted on my behalf and that I would receive the documentation in 3-5 business days. As of 8-11-15, I still have not received any letter or documentation that I was promised (though the multiple overdraft notices as a result of the fraud were delivered to me the day after they were sent). I went to a local branch on 8-6-15. I was unable to receive any information other than the times of the fraudulent transactions and a request for a dispute. One of the addresses I was given on the original Affidavit of Fraud was incomplete. I have still been unable to receive a complete address from Suntrust. This has made it difficult to properly file a police report, as I can only search the internet and try to find an address that is nearby that matches. Throughout the process, Suntrust has lied to me and treated me as if I am a criminal, not a victim. I have been a loyal customer for over 10 years and do not deserve the horrible customer service I have received from Suntrust. I understand the law to be that Suntrust must reimburse me within 10 business days of when I reported the fraud.Desired Settlement: I am looking to be reimbursed for the money stolen from me, as well as all fees charged to me by Suntrust, including the non-Suntrust atm fees from the fraudulent transactions as well as the overdraft and extended overdraft fees charged to me by Suntrust during the process.

Business

Response:

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

to us from the Revdex.com regarding alleged unauthorized transactions on your above

account. I appreciate the opportunity to respond.Your comments about the level of service you received from

our representatives are very important to us and were shared with the

appropriate management. I understand this has been a frustrating situations for

you, and I apologize for the concern and any inconvenience caused. Our records show that on July 17, 2015 an ATM cash

withdrawal of $420.50 and two non-SunTrust ATM fees totaling $5.00 ($2.50 each)

were debited from your Everyday Checking Account. You notified us on July 19,

2015 that you did not make these ATM cash withdrawals because you lost your ATM

card and PIN prior to the withdrawals being made. A claim, Case [redacted], was

established for investigations.On July 20, 2015 there was one pending ATM cash withdrawal

of $403 from July 19, 2015 and three non-SunTrust feels totaling $7.50 ($2.50)

that were debited from your account. You withdrew the remaining balance of

$137.04 on July 31, 2015 to close the account. These transactions are reflected

on your August 12, 2015 statement (enclosed). Because the withdrawals were made

using your PIN the case was denied.We reviewed your case again and based on the information you

provided and that they withdrawals were made using your PIN, the case was

denied as explained in the July 31,2 015 letter from our Fraud Assistance

Center ([redacted])Our records reflect that on August 25, 2015 we received

copies of the police reports and referred them to our fraud department for

review. The fraud department will notify you of their decision after completion

of their investigation. [redacted] we hope the

information contained in their letter will alleviate any further concerns, if

you have any questions or need further assistance, please contact our Fraud Department

at [redacted] and a representative will be glad to help you. Thank you for

banking with SunTrust.Sincerely,[redacted]

Consumer

Response:

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

Suntrust has finally given me a reason that they denied my fraud claim; however, I still did not receive documentation of how they came up with this decision. I requested this documentation initially on July 31, 2015 when I initially discovered that Suntrust had denied my claim. They included the initial letter that was never sent to me, but no documentation of why other than my PIN was used in the fraudulent transactions. The bank is still holding me accountable for fraud against me, even though they advertise that my debit card has 0% fraud liability. I am not a criminal, and it is unacceptable for Suntrust to treat me like I am.

Review: They charged me 7 overdraft fees for a total of $252 when I had money on the account.Desired Settlement: Put my money back into the 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:

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.

Review: I made a purchase through [redacted] for Dragon Software, a headset, and a book for $120.70. On 01/29/2016, I noticed that my debit card was charged twice in the amount of $120.70 for a total of $241.40. I contacted Latasha via chat and she was not helpful at all. This is the second time that Suntrust has held my money hostage through purchase authorization charges (once for Sears.com purchase and one for Amazon.com purchase). I want SunTrust to credit my account for the $120.70 they took without my permission for a purchase authorization charge.Desired Settlement: Credit my banking account with $120.70 for the purchase authorization charge they took out without my permission.

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: In 2015, a fraudulent account was opened in my name. We called Suntrust bank and told them about this. Theu promised to close the account, but we keep getting account statements. We have called numerous times to get this account closed, and every time we are being told that this account is closed, however every month we keep getting account statements for an account that is supposedly closed.Desired Settlement: Wer want this account# [redacted] closed. We do not wish to receive ANY acount statements anymore!!!!!!!!

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: Back on Jan 23rd 2014, I requested a refund of 500 dollars from a travel agency, the agency stated that refund was requested through [redacted] and the refund would be sent to the bank in which the card I used was affiliated (Suntrust). At this time I then contacted the bank about two weeks after the request was made to see if the funds were received because the account was closed due to an amount owed on the account, prior to this request I had already paid suntrust 425 dollars towards what owed them and still had a remaining 216 dollars left to pay. I called spoke to the recovery department, which look into the account and stated that no funds from [redacted] , travel agency or affiliates were received. I was also advised by the rep that funds received would pay off what I owed and what was left over would be sent back to me, I was fine with that. For over 90 days now I have been going back and forth between the travel agency and suntrust with one stating that funds were not received to funds were not sent , sent on the phone for countless hours trying to find my money. The last time I not only spoke to e rep but have been speaking to management and still have not been able to locate my money. I received an email from the travel agency given stating the refund was sent to suntrust and never returned and these were the reference numbers I was given, for whatever reason because the numbers are long it wont let me input in the complaint, but I have those.Desired Settlement: I would like my full refund and possible, have the 216 dollar amount I owe forgiven, if not forgiven then my full 500 dollars refund paid to me via check. I am moving in two days and will no longer be in ** but will be moving to [redacted] and you can call to obtain that information.

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:

[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 went into a local branch on 9/12/14 and was assured that my overdraft protection was set up to take funds out of my savings account. This week I was charged $108 in fees when my account was not in the negative and my balance even after the last transaction that I was charged a fee for was well over $30! Then I was told on the phone that I was charged these fees because my account was never set up for overdraft protection and I had "pending" charges! I have been with suntrust for years and have NEVER been charged like this! And now to add insult to injury I have been charged an additional $72 in fees! The customer service is horrible and extremely unhelpful! After spending over 45 minutes on the phone and being made late to work I was told that I would get a call back on Monday or Tuesday! This is horrible customer service! I have never felt so disvalued or disrespected as a customer! I will be looking to change banks very soon!Desired Settlement: I want all the fees refunded due to bank error! Therefore, I want the $108 and the $72 refunded to my account! I also want my overdraft to come out of my savings since the money is sitting there!

Business

Response:

We responded to [redacted] by letter on October 3, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

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 complaint is how the bank can get away with rearranging the way you spend your money to better suit them. We use our debit card in a certain order, it should be processed in that same order. All day Tuesday, my account had several hundred dollars in it, I used my card a few times over the holiday weekend. Then, at ten-minutes-to five o'clock, a merchant posted a large debit, two days early, sending my account into the negative. It gave me no time to make it to the bank, even if I had the cash to deposit. But instead of posting my transactions in chronological order, the bank puts that large one first, making the small ones accrue an overdraft fee. When I spoke to the lady at customer service, she explained to me that it was their policy. I understand that policies have to be in place. But, when a customer calls ahead trying to get a company to work with them, shouldn't the company be willing to help? I was informed by both, representative, and supervisor that there's nothing that could be done. She also explained to me that anything in a 'pending' status, means the merchant hasn't actually removed funds, they've only, "reserved" them. So, why should the customer be penalized when the funds haven't actually been removed, just reserved? If the bank did not rearrange the way I spent my money, I wouldn't be over 400 in the negative, which is mainly bank fees. Again, my complaint is how Suntrust can rearrange the way I spend my money, so that they can get as many fees in as possible. I also must state, that a lot of the fees are greater than the actual debit. Shouldn't the fee be a percentage of the amount covered, rather than a set rate?!Desired Settlement: I want all of my overdraft fees removed.Being a single income family, we cannot afford over 200 dollars in fees.

Business

Response:

We have responded to our client Ms. [redacted] in writing today, June 3, 2013. Since Ms. [redacted] did not provide written authorization so that we may share our response with you, please contact the client directly with any questions you may have. Thank you for allowing time for Ms. [redacted] to receive our correspondence.

Review: Hi, I need to make a complaint about Suntrust. On the evening of May 25th 2013 I was showing a balance on my online account of about $40. I made a withdrawal of $20 with a $4 ATM fee. I made a purchase at [redacted] of about $13 which left my balance at around $13. It shows this until May 28thI then check my online account and it shows a $108 overdraft fee and 8 transactions saying they were placed on May 28th which they were not. I called Suntrust and they told me Saturday and Sunday were days that would not show recent transactions. However notice May 27th is Monday in which it still showed a positive balance. I purposefully did not use my debit card so I would not overdraft. When I was on the phone with them I explained their system was inaccurate and asked for a refund of the overdraft fees. The customer service rep was not helpful at all, he said no he would not waive them and then read my transactions to me in a robotic manner. His customer service was horrible and I told him I wanted to cancel if I could not get the fees waived. He then transferred me to another department which was suppose to be a retention department to help me with the fees. That rep said she won't help me and there's nothing I can do. She was blunt but also rude and short with me. I was told I could go into a Suntrust branch and ask the fees be waived. I go to the branch and speak with [redacted] at the [redacted], [redacted] location. I told him that I had terrible customer service and the situation at hand. He said he will check with a branch manager and get back to me. He never did. So I called him a week later and he said we cannot give you a refund because you've had $[redacted] credited since your account was open. My account has been open for 7 years. This is terrible customer service, the reps are rude and nobody cares about your business. All I am asking is a refund of an overdraft fee of $108. I was charged incorrectly. Please help! Thank you.Desired Settlement: $108 dollars. The overdraft fees assessed on May 28th,2013.

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 June 14, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Review: I don't even know where to begin, as this complaint includes multiple individuals and multiple departments within Suntrust... each one of them completely lazy, unhelpful and dishonest.I applied for a mortgage loan back in April of this year. Since that time I have been lied to repeatedly by the Loan Officer, Loan Officer's Manager, Processor and Processor's Manager. Each one of them has done nothing but stall, mislead and outright lie to me from day one.Let me start by saying that I have an 800 credit score, am putting nearly 30% down on the home and have had stable employment for many years. I am every bank's dream customer. I also happen to be a Loan Officer with another company, so I know EXACTLY how this process works. I was only going to Suntrust because my company doesn't do the type of loan that I applied for.Today marks day 93 of this process. I still don't have an approval on my loan. Every day I get a new story about why the things that were promised to me the day before haven't been done and why the things that they told me one day turn out to not be true when I speak to someone else the next. This has happened not once, twice, five time, ten times... I've lost track of the number of lies told to me... I stopped counting when the number got into the 40's. That was over a month ago. Some examples (most, if not all, can be documented in writing):Loan Officer - lied to me about time frame needed to complete the loan, the debt-to-income ratio that was allowed, the lock period, the payment for the appraisal and about submitting my paperwork when he received it in a timely manner.Loan Officer's Manager - lied to me about making phone calls to other people within the company and about getting back to me in a timely manner. He just stopped answering or returning calls.Processor - lied to me at least 25-30 times about time frames for Underwriting and denied saying things after she said them when pressed about it. Processing Manager - lied to me about multiple issues.Desired Settlement: First and foremost I just want my loan approved. They have over 80 documents from me encompassing over 500 pages worth of pay stubs, bank statments and other such documentation. We easily qualify for this loan and have documented it over and over and over. Again, I am a Loan Officer myself, so I know what is required to close a loan. They have it and then some, and they have for a long, long time. I would also like a formal apology from Suntrust, but really, I just need my loan to close.

Business

Response:

Dear **.[redacted]:

We have received and reviewed the correspondence that was forwarded to our office from the [redacted] ([redacted]) and from The Revdex.com Serving Central Virginia Inc. (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to look into the issues raised and to provide a response to you.

Our records indicate that we received your previous correspondence from the Revdex.com regarding your concerns and responded to you. We are glad that we were able to close your loan on August 13, 2013.

In your correspondence to the Revdex.com, you also asked about the flood insurance requirements. Please know that it is a federal mandate that we inform you when the property is determined to be in a [redacted] ([redacted]) and that flood insurance will be required. Prior to disbursing funds for any vertical structure, acceptable proof of flood insurance coverage and a [redacted] (from you or the builder) is required.

We are sorry to learn that you believe that SunTrust Mortgage Inc (SunTrust) employees may have engaged in dishonest or discourteous behavior. We certainly regret if you left with an unpleasant experience. Our policy at SunTrust is to engage in professional and courteous behavior at all times and to comply with all applicable laws and regulations.

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. 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 [redacted].

Every SunTrust employee is responsible for ensuring adherence to [redacted]. 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.

**.[redacted], if you have additional questions regarding the closing of your loan, you may contact your loan officer, **.[redacted] at [redacted]. If I may be of assistance, you may contact me at [redacted] Monday through Friday from [redacted]., ET.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Review: I made a fraud claim # [redacted]? back on 8/31/13 and the employees have yet to assist me with this matter. I have dealt with [redacted] never responded to my calls to her and only foward my email to a superior [redacted] who said it would take 60days to have the funds place back into my account that was taken fraudly from aliexpress . I did not authorize this company to take this money out my account, I emailed [redacted] on 10/21 and receive a email back saying she will not be in until 09/07/12. yes 9/07/2012? this is what a customer has to go thru to get help about a fraud case. I did everything and supply all the proof that I did not did this purchase. and noone seems to help me. I even emailed hagen william and noone seems to replyDesired Settlement: I need to know if the funds were recovered from the merchant it has been more then 60days.

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.