SunTrust Bank

Review: I purchased a phone on Sunday, February 16, 2014 online from [redacted] using my debit card. Suntrust deducted the money electronically and automatically for $ 535.00. Thursday February 20 the money was added back to my daily balance and not held as a pending transaction. Suntrust then reversed the credit on Friday afternoon. I contacted the bank to find out the reason for my account to be $-73.00. Suntrust reps said the $535.00 could only be held for 3-5 business days and was returned because the merchant never collected funds until Friday. My problem is that Suntrust posted back to my daily balance as a deposit/credit and not a pending credit. They knew that [redacted] had not been paid yet credited my account as if the transaction had been canceled. So I was using my card not knowing this account was still not paid. I even have requested NO overdraft protection. They are trying to process the payment now. They are blaming the merchant for not collceting in a timely manner, but I used money that was truly not available to my account. now my account is overdrawn.Desired Settlement: Any amount in the daily should really be available and not pending. And if merchant does not collect in the 3-5 window the transaction should be canceled

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: 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 have been with Suntrust for a couple months and this month I was balancing my checkbook and found my account overdrawn. Went to a local branch and they stated there was nothing they could do. They have charged me 9 $36 overdraft fees and most of them were when I was not negative and due to these charges it has put my account into a total negative tailspin and now am sitting over -$700. I have called the 800# and no one could give me any good information as to why I was charged these charges when I had plenty of money in my account to cover everything. Tried to speak to the local bank manager but she left as I was waiting to speak to her and I have not heard back since Friday 10/16/15.Desired Settlement: Since no one can show me why the first 4 $36 overdraft charges were filed on 10/13/15 while I was positive in my account they should be refunded, which in turn would abolish the other 5 $36 overdraft charges and a $12.50 overdraft protection fee and this in turn would turn my account back into the positive and would eliminate my negative balance. I would like to see my account with a zero balance and then have it closed completely.

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Consumer

Response:

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

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

Regards,

Review: I had made a deposit on 5/4/15 at one of your ATMS in MIAMI in the amount of $500 USD thinking my account was now positive again it made my account negative according to the rep on the phone because it was done after business hours. At this ATM there is NO sign that states the time. The rep on the phone was rude (you can listen if you record) that she was doing me a favor one time by only giving me back $72 out of the $216 ya;ll charged me even though I had the funds in my account. I am wanting a FULL refund.

Thank you!Desired Settlement: Refund my other $144

Business

Response:

We responded to Mr. [redacted] by letter on May 19, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

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: I opened an online account and then proceeded to sign up transfers to my credit union using Suntrust transfer service. I set up my transfer to take place on 8/1/2014. I recorded emails that the transfer would take place on 8/1. Suntrust didn't take the funds from my account on 8/1 bit instead they devoted my account on 8/4. The transfer amount was larger than any of my pending transactions, so they posted that transfer first, even though I had pending transactions before 8/1 but they came in on 8/4. They charged cleared out my savings account to cover the transfer amount and then charged me $600 in overdraft fees to pay all the other pending transactions, as they posted. If they had posted from low to high or even based on transaction date, I would of only incurred a $36 fee. They refuse to acknowledge that the product they push on consumers is flawed because they do not debit the amount from your account on the day you request and the date that they communication from them states they will. They refuse to return any of the fees and blamed me, for their mistake, which they don't acknowledge. I had on several occasions informed them, prior to this incident that they never provided me with disclosure statements or a welcome kit, as I was told I would receive in the mail. I had no idea their policy was to post high to low and furthermore, this is predatory banking. I am unable to pay the necessaries that I need to survive and will either do without food for the next two week, as well as lights or risk having my car repossessed because they took my bill money from my direct deposit to pay their fees. I cannot speak with a branch manger because no branch owns my account, since I opened it online and 2 of the 3 branches in my area do not even have managers anyways! I believe they are making money from how they process debits and they also are unwilling to acknowledge the emails they sent me, which expressly say that the amount would be debited on 8/1 and not 8/4. I am escalating this to the attorney general, office of the president and my governor, of they continue to refuse returning my money! They won't even make an attempt to help me, other than saying they can only pay me back $36 of the $600 they took! I was even told the transfer wouldn't post,since the funds weren't there by a customer service rep but that was a lie. They posted it to my account because they knew they would make money on OD fees. I should of been advised of all of this when I signed up for transfer service.Desired Settlement: Please return the overdraft fees and fix the banking product you push on your customers. In this modern world of technology, if you say and I approve a transfer on a particular day - honor that date and don't blame system issues for your mistake for taking it at a later date and then charging customers for it! The communication you send out states one thing and you do another. I am a single mom, refund my fees that you should of never taken.

Business

Response:

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

Please close this case on your records.

Review: I am having a huge issues with false overdraft fees that the bank refuses to refund. I check my account and noticed that my bank had charged me 5 overdraft fees for 2 overdrafted transactions. When I asked them about it, they listed off the 5 transactions that caused the fees, none of which were overdrafts. According to my actual bank statements, only 2 items were overdrafted, yet they are telling me that other items that were charged (I had sufficient funds for these items as my bank statement proves) caused these fees.Desired Settlement: I would just like to see a refund of the 3 fees that should not have been charged, which totals $108.

Business

Response:

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

Please close this case on your records.

Review: I had decided to make a deposit of a check via the mobile app. On the mobile app there is a statement at the bottom before you start the deposit that states "Any checks deposited before 9 pm ET will be credited to your account the same business day". I called, and supposedly no one could help me, and the last rep told me that if there were any other banking questions that she'd be glad to assist me, so pretty much to sum up the call, she disconnected "hung up" on me. I thought I'd give SunTrust bank a chance even though I heard bad things to start with, but I sincerely regret my decision to bank with SunTrust, and I will make sure every one knows of my complaint and how my situation of being handled like a piece of trash by SunTrust banks.Desired Settlement: SunTrust can either Arbitrate, or I can take this matter to court.

Business

Response:

We responded to [redacted] by letter on July 25, 2014. If you

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

Sincerely,

Review: During the last week of July, I received three unauthorized payments via [redacted] from my Sun Trust checking account. As these payments were unauthorized withdrawals, I immediately rectified the issue with Sun Trust, who informed me that I should take the issue up with [redacted] first, which I did, and then I was told by Sun Trust that the overdraft fees that were incurred as a result of the unauthorized withdraws would be rectified and removed from my account. It has been nearly 3 weeks since that occurred (and [redacted] did in fact confirm that the three transactions were in fact unauthorized, and credited the amounts back to my account). I recently called SunTrust to inquire why the overdraft fees were not credited back to my account, and they claimed that no record existed of any sort of fraudulent investigation was taking place for my checking account and the unauthorized [redacted] transactions.Desired Settlement: I simply want the multiple overdraft fees (7/27, 7/27, and 7/29) reversed in my checking account, as originally promised by the agent I spoke with on the phone.

Business

Response:

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

to us from the Revdex.com regarding overdraft fees assessed to the above referenced

account. I appreciate the opportunity to respond.Our records show that three items from [redacted] posted to your

account against an unavailable balance between July 23 and July 28, 2015. These

items were for $8.00 on July 23, $6.95 on July 27, and $1.99 on July 28, 2015.

While a $36.00 overdraft fee was assessed for each of the first two items, no

fee was assessed for the last transactions because it was under $5.00. Although

we do not show that [redacted] credited there items to your account, we have

refunded $72.00 in overdraft fess as a courtesy.If you would like for us to set up a fraud claim for you

regarding the [redacted] transactions please call our Fraud Assistance Center at

[redacted]. They will research the disputed transaction and respond to you with

their findings.[redacted], I hope the information provided is helpful to you.

Should you have any questions or concerns, please feel free to contact us via

your Online Banking Profile. Call us at [redacted] or visit any SunTrust branch.

Our representatives will be glad to assist you. Sincerely,[redacted]

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.

Review: I was charged an overdraft fee for a check that cleared after my direct deposit.Desired Settlement: Refund the $36 you charged me. I have proof the check cleared after my direct deposit. Clearly this is just a way to charge me. I also promise to close my account and you will never have to deal with me again. I just want my money you stole before I depart!

Business

Response:

Re: Revdex.com complaint# [redacted] SunTrust has responded to our client but cannot share the response with the Revdex.com a& 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.

They emailed me to say they were looking into it but never heard back. You can close case since it seems they found a way around Revdex.com complaint process and I will need to continue my efforts with consumer finance bureau

Regards,

Review: We signed up for a SunTrust bank account due to an online promotion that offered $200 if you open an online banking account and make certain deposits online within a pre-specified time window of 2 months.

However, after almost a month we are still unable to open an online banking account. By now, we have deposited money via customer service to activate the account and received checks and debit cards. Yet when we try to create the online banking log in, the process gives us an error about mid way through and says call a representative.

We have called multiple representatives and visited a SunTrust branch in person, but they all try the same fix - resend online banking invitation e-mail - which does not work. When it doesn't work, they send us away with the promise that it should work later (but it doesn't!) This process has cost us hours of our time, and it seems unlikely we will be able to get the $200 promotion that prompted us to sign up in the first place. The whole thing feels like a bait and switch.Desired Settlement: We would like SunTrust to successfully establish our online banking account (without hours of talking to customer service). Once they set up our online account, we would like the full amount of time initially offered to make the deposits needed to receive the $200 promotion (2 months).

Business

Response:

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

Review: In Jan 2015, I began noticing fraudulent activity on my checking account. I attempted to rectify this with SunTrust on multiple occasions. This stretched on until midsummer.

In Oct 2015 I made a single cash advance from my credit card account. It was the first time I've done that. On Nov 3rd, 2015, I noticed two unauthorized cash advances from my credit account to my checking account, totalling $230. I contacted SunTrust and was told a case was opened and it would take 30 days. They never contacted me at the conclusion. I contacted them multiple times in Jan 2016, and was repeatedly told my case would be forwarded and I'd receive a callback. I never received a call, nor postal correspondence. I was eventually told I was responsible for the two cash advance fees and interest charges, because I didn't move the money back. However, I was never advised to move the money myself, and in prior incidents they had moved the monies. I had no way of knowing they handled credit accounts differently. After struggling to speak with outsourced reps, I finally spoke to someone claiming to be from corporate, who offered no assistance. This individual suggested locking my online account. I specifically refused that repeatedly, as it doesn't help me. It actually hinders my ability to monitor the accounts myself. I had given up on recovering the fees and charges, but I tried to log into my account only to find they had locked it anyway. At this point I know I can't get any real help from them.Desired Settlement: I'm not 100% sure what can be done now. I want the account unlocked. The cash advance fees only totalled $20, and the interest isn't a massive amount. Again, I had given up on recovering that. I just need help.

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 Consumer Loan Payments company illegally repossessed, my vehicle. Not once but twice. The first time they repossessed the truck without any notice of default. We received the default notice 2 weeks after repossession. This last time they repossessed the truck illegally. I went to the bank and made payments that did not show up on their system at the main branch. I then made another payment for the current month and was told by a banking official at the [redacted] Location that my account was up to date and paid in full. I then went to the repossession company and tried to get my truck released with the code the bank provided and the company told me I had to pay a $75 fee which the bank told me I did not have to pay. Because the bank person said the vehicle should not have been repossessed, and I did not have to pay anything to retrieve it. When I decided to pay it, I was then told the release had been revoked. I still do not have my truck, lost income from two family members for missed work to clarify this situation and to top everything off, The tow company was rude and not giving of information to my mom whom I asked to call to find out hours of the tow company. Premier Finance Adjusters. Their employees at both locations suck! The only helpful employee is [redacted] at the [redacted] Branch of SunTrust Bank. When the branch screens do not match the Main Branch screen there is a problem. I only owed for 23 of May and the June payment just came due. I made the full payment was made via my bank but the account numbers did not match and the payment did not go through. The notice of my payments that I received was dated May 26, I received the statement on June 29th, after the due date of my payment.. I paid $337.32 in June according to that statement I owed $200 for May and all of June fro a grand total of 568.66. They are not timely in notifications, the illegally repo vehicles. Now they want me to pay the remaining balance of $10,339.Desired Settlement: I want my [redacted]HD truck back. I want them to pay all repo fees I've been charged from both instances. The gas used to drive my vehicle to the repo lot. The stolen Reese hitch sleeve, from the first repossession. all fees the bank charged me that made me pay more than I had to on the first repo. I had stet up payment arrangements that the bank offered me and they revoked them the day of repossession. Payment was due in one week and they made me pay it early, causing a hardship on the whole family and putting at risk my Military service. (No vehicle to get there.) I want them fined for aggravation and harassment.

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 deposited $16 on Feb 14 to my bank account. It has yet to appear and my account is now negative. When calling to complain, customer service was poor, and long and I had to hang up. UnacceptablemDesired Settlement: I want my 16 dollars 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.

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 husband and I opened this account due to the fact that they had an agreement with my husband's employer regarding direct deposit. This account very rarely was in the positive for a balance due to their unfair practice of debits before credits. My husband's paycheck ranged anywhere between $850 - $1,300 weekly and after his check was deposited we were lucky to be left with $200 due to the excessive overdraft fees. I would call to check the balance every day, sometimes 5 times a day when it was payday, and there were times when his check wasn't direct deposited to the account until the NEXT night, even though it was supposed to be by midnight that day. Needless to say, I closed this account with what I thought was a 0 balance. It is now in collections and they sent me paper work to prove to me this is my debt. This paperwork shows that this account was closed with approximately $100 owed to me, and that the last transaction on the account was 7/20/10, yet I was being charged NSF fees all the way through to 9/08/10. How is this even possible?? Now they are saying I owe them ANOTHER $1,663.05 in overdraft fees that the account managed to accrue when I wasn't even using it??? It also shows that I have a $1,633.05 closing credit.Desired Settlement: I want this cleared to a zero balance, as it should be, and taken off of my credit report.

Business

Response:

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

to us from the Revdex.com regarding the status of the above referenced account. I

appreciate the opportunity to respond.You mentioned that your account was closed on July 20, 2010

with about $100 owed to you. Your statement dated July 20, 2010 shows your

account was negative $863.05. Transactions continued to be presented against

the insufficient balance in the account through September 10, 2010, when we

closed your account with an owed balance of $1,633.05. I have [redacted] statements

showing the transactions from June 18 through September 20, 2010 for your

review. Based on this information and that items were presented for payment

against insufficient balances, we have determined that the assessed overdraft

fees are valid and will remain.Your account is currently with the collections agency **

[redacted]. Should you want to discuss a possible settlement offer, please call **

[redacted] at [redacted], we hope the information provided is helpful to you.

If we may be of further assistance, please don’t hesitate to call our DDA

Recovery Department at [redacted]. A representative will be glad to help you.Sincerely,[redacted]

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: 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: Spoke with a Representitive ([redacted]) of Sun Trust concerning the maturity of my current loan.I was given options on how to take care of the balance. I told him that I would be refinancing my house and could pay off the loan in that capacity and should have the money by the end of November. I specifically asked if there would be any penaltys or additional fees asoosciated with this option. His reply to me was no as long as the loan was satisified within the 30 day term date (11/11/14)"the only fees would be accrued interest" which I agreed to pay. I received the money and called Sun Trust on 12/3/14 to get a payoff and take care of my obligation (spoke to [redacted])After receiving a fax with the amount and payoff instructions,I noticed that there was a $500 late fee which he neglected to tell me. I called back and spent 43 minutes on the phone with [redacted] who tranfered me to [redacted] ([redacted]) who said he couldnt help me but "I could mail in the chck without the late fee and see what happens??" I asked that I talk to his [redacted] and he proceeded to give me a phone number to call([redacted]) After another 33 minutes of waiting and being passed around,I was told I would get a call back.I waited two days without a call,and called again. I spoke to [redacted] (who couldn't help but was very nice) said that they were still waiting on the facts and hadn't received any information yet!After another 32 minutes on the phone explaining myself and the situation again,she emailed "her" [redacted] - who wouldnt talk to me or provide me with a number to speak to her- she said that she would possibly give me a call back that day. I haven't heard from anyone except the excessive phone calls from people that harass me from the collection dept.!!! This has been the most time consuming,annoying,and unpleasant experience that I have been involved with. The only thing I want to do is payoff the loan, receive resolution,and move on!Please contact me if you have any questions. [redacted]Desired Settlement: I would like for the $500 late fee removed along with the accrued interest that has been added on a daily basis trying to resolve this matter. I would like to pay the current balance ($20,374.97) based on the fax that was sent to me on 12/3/14.Please contact me if you have any questions.Thank you,[redacted] cell

Business

Response:

Re: Revdex.com complaint [redacted]We responded to [redacted] complaint by telephone.[redacted] called for the payoff amount in his account. He wasgiven incorrect information regarding the payoff amount and the amount he sentwas wrong.SunTrust accepted he short payoff amount and contributed theremainder of the payoff amount due to bank error.We reported the loan paid in fullThe client was glad.