SunTrust Bank

Review: I submitted a mobile deposit on 3/11/15. Suntrust put a hold on the deposit and refused to release funds. I have put numerous checks in varying denominations in my account from this account and never had this issue. I have multiple transactions that will post in the 7 day hold interim. Most of the representatives were rude and refused to help. I was told different responses from EVERY representative I spoke with! I have never been treated so poorly.Desired Settlement: funds to be released and all resulting overdraft fees returned.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Ms. [redacted] by letter on April 2, 2015. If you have any questions about our response, please contact Ms. Thompson. Sincerely, [redacted] Vice President and Manager Executive Services

Consumer

Response:

The issue was resolved IMMEDIATELY by my local SunTrust (West Beverly Street, Staunton, VA). They were a pleasure to deal with and PROMPTLY resolved the issue and were very apologetic. They provided SUPERIOR service to me and are an asset to SunTrust!!! The branch manager, [redacted], is the ONLY reason I will be staying with SunTrust!! She was phenomenal and provided EXCEPTIONAL service!

Review: Hello. My name is [redacted] and I'm from Naples, Florida. Last week, I opened a checking account with Sun Trust. I was really happy with how convenient your service of opening an account online. I am working about 70+ hours a week currently so I have had zero time to go into a branch. When I was finished and had made a small deposit, I actually thought it was a little too easy to do. I havent had a traditional checking account in 3+ years so I just figured that this is how its done now... Lol. The deposit of $50 I made was using my [redacted] Debit card. The transaction went through without issue and I immediately received a text from my [redacted] account that $50.00 had been debited.

The next day, a Saturday, I called 800-Suntrust in order to setup online account access. That was also very simple and in relative short time. I logged on and looked around to familarize myself to see to what extent I might use my new Suntrust account.

By the way, I needed and then opened this account with Suntrust in order to pay rent to my new landlord's property management company for my family's new house. They only accept rent payments directly from a checking account via ACH and I thought it would be better to have a traditional type of account to pay this with this method each month. I didn't have any experience with ACH debits with my [redacted] account nor was I sure if it was even possible to do. The only time Ive seen ACH used in the [redacted] account was with my direct deposits from my employer.

After looking around the site, I decided to go ahead and setup two more deposits into the new account. Due to moving my family into this new house, I was soon needing to pay a very large amount of money to this new landlord for the deposits, 1st/Last month's rent, etc. In order to help supplement the funds I had available in my [redacted] account, I made withdrawal transfers from the two lines of credit that I have with two other financial institutions that Ive had to use from time to time over the last couple of years. On their websites, I set up to have the funds from these two withdrawals to be deposited into my new Suntrust checking account. Each of the two deposits into the Suntrust account was for $1,000. Both deposits of $1,000 were setup to be transfered to Suntrust via ACH which I chose over having to pay for Fedex overnight delivery charges for a mailed check. So, by the third day of having my Suntrust checking account open and active, I had made a deposit of $50 the first day, set up an ACH deposit for $1,000 to my SunTrust account on the second day, and setup a second and seperate ACH deposit for $1,000 to my Suntrust account on the third day.

On Monday midday, I logged onto Suntrust Online Banking to look at my account balance. It was still zero which I thought odd. I had already guessed it would have taken longer for the two $1,000 deposits to appear but I felt like the $50 deposit should have been there in the account already. Planned to check it again that night.

During that same afternoon, I was told by my realtor that I needed to call the Landlord's management company that they needed anoth piece of information from me as part of the lease application and signing process. She needed to verify that the account information that I provided on the automatic withdrawals form for rent payments. She suggested that I call the bank and have them fax over a letter or do a three way call with my bank. She dialed the Suntrust 1-800 number that I provided to her and I went through the menu to a representative. I explained to the rep what I needed to do and why and after stating my account number and routing number and I stated that the other person on the call had my permission to hear my account information. I stated my account information, he confirmed those numbers, and then she read the numbers off my form to him and he confirmed. Went very smoothly and only took a few minutes. You Suntrust Representative was very courteous and assisted us perfectly for this account information confirmation.

That evening, I logged onto online banking for Suntrust to check on my three deposits. The balance was still $0. I planned to call Suntrust the next morning to find out what was wrong with the $50 deposit. I figured the other two $1,000 deposits would go through overnight. A couple of hours later, I decided to log onto online banking once more to see if the $50 deposit had come through. It said my password didnt match. I tried again and no match. I then hit the forgot password function and went through the steps to reset the password. Went to login with the new password and same issue. Reset password again and same issue. Then I opened the Suntrust app and clicked the reset password from there. I then got a warning that my account had been restricted and to call 1-800-Suntrust to resolve the problem. I figured I had tried the wrong password too many times and caused it to lock up like happens to all of us from time to time. I planned to call the 1-800 Suntrust number the next morning.

I called 1-800 Suntrust just before 9 am the next morning. The rep said he would unlock the account after asking me some questions. After some questions, he then asked to put me on hold to transfer me to an online account specialist. A minute later, the same man returned to tell me my checking account had been closed and Suntrust would be sending me a letter explaining why it was closed. I asked why it was closed. He said it was closed due to violation of Suntrust's rules and policies. He then said that my balance would be sent to me in the form of a check in the mail. He said that this was the only information he had access to. I said a check in the mail was unacceptable. He said I could visit any Suntrust branch and they could probably answer more questions and they could also write me a check for the balance of the funds. I was a little less freaked out after he said this thinking a branch manager could surely get this mistake straightened out....and it had to had been a mistake since this guy on the phone seemed to have absolutely zero information as to why I'm all of a sudden being told my account is closed. Around noon, I went to the Lely Branch which is located right across the street from the golf course community where I work, [redacted]. The person inside the branch said I just needed to sign a signature card and the account should be reinstated the next day. I filled out the signature card form. He talked to the branch manager in the office next to him who instructed him exactly what to do. He gave me a welcome packet, told me "not to worry that everything was gonna be ok and we will get this straightened out for you Mr [redacted]". He then wrote my cell number down, gave me his card, and said he would call me within an hour to let me know what to expect with my account. By 3 hours later, he had NOT called me so I called him. He said he knew nothing additional, he said to wait until tomorrow and the account MIGHT reopen and that if I had any further questions to call 1-800 Suntrust. I reminded him that that is who sent me to the branch. He said there was nothing more he could do because the online account system is a totally different system than what they have and that all he himself would do would be to call 1-800 Suntrust which is what I could do....he was singing a way different tune than earlier. So I hung up and called 1-800 Suntrust. A rep then totally refuted everything that this branch rep told me and that I could go back there and they would write me a check for the balance of the funds because there was a note on my account that they could see on their system at the branch. The note said I could pick up a check from any Suntrust branch....he said. I said I didnt think they would so he volunteered to call them for me. He out me on hold for about 10 minutes and came back to say he didnt know why the branch is pretending not to see the note on the account about writing me the check and that they said they would not write me a check because they didnt feel comfortable doing it. I asked if the guy could call a different branch again for me and he said yes he would. I gave him a branch near my house and he says "write the branch number down in case we get disconnected, Im going to out you on hold agsin like I did the first time"....about 2 minutes went by and some lady stsrted saying Hello, Hello. After some uncomfortable conversation trying to ask who she was and explain who I was, I figured out that the 1-800 Suntrust guy had done nothing but hung the phone up to dodge helping me with it and just connected me directly to the branch with zero advance explanation as to who I was and what was going on. I then told the branch lady I would come by tomorrow morning since they were closing within the next five minutes.

Tonight I did some research online on Suntrust. I found a ton of complaints from other customers in cases just like mine....except they had deposited checks....not ACH cash transfers like I had done. I read these complaints on [redacted], where I found this email address that Im writing to, all over the Revdex.com website, and on other various website. It seemed the ones who posted on [redacted] and communicated with you at this email address got some sort of help and that your dept was actually concerned and interested in resolution to the complaints. I hope you can help. I know the explanation above is long but I wanted to be as detailed as possible. It was easy to remember everything just because it is/was such a strange thing that has happened and the length that these people took to pass me around all day long while saying totally contradicting statements. I need to know what is happening and why, what can I do to get my account reopened and normal again, and how can I quickly get the funds from my account so I can make this rent and deposit payment. I would hope the account can stay open.Desired Settlement: I would like the balance of my checking account given back to me immediately OR the restrictions on the account totally lifted and immediately so I can access my funds.

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 Apr 2-2-16 I deposited a check for $2100 I was told funds will be available on. 2-9-16 on. 2-10-16 I went To withdrawal the. Money and. Was told my. Account was being closed and. I would receive. A check. In the mail at the end of their investigationand it would be 15 days after the close of the investigation the check I deposited has cleared on the bank it was written onI need my money today or an explanation or a date when my money is available thank youDesired Settlement: I want to go to my local branch and get the 2300 in my checking acct and. Then close all accounts.

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.]

I was told my money was being held until may 2 2016.. Was still not given explanation as to why ., call customer service to see if it would be available sooner was told no may 2 2016 still no explation as to why ... I want my money released immediately...

Regards,

Business

Response:

Review: Suntrust Bank is extremely slow to withdraw money from a checking account, from Debit transactions. I have 360$ in Excessive Overdraft Fees due to Suntrust not withdrawing money in a consistent manner, to which they were not flexible in any way to credit back any portion of the fees.

I have had Multiple issues with this bank with Overdraft charges. I will take responsibility for my part, but It seems very odd that Suntrust will wait 2 weeks to withdraw from my checking account right before my pay day. This latest instance 10 charges were billed to me in two days. They weren't lumped together as one overdraft but as 10 separate overdraft fees at 36$ a piece. This Bank is basically taking advantage of it's customers. I am reasonable enough to understand that I should take care of a portion of this, but 10 separate 36$ charges right before my pay day. Nothing like looking forward to pay day, knowing that a portion will be missing due to overdraft, then checking your account to see that your bank took out 360$ in two days in Fees Alone... Not to mention the items that take a ridiculous amount of time to post to your account. I use my phone and the Suntrust App to check my account. From time to time I check My balance. If I see 100$ is available and I take out 80$ is it fair that 10 items that were debited weren't accounted for on my statement! It is 2014, there is no excuse in the age of connectivity. I am going dig into Suntrust's business practices and find out exactly what they do to make sure this happens to people repeatedly.Desired Settlement: I would Like more flexibility from customer service to refund exuberant overdraft fees. At least Half of 10 separate 36$ overdraft fees. I pay for the items, I have direct deposit, why should I be penalized to this extreme.

I would Like Suntrust To Reimburse My account for a minimum of half the Overdraft Fees on my current monthly statement.

Business

Response:

SunTrust has responded to our client with a breakdown of the

overdraft fees and method as to avoid such fees in the future. We waived $252

of the overdraft fees.

Please close this case on your records.

Review: We have a checking account with SunTrust and they have repeatedly delayed deposits but continued to take out debits causing many overdrafts.

checking account with SunTrust for Overdraft fees

for the past 5 months. Dec. 30th over draft $36.00 and we do not know how many or amounts for February as we await the deposits to be in our account. Right now we have a $1272.00 balance with a available balance of -11.?? even if we do not have the $10000.00 check in at this time we still have the 272 balance and without the 200 deposit we still have 72 so how can that be -11 as available. since it showing all pending debits? This math does not make sense what so ever. We should have money in our account not deficit.Desired Settlement: On one occasion Suntrust did not deposit my direct deposit until almost noon when it should have went in at midnight. We currenly have two deposits that have yet to be deposited into our account, One is for $200.00 that we put in ATM deposit on 2/8/2015 and still is not completed. As a matter of fact on Feb. 14 in the mail we received a notice stating they were holding the $200 deposit due to the fact it was 02 code meaning over $5000.00 to be deposited. My math states $200.00 is not over $50

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 opened a Checking and Savings account online at www.suntrust.com on 1/12/15. I received an email from them on 1/12/15 at 12:24 PM thanking me for opening the accounts, giving me the account numbers and instructions for depositing funds into these accounts.

I called an actual Suntrust Bank located at [redacted], DC 20005 at [redacted] on 1/12/15 to ensure that the accounts were opened and were available for funding and was told that yes, everything was fine by Mrs. [redacted]. On 1/14/15 I went into the Suntrust bank location at [redacted], Riverdale, MD 20737 and made a CASH deposit of $[redacted] into the checking account ending with [redacted] (which I have the Deposit receipt). Also, my direct deposit from my employer in the amount of $[redacted] went into the account ending with [redacted] on 1/15/15 and a direct deposit in the amount of $25.00 went into the savings account ending with 7799.

I then went into the branch located at 1100 G Street, NW Washington, DC 20005 on 1/15/15 to make a withdrawal due to me not receiving my debit card yet and that's when I was told that not only were my accounts closed by the fraud department, but that I also could NOT receive my funds back that day and I had to wait until a check was mailed out to me and they had no date to give me in which that will happen. How can they tell me the account is okay to fund it, take over $[redacted] in cash from me knowing the account is noted to be closed without telling me anything, and then accepting my direct deposit the very next day leaving me with NOTHING on my scheduled pay date? This can't be legal! Now, here I am sitting 8 months pregnant with a scheduled baby shower on Sunday, January 18th that I have to cancel due to having no funds to get items and supplies needed after I've already paid for my location! They have all of my contact information and no one couldn't even call me to let me know this was happening so I could have easily just went to the Bank to get my funds back? Now I just have to wait until they decide to return my funds? I don't understand and find this to be very fraudulent. What is the legal way that this matter is to be handled because I'm out of over $[redacted] and I'm not only pregnant but a single mother of 2 other small children as well and have other bills that are due now. Please advise.Desired Settlement: I would like for my funds to be returned back to me TODAY! I am out of over $[redacted]on my payday which I have scheduled bills that are due to be paid on top of me having to cancel my baby shower scheduled for 1/18/15 and me losing my funds from the rental location.

Business

Response:

Re: Everyday Checking Account ending in [redacted] Savings Account ending tn [redacted] Revdex.com (Revdex.com) Case [redacted] Consumer Financial Protection Bureau (CFPB) Case [redacted] Dear Mrs. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com and CFPB regarding SunTrust's decision to close your above referenced accounts. We appreciate the opportunity to respond, The decision to close the accounts was a business decision made by SunTrust, as explained In the January 16, 2015 letter from our Fraud Risk Management Department (copy enclosed). We do, however, understand and regret the frustration caused by your funds not being available to you when you visited our branch. You may be assured that your concerns have been forwarded to the appropriate management area. Our records reflect that Checks [redacted] ($[redacted] for Account [redacted]) and [redacted] ($[redacted] for Account [redacted]) were mailed to the address of record on January 20, 2015. ft is Sun Trust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and non~discriminatory manner, and in compliance with all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. Mrs. [redacted], should you have any questions, please call our Fraud Risk Management Department at [redacted]. A representative will be glad to help you. We wish you well in your future financial endeavors . Sincerely, [redacted] Client Advocacy Team

Review: On 6/22/2015 I call suntrust band spoke with [redacted] to stop charges from a tre scalp med. after 30 long min. she assured me for the next 6 mo. there would be no charges on my account. I had previously contacted the tre scalp med company and they basically told me they would not stop the charges. on 6/29/2015 I noticed a charge pending on my account from tre sclap med again. I called suntrust and spoke with 2 supervisors first [redacted] second [redacted] who told me nothing could be done and the charge was going through. Then [redacted] told me only way [redacted] could have stopped charge was to cancel my debt card. Which she never nor did he offer to do. Because of the extremely poor customer service from these three agents I will be filing this complaint.Desired Settlement: do not charge the charge to my account and do not charge me extra to remove it. Honor what your employee promised

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 responded to an ad on [redacted] that falsely claimed [redacted] was looking for people to advertise on their cars, offering a $400 payment in return. After I emailed the contact, I was sent a check made out to me for $2,750, allegedly to cover the costs of both installing the advertisement and my first week's payment. The check was from Suntrust Bank on [redacted]. I was instructed to cash the check, take out my payment and wire the remainder to the "[redacted]" who was traveling from out of state to wrap my car. After I got the check in the mail, I went to my local branch of [redacted] to cash $2,350, which they allowed me to cash without holding any of the check. This reassured me that the check must be legit and I sent the cash through moneygram as instructed. Unfortunately, after I wired the money, I found out that the check was a fake and was left owing my bank $2,500. I know that this might not be proof that this branch of Suntrust Bank has performed any unethical or illegal business practices, but these large-scale banks seem to be focusing on new ways to hurt the customer rather than help them. I have no doubt that Suntrust and [redacted] are allowing these types of scams to happen to their customers when they authorize phony transactions and refuse to help their customers who have fallen victim to these scams.Desired Settlement: I only want the money ($2.750) from the fake Suntrust check redistributed back into my [redacted] checking account, so that I can have my balance back to zero and out of default.

Business

Response:

Dear [redacted]:

We have received and reviewed the correspondence that was forwarded to us from the Revdex.com regarding your request to be reimbursed $2,750 for A SunTrust check you cashed at your bank, which was returned as a counterfeit item. We are sorry for the frustration and uneasiness this matter has caused you.

I want to assure you that we are sympathetic to you as a victim of an apparent scam. Fraud is an industry-wide concern and SunTrust, like other financial institutions and companies, has become the target of fraudulent scams. SunTrust posts fraud alerts on our web site (suntrust.com) to help individuals become aware of the different types of fraud, such as online banking scams, which are taking place in our society today. In addition, we offer fraud protection services and monitor our clients' accounts to try to prevent them from becoming victims of fraud. Since you are not a client of SunTrust, we suggest you contact your bank to find out about the fraud protection options available to you.

Typically when non-clients contact us about fraudulent activity involving SunTrust checks, we direct those individuals to contact their banks to file fraud claims for the transactions.

It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible, equitable, and non-discriminatory manner, and in compliance with all applicable fair banking and consumer protection laws. SunTrust is committed to fairly representing its products and services while disclosing the costs and fees associated with such products with honesty and transparency. We provide comprehensive training to our employees and we preform ongoing monitoring to ensure compliance with consumer protection laws and regulations.

Every SunTrust employee is responsible for ensuring adherence to fair banking and consumer protection laws and regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. This statement is applicable to all aspects of the credit process, including, but not limited to credit approval, pricing, and loan servicing.

[redacted], we trust this information is helpful to you. If you have not already done so, please contact your bank (where the check was cashed) to file a fraud claim.

Sincerely,

Review: Every time I call them to get information on a issue they always transfer me to different departments with out giving me an answer. I had a car loan with the company and paid off the loan and was looking for my title and have not received it after almost 3 months. I was calling in regards to my father [redacted] and he gave them permission to give me information over the phone.Desired Settlement: I would like my title fed ex or ups to me so I'm sure it gets to me.

Business

Response:

Letter was sent to client on August 12,2012, requesting additional information.

Review: I applied for a suntrust checking account, got the run around by 5 different customer service reps about loading the account. I finally get my account and deposit money into it and about a week later there were fraud charges from my card being stolen. I contacted suntrust, was told the money would be placed back in my account the next day because there is 0 fraud liability. The next day my account had the money in it. I waited for my new card, and everything was fine. A week later I woke up and my account was negative. I had no idea why, I call suntrust to find they took out someones house loan through them from my account. The girl apologized and reversed the charge. A few weeks later it happened again, I again call suntrust and they advisedme there was nothing they can do. I called multiple times trying to get it resolved. In the mean time all the purchases I made are not being charged overdraft. Put my account negative like $2000. I called them yet again and was told they werr taking care of it and they would reimburse they nsf fees and the overdraft charges. I called in numerous times and they said itll be back within 10 days. In the meantime my paycheck that was direct deposited I lost due to thr account being negative. 10 days come stil not resolved I called spoke to a [redacted] who informed me it would be another 3-5 days. I wait and nothing resolved. I then lost another paycheck through direct deposit. It stil hasnt been resolved. I was 6 months pregnant, with no food, I was evicted from my apartment that I lived at for 4 years, my electric was shut off as well as my cell phone all because of their negligence.Desired Settlement: I want the money owed to me for the fees in result to their neglogence as well as something extra for the pain and suffering I went to while pregnant.

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.]

Regards,

Review: I opened a checking account with suntrust 4 years age. Since that time my account is missing in excess of $4000 dollars. Suntrust says that they are charging me overdraft and extend overdraft fees that account for this money.My suntrust checking account has been represented to me as having overdraft coverage that causes my check card to act as a credit card with an indatermanent credit line. This service was never represented to have any fees. Suntrust also manipulates the account balance to maximize overdrafts. customer service has did nothing to rectify this issue. to date my money has not been returned.Desired Settlement: DesiredSettlementID: Refund

Complete refund of all overdraft and extended overdraft fees.

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.]

Regards,

The customer called and that he has not gotten a response form SunTrust and is attaching the signed form to hear from the business.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence regarding overdraft fees assessed to the above referenced account Thank you for notifying us of your concerns and providing us the opportunity to respond.

As you are enrolled in Online Banking, you will find useful information online 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. Helpful information regarding overdraft fees can also be found at [redacted]

As a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfalls. Another type of overdraft service we recommend is called Overdraft coverage which prohibits the authorization of everyday debit card transactions when the available balance is not sufficient to cover the transaction.

Detailed information concerning these services may be found on our website [redacted] ([redacted]. Additional information regarding Overdraft Coverage is included on page 7 of our Personal Deposit Accounts Fee Schedule ([redacted]), provided at account opening and on our website [redacted]).

The account is currently overdrawn. Because of this, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies.

Due to items were presented for payment against insufficient balances. We have determined that the assessed overdraft fees are valid and will remain. You were concerned that fees have resulted from balance manipulation. Please provided specific examples and we will be glad to review the matter further.

It is SunTrust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and non-discriminatory manner, and in compliance with all applicable [redacted] SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations.

We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee.

[redacted], we hope the information provided is helpful to you. If you have any questions or concerns, please don't hesitate to [redacted]) or visit any SunTrust branch. A representative will be glad to assist you.

Sincerely,

Consumer

Response:

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

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

Regards,

Dear [redacted],

I have received the response from SunTrust Bank. The Response from the SunTrust personnel was nothen less than Suntrust employees attempting to cover up illegible activities arising from the activities that I have fued this complaint. The Suntrust respondent side stepped every issue lodged against the bank to the extent of perjuring Himself. To categorize the issues: One -The tenns and conditions of the account in question where verbaly conveyed to me by the Customer Service Representative present at the time the account was opened. The piles of paperwork tendered by The Suntrust respondent where never entered in to the verbal

convenience of the tens of the account.

Such excessive amounts of legal jargon are for Attorneys and not Customers opening a Direct Deposit social Security Account. Additionally, no person would ever

agree to pay a fee of $ 72.00 dollars for a ten day loan of $ five Dollar's or more. Two -The issue that Suntrust Representatives offered a dual debit/credit card as offered to provide overdraft protection has never been addressed. This protection was for the purposes of preventing any overdraft whatsoever.

Issue number three: The accounts are routinely manipulated to generate the maxim number of overdrafts. It is the admitant design of SunTrust checking accounts to take a posted transaction out of post and then reapply the same transaction at a date in the future that will cause maximum overdrafts. The SunTrust Respondent has denied this accusation and asked for proof. I have enclosed the email correspondence between myself and suntrust representatives whereby said Rep. Has stated that the process is to pay the largest posts first. The bank is not paying and posting items as they are presented and dated but on the contrary, are decisively causing maximum number of overdrafts for the purposes of methodically stealing from the most in need by posting and withdrawing and then re-posting again the same item at a time when it is to the greatest advantage of the banks bottom line.. [redacted]

It is my intention to post this complaint everywhere that it will do the most good. So it is my request that this complaint be entered as unresolved and criminal issues are entering into the options at this point. I would like to thank the Revdex.com for giving me the opportunity to air this complaint as this is not by any means the first time that I have read about this complaint stemming from a SunTrust account. My own Mother-in-law had a very similar problem with SunTrust and it greatly added stress to Her life at the end. She is now deceased, have endless copy's of the end of the year statements that show how much that they have stolen from my checking account since 2011. To date that amount exceeds $3,600 dollars. So by that amount you can get an idea of what levels SunTrust Bank will go to line there pockets with stolen money. Thank You B.B.B, [redacted]

Review: I signed up for a Suntrust bank account only because there was an online promotion for new customers that you get $125.00 for being a new customer. I met all the qualifications and now, they are telling me that, I didn't enter a code online to get it. I am highly upset because, there was no where for me to enter anything online when I signed up. They were misleading to get me as a customer and they did not honor there promotion. Its unfair and its not right that the banks name has trust in it and they can't be trusted!!Desired Settlement: I would like the promotion I was promised to be Honored. I would like the $125.00

Business

Response:

Dear Ms. [redacted]We have received and reviewed your correspondence forwarded to us from the SBB regarding an online promotion to the above referenced account. We appreciate the opportunity to respond.SunTrust did offer a new deposit account promotion for [redacted]. The offer required new SunTrust clients to open both an Everyday Checking and an e-savings account. The requirements for this promotion were that the Everyday Checking account and e-Savings accounts must be opened online through the New Account Center application process or promotional landing page using the assigned Promo Code for the offer -"RISEUPANDSAVE. Clients must make a qualifying single Direct Deposit of $1000 or more and must be deposited into their new Everyday Checking account within 60 days of the account opening date. Clients who completed all the requirements for the promotion would receive a $125 incentive deposited into their new Everyday Checking account.In our telephone conversation on October 29,2014 I explained our records show that onSeptember 3,2014 you only opened one account, the Everyday Checking account. Youdid not open the required e-savings account and therefore were not entitled to the $125incentive.Ms. [redacted], if you have any questions or concerns regarding your account, please do nothesitate to contact us via your Online Banking Profile, call us at [redacted]) or visit any SunTrust branch. A representative will be glad to assist you.Thank you for banking with SunTrust.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The representative is incorrect, my promotion that I signed up for had nothing to do with the [redacted]. I Have know idea about this information. This was not what I signed up for. Representative has given false information. She hasn't even given the correct information for what I signed up for. Sun trust needs to honor the promotion.

Regards,

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to usfrom the Revdex.com regarding an online promotion for the above referenced account. Weappreciate the opportunity to respond. The information in our response letter dated November 7,2014 pertainingto the online new deposit account promotion for [redacted] iscorrect. This promotional offer began September 7,2014 and expired on November30,2014 Additionally, SunTrust had two other online new deposit accountpromotions available from July 7,2014 through September 30,2014. Thesepromotional offers were for the online new Everyday Checking with E-Savings + Direct Deposit and the online new Everyday Checking + Direct Deposit. All three promotionsoffered a $125 incentive that the client can earn if the client qualifies, In our telephone conversation of October 29,2014 you said you didnot remember which promotion offer you had accepted and that you would send usa copy of the promotion information. From information we discussed our marketingdepartment determined the offer you accepted was for the [redacted]and my response letterreflected that information.Thank you for prOViding a copy of the promotion offer for our review in yourfollow up to the Revdex.com. The requirements to earn the $125 incentive are openingthe account online, a single direct deposit of $1.000 into the EverydayChecking Account within 60 days and the entry of the promo code SUMMER14EVERDAYat the time of opening. Our records show thaton September 3,2014 you called us and opened the above referenced EverydayChecking Account by telephone, and we received a single direct deposit of$2,078.66 on October 3, 2014.However, you did not provide the required promocode and therefore, the account did not meet the requirements for the $125incentive. We reviewed this matter again, including the September 3,2014telephone call and heard you ask about the$125 without mentioning the promo code. As a courtesy, we will deposit the $125incentive into your account. Please allow ten business days for the funds to bedeposited. Ms. [redacted], weapologize for any inconvenience this matter may have caused. If you have any questions orconcerns regarding your account, please contact us via your Online Banking Profile, call us at [redacted] or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely,[redacted]

I've banked with Suntrust for decades, but today I reached my limit with customer service. My debit number was stolen last weekend, and I was supposedly issued a new card with the admonition that it takes 3-5 business days to get to me. Well after 5 days and still no card, I called, merely to check. I was hung up on TWICE by people after being on hold over a half hour, after I explained what I needed to know: whether or not a card was in the mail to me. Sounds SIMPLE, but apparently it wasn't for the two lousy people who hung up. So, I tracked down a number for my local branch and they jumped through hoops to get me the information. I dislike having to pull people away from their jobs in a branch waiting on customers for what should have been a simple computer lookup.

Review: My family and I deposit our checks weekly. We live paycheck to paycheck, we were about to leave for out of town and my wife was doing her regular check up and filing all of our pay stubs. What she had calculated came out wrong. She had an extra check and could not find it anywhere in our statement that it was deposited. The check was a balance of $586.09. We left for out of town and called customer service not once but TWICE. We explained the situation and neither representative could find that amount nor check number in our account.There is NO proof of the check EVER being cashed ANYWHERE. We were on the phone seriously for 45 minutes each. The last representative said go to your local suntrust bank and see if they put the check through. So we went to the nearest Suntrust explained the situation, and they cashed it. We received $200 cash that day and the rest was deposited in our account. About a week later all of a sudden $586.09 was taken out of our account so we called ST again and explained the situation furious that our accounts had been negative. Once again they could not find anything. We were on the phone for another hour. This is Suntrusts mess up. There is no proof of the check being cashed twice. We keep track of all of our finances very well because we budget everything. Suntrust TOLD us to cash it. That is what we did. and now our bank accounts are in the negative. We took every step to figure out what went wrong. There is STILL no proof of the check anywhere in their system and we were given money that we DEPENDED on and then it was taken away without warning. Something needs to be done. For all I know they could have just entered it into their system. Please, we are not bad or greedy people, we just didn't know what to do, We simply did what we were told.Desired Settlement: We want our money back. It is Suntrusts problem for not giving us proof the check was cashed. Out of the five people we talked to NO ONE could understand where the system went wrong.

Business

Response:

We have contacted Mr. [redacted] regarding his concerns. We are unable to provide a copy of the response because we have not received a signed authorization form allowing us to do so.

Review: I signed up for an account at the [redacted] Sun Trust branch and was led to believe that by opening an account with a balance above $500, certain service charges for processing an auto loan would be reduced. Additionally, I was informed that the account would be free if the balance was above $500. However, I was charged a service fee of $15 a month while the account remained open. I never used the account. The charges were misrepresented by the bank and I feel as if it stole from me.Desired Settlement: I would like to be refunded all account service charges by Sun Trust on the account.

Business

Response:

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

Please close this case on your records.

Review: I opened a checking account with Suntrust Bank on-line February 18th and made my first initial deposit of approximately $1,309.00 on February 19th at 11:44am. I found out that the bank closed my account the following day. I have been in-contact with the branch I made the deposit at, which is located at [redacted]. I have been speaking with an employee by the name [redacted] who never returns my phone calls and has yet to get me answer on where my money is and when I am getting it back.Desired Settlement: A check issued to me in person or sent by over night mail with compensation.

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.

Review: I'm a long term customer of this bank and recently faced a situation where I needed to purposefully overdraw the account on 9/8/15. At 9 AM I had a $400 available balance and a $600 ledger balance as there were 2 pending transactions ($200) per Suntrust Mobile (which I check religiously) from 9/4/15 and 9/6/15.

Also, I made several additional transactions at usual places that have historically posted immediately on 9/8/15. Anyway, prior to each purchase I checked the available balance and it slowly dwindled from $400 to $250. Around noon, I checked Suntrust.com again and finally the 2 purchases from 9/4 and 9/6 showed as posted 9/8. My balance was correctly shown as $250. At 7 pm I learned I needed $360 and decided it was worth the 36 dollar overdraft fee. I went to the ATM and withdrew the $250 + an additional $110.

The next day I received my normal direct deposit and instead of Suntrust having subtracted one fee plus the amount of the overage ($110 + $36). Instead I was negative four hundred dollars. Suntrust's explanation is that whether or not a transaction showed as pending or posted online, they process everything daily and subtract the largest withdrawal first. So the withdrawal of $360 left $40. Then all subsequent charges from 9/8 (including the 2 that switched from pending from 9/4 & 9/6) were processed after that and incurred a $36 fee each.

Customer Service first said it was because they were all pending. When my statement and transaction history proved they had indeed posted they argued signing up for overdraft coverage was my decision and they had the right to process in any order. Clearly they chose the most profitable calculation and fees totaled $340. I'm not disputing an overdraft fee was owed but this seems a very predatory practice.Desired Settlement: A refund of the disputed and predatory overdraft fees would be ideal.

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: My wife [redacted] and I closed our Suntrust checking account in the Savannah location that was on Mall BLVD in 2012.

Recently, we have been rejected from opening two checking accounts because of a Suntrust account that is overdrawn. A bank told us that we owe Suntrust $1000 and it is probably because they never closed your account and that specific account's terms changed and you were never notified.

We have lived in College Station Texas since 2012 which there is no Suntrust bank.Desired Settlement: This account needs to be closed at a zero balance and the information at the three credit companies need to be corrected.

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: The complaint is against LightStream (A division of SunTrust Bank). On 4/21/2015 I submitted a loan application for refinancing my existing auto loan. On 04/23/2015 I received a notice stating my application was declined. After verifying with both [redacted] and [redacted] , I realized that the score mentioned in the decline notice was incorrect whereas both credit agency showed my credit score of 768 and 758 . I attempted to contact LightStream few times, once thru email couple of times over phone, requesting them for an explanation on how their report shows an incorrect score. Their response was, I should contact the Credit Bureau and deal with them. When I contacted the credit Bureau they mentioned that score SunTrust furnished was incorrect and it is possible that SunTrust has a different way of calculating the score. On the other hand when I contacted [redacted] they mentioned that the Score at the time they pulled the information (4/22/2015) could have been 673/665 and it is possible that it might have change now (4/26/2015). I feel neither response from SunTrust nor [redacted] were not convincing and unreasonable explanation.

Below is a portion of the decline letter:

Thank you for applying for an installment loan. After reviewing your application, we regret that we are unable to approve your request based on the following reasons:

Recent delinquency

Collection and/or public record has been filed

[redacted]: Your credit score: 673

Date: 4/22/2015

[redacted]:Your credit score: 665

Date: 4/22/2015

Key factors that adversely affected your credit score:

Derogatory public record or collection filed

Too few accounts currently paid as agreedDesired Settlement: Although, I am not interested in pursuing their loan application: 1. I request SunTrust to provide me a valid explanation on why my score was incorrect in their decline letter. 2, I am concerned that their decision (decline) would make a negative record on my credit history. I request them to make sure no such record is registered with the credit bureau.

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: On Feb 9, 2016 I tried to make a deposit at a local atm to cover a negative pending balance and the atm gave me an error message. I took a picture of the error message and went home. I called suntrust the next day as I forgot to call that same day and explain the situation. I explained to the representative that I had a pending negative balance of the amount of -219.16. and in order to avoid the overdraft fees charges I tried to deposit $240 and it wouldn't let me. representative refunded two of the four overdraft charges on Feb 10, 2016 due to that I never had requested an overdraft fee refund nor I had ever and overdraft charge on my account since I opened it. In order to give me credit for the remainder two overdraft charges I was directed by the representative to deposit the $240 in order to prove that I had the funds and to contact the branch where it occurred. I did those things and that did not happened. I even email the pic of the error message to another representative. I kept getting the run around every time I had something they wanted in order to credit the remaining overdraft fees. I got tired of calling after I was informed that there was nothing they could do and they will not refund me the other two remaining overdraft fees even though I deposited the money to prove I had the funds and contacted the local branch who just referred me to the 1 800 number like I was told to do in order to have the the other two waived.Desired Settlement: I would like the remaining two overdraft fees that occurred on Feb 9, 2016 to be refunded as I was advised it would be.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees assessed to your above referenced account. I appreciate the opportunity to respond. SunTrust strives to provide exceptional service with each and every client interaction, and we understand that we did not meet these expectations in this situation. For that we apologize. The information you provided helps us to know where emphasis for future training and process improvement efforts should be placed. We learn how and where we can improve from clients like you, taking the time to share your experiences. Our records reflect that, on February 9, 2016, during the time period you stated that you attempted to make a deposit, there were no reported issues with the ATM. As a courtesy, we refunded $72.00 in overdraft fees that you incurred because you were unable to make a deposit. I understand that you were told with proof of the error message that you received, we would be able to refund an additional $72 .00. Since we have not received a copy of the error message, we respectfully decline your request for additional refunds. In order to decrease the chances of overdraft fees, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking-. Overview Guides and Disclosures-+ The Facts About Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts. You may also want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfalls. Detailed information about this service is found on our website (see Personal Banking-+Checking Account Features-+ Overdraft Services). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our.website. Ms. [redacted], although this may not be the answer you expected, I hope that the information about avoiding overdrafts is helpful to you. Should you have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. 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. My overdraft fees got refunded the remainder two even though the reply stated that they wont do it.

Regards,