SunTrust Bank

Review: The [redacted] of Sun Trust Bank has delayed the processing of a written request DATED MARCH 7, 2014 to close a money mkt savings account and process payment per the directive on record of this account to the beneficiary in a timely manner. Further, the [redacted] of Sun Trust has not responded in a timely manner to numerous calls requesting information of the status of this request; and on many occasions has not returned calls as requested.

Although the [redacted] confirmed receipt of all materials necessary to process this request, there has been no communication from SunTrust and no explanation for the delay.

On April 3, I sent a letter to [redacted] SunTrust, Atlanta explaining my problem with the [redacted] branch; and received a voice message from his assistant on April 10 stating that they would look into the matter. As of April 10, I have not received any communication from anyone at SunTrust.Desired Settlement: 1) close subject account, process a check for monies therein, send check to beneficiary on record; 2) provide written acknowledgment of this correspondence with an explanation of the status of this second written request to close subject account; 3) provide reasons for delayed response; 4) provide written explanation of any fees, charges, or penalties which were levied against any of the four accounts held at Sun Trust, POD to beneficiary on record, when these accounts were closed.

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: Promotional rate of interest was not disclosed when account was opened and I was not notified prior to rate change. Also, bank customer service representative indicated that accured interest would be paid into account as long as account remained open, even with a zero balance. I called back to confirm that earned interest had been credited to account but was told that it would not be paid as account balance was $0 even though account remains open. This was completely inconsistent with what I had previously been told and prior instructions from bank were both wrong and misleading. Fully earned and accured interest for the month of May 2014 should be immediately credited to my account.

Product_Or_Service: [redacted] insured bank accountDesired Settlement: DesiredSettlementID: Refund

Fully earned and accured interest for the month of May 2014 should be immediately credited to my account.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Review: On May 8, 2014 my payment was due on my loan with Suntrust Bank. On May 8, 2014 I went to Suntrust Bank in [redacted] and personally made the payment. When I received my June statement, I saw that my payment had doubled and there was a $25 late payment fee on my statement. I went to the bank and they said they would investigate why I was charged a late fee for making my payment in person at the bank and on time. Three business days later I had not heard anything so I contacted them and was told that the $25 fee had been refunded. They went on to say that a payment in the branch takes 48 hours to post, so the actual due date is 2 days before the due date. This is not acceptable and it is deceptive. With all the other industries I deal with, the due date is the due date - my insurance payment, power company payment, cell phone payment, etc… They charge a late fee if I am late, not if I am early or on time. In this case I could have made the payment a day early on the 7th, and it still would have been late.I wonder how many people are making their payments the date they are due and getting charged a late fee and don't even know it.Desired Settlement: Do not charge a late fee unless the payment is late (received after the due date)

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: This incident took place at Suntrust in [redacted] but that address does not show in this list.

The [redacted] placed a mistaken hold on our account and they froze some $ 300. The bank add $ 100 as their fee. When we complained to the [redacted] they acknowledge their mistake and lifted the hold but the Bank's Vice-president [redacted] refused to credit the $ 100.

I find this outrageous and an abuse.

Besides, we've been clients of the Bank for more than 5 years and we have an impeccable record with themDesired Settlement: And refund of the $ 100

Business

Response:

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.

Suntrust attaches page 24 of their conditions and nowhere there is mentioned that we would be charged $ 100.

Regards,

Review: Dear Mr. [redacted],

I am writing you to hopefully help resolve what I consider a lack of customer loyalty, and appropriate treatment of my business [redacted] by your bank.

I have been doing commercial loan business with your bank since 2003. I have 4 loans with the bank. The loans are collateralized by the property, but also through a personal guarantee by me and my father– with very adequate net worth. I also have all of my existing home and rental property mortgages and or equity lines with you in excess of $1 million

The [redacted] business revenues have been declining for several years, due to the recession, gas prices, increased competition, and a dire lack of snow (and salt) over the last 7 years, and other factors. I have recently introduced free vacuums to help to turn the tide, and am hopeful for a salty winter. We have never been late on a payment, as the bank draws the amounts owed directly from the accounts. Shortfalls in cash have been addressed through capital calls. The three term notes all had a prepayment penalty.

The four notes are detailed here:

Note # Date Initiated Interest rate Renewal date Original amount Current balance as of November 25, 2014 Anticipated revised interest rate based on current estimates

[redacted]- [redacted] the second renewal 7/28/2010 5.65 July 15, 2015 879,646.39 561,520.67 4.12%

[redacted]- [redacted] second renewal 9/18/2009 6.21 7/15/2014 473,437.51 261,251.97 4.12%

[redacted] first 5 year term 3/20/2009 5.73 3/20/2014 1,568,000 1,160,144.94 4.12%

[redacted] Demand note on raw land 6/16/2004 Prime (Currently 3.25%) none 250,000 98,500 4.12%

Over the last few years I have had conversations with a revolving door of loan officers at the Richmond Suntrust bank. My requests were consistent, to try to refinance the loans to take advantage of the current lower interest rates, and if possible accelerate the renewal of notes and somehow avoid the no pre-payment penalty. After all we – the people-- advanced Billions to Suntrust to enable you to restructure your loans and defray your losses. After extensive conversations with three separate individuals, who all expressed hope that such a modification could be accomplished, I never heard back from them. They had left the bank, no replacement or loan officer had been re-assigned and the effort was dropped. ( [redacted], [redacted] and a lady whose name escapes me)

The Saga of being screwed, Blued and tattooed by Suntrust, to a loyal customer with a record of timely account payment for over 12 years

In early November 2013, three months in advance of the [redacted] renewal, I met with [redacted] and asked if we could initiate the loan renewal for the loan as soon as possible, and if possible accelerate the renewal of notes 18 and 59 to take advantage of the favorable rates. I indicated I did not want the demand note touched because it was hopefully to be sold. We met again in early December and I provided financials etc. for the renewal.

In March I was asked for January and February financials which I sent over.

By Mid March I had gone into default on the 109, and the bank granted an extension at the existing loan rate. I asked that the extension be at the targeted lower rate of about 4%. They said they couldn’t do that.

By July I was to told the underwriting group was backed up (9 months after I had initiated the renewal)

Later in July I escalated the lack of focus on my renewal, asking [redacted] and [redacted] why the loan had not been processed, since I had started in November. [redacted] apologized and said the renewal would be a priority. At that meeting I again asked that my rate be lowered. That request was again denied.

In July I also went into default on note 18, and the bank granted an extension at the existing loan rate. I again asked that the extension be at the targeted lower rate of about 4%. They again said they couldn’t do that.

On August 20 I was informed by [redacted], the Suntrust underwriter, that the loan could only be renewed for 1 year at the 4.12% rate. He could do nothing about the better rates available in January/ February. There were some re- alignment of the notes as they had also included the demand loan amount and were amortizing that over 5 years. I asked for 10 years amortization and they complied with that request in October.

By mid November 2014, the Underwriter indicated the attorney fees and closing costs of about $10,000 for a one year loan would be required, and the attorneys should be ready to close by mid December. I would like to point out that is fully 13 months after I had initiated the renewal discussions with the Bank representatives.

When I asked the Underwriter and my loan officer why the $10,000 of legal and recording costs were required, since all the property was already mortgaged to Suntrust, I was told they needed to reconfigure the loans. I asked if those fees could be waived. I was told by my loan officer they could not be waived as they were hard costs to Suntrust.

Meanwhile I have made payments on time at a higher interest rate for 10 months on the large loan, and each of the other loans. The extra interest costs were in fact hard costs to me. And Suntrust could not renew me for a 5 year term because I was too risky. (Meanwhile they delayed the refinancing almost 1 full year). But all that was OK by Suntrust.

This overall renewal effort has been totally mishandled by an autocratic underwriter who has no care or concern for a long time customer, with otherwise excellent credit ratings. I delayed going to a local bank because I was assured by both [redacted] and [redacted] that while my treatment indicated otherwise I was a valued customer, and that Suntrust would do all they could to make it right. The local bank had indicated they would do the 5 year loan with total closing costs of about $20,000 at competitive rates. I declined to pursue that in May because I trusted what I was told by the Suntrust representatives. Boy, was it a mistake to believe Suntrust.

What a crock! Valued customer indeed! They have certainly not proven that by me.

I would not recommend Suntrust as a bank to any small business owner. Their customer appreciation appears to be NIL. Their service level is exceptionally poor, and their sensibility of fairness is nonexistent.

It has taken over a year to process a renewal on a loan that was renewable in March 2014; all the while I was paying interest that was 2% too high. And then it was to be renewed for only 1 year, not the 5 -10 as requested.Desired Settlement: What should Suntrust do? If I am a valued customer and this is how you treat me, how do you treat others? Fix this mess. Make it work.

Refund the excess interest I have already paid. Clear up my credit rating. Lower my interest rate to what it could have been if you had renewed it in November/ December time frame. Renew the loan for 5 years for [redacted] and **. Renew the [redacted] for 10 years as discussed in November 2013. Keep the demand note as a demand note. Perform the closing at no cost to me.

Excellent customer service would be to define a better answer than those I have proposed above, but I very much doubt that will happen.

I would be very happy to discuss this with you. You obviously need a customer advocate. Given my extensive experience at being screwed by you perhaps I could provide some consulting advice on what NOT to do. And if you are not aware that this type of treatment is happening to your valued customers, you certainly should be, and you should be ashamed.

Business

Response:

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.

Consumer Financial Protection Bureau Case [redacted]

Review: on 4/17/2015 I checked my banking acct with suntrust bank to see my available balance. my available balance was negative so I looked at the breakdown of how each charge was posted only to find a funds transfer fee from my savings account for $4.02 posted as a credit and $12.50 as a debit which is the overdrawn transfer fee. I contacted customer service to get a reasonable explanation about the fee because the way they have posted the balance my account wasn't negative so there was no reason for their system to tranfer money or charge me an additional fee when there was still funds available to cover the other pending charges. I was told by the customer service rep that this is how the account is set up and no refund is available. I advised the young lady that when I signed up for overdraft when I opened this account I was told that this only happens on posted charges that I would receive a fee not pending charges if money had to be moved.Desired Settlement: I would like the charge of $12.50 to be refunded to my account because whether I was misinformed or not their employees are giving out this information to their customers and if its not true those people represent the banking institution.

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: SUNTRUST BANK HAS BEEN HOLDING A LIEN ON MY CHECKING ACCT SINCE APRIL 2 2015. VA. STATE DEPT OF TAXATION INFORMED SUNTRUST THAT THE LIEN ON MY ACCT WOULD ONLY EXTEND UNTIL APRIL 6 2015. THE VA. DEPT OF TAXATION HAS SENT THREE FAXED N.OTATIONS TO SUNTRUST CORP. HEADQUATERS TO LIFT THE LEIN AND RESTORE MY ACCT. TO NO AVAIL HAS SUNTRUST COMPLIED. I WAS INFORMED BY VA STATE DEPT OF TAXATION THAT MANY CUSTOMERS HAVE HAD THE SAME PTDesired Settlement: DesiredSettlementID: Refund

SUNTRUST TO RESTORE MY CHECKING ACCT AND LIFT THE LEIN. SUNTRUST HAS PREVENTED ME FROM ACCESSING $2812 THAT IS MINE AND REMOVE THE NEGATIVE OF -$945. VA STAT DEPT OF TAXATION AND I HAVE RESOLVED THIS ISSUE AND THEY HAVE SENT FAXED DOCUMENTATION TO SUNTRUST LEGAL DEPT IN ATLANTA GA. I ONLY OWED $350AND CENTS INSTEAD OF $3757.59.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding a legal hold that was placed on your above referenced account. We appreciate the opportunity to respond . When SunTrust is served a levy against one of our clients, we are required by law to comply with the court order. This order requires us to hold assets up to the total amount due on the levy. Please be assured that decisions to levy clients' accounts are made by the courts. not SunTrust. SunTrust complies with all applicable federal and state laws regarding the processing of levy actions. Your deposit account is governed by our Rules and Regulations For Deposit Accounts and our Personal Deposit Accounts Fee Schedule, copies of which are provided at account opening and on our website suntrust.com (see About us~Fee Schedules.....,.Deposit Account Disclo$ures). Enclosed is a copy of page 24 of our Rules which details our legal process against accounts. Our records reflect that, on April 3,, 2015, SunTrust Bank received a Notice of Tax Lien from the. Commonwealth of Virginia Department of Taxation for $3,757.59 and a legal hold was placed on your account. On May 29, 2015, the release order from the Commonwealth of Virginia Department of Taxation dated May 28, 2015, was received by our Garnishment and Levy Department, and the hold was released. It appears the previous releases were faxed to an incorrect fax number. Ms. [redacted], your satisfaction is important to us, and we ask that you allow us the opportunity to regain your confidence. If you havs any questions about your account, please 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 help you. Thank you for banking with SunTrust. Sincerely, [redacted] Assistant Vice President Client Advocacy Team

Review: ON OCTOBER 1, 2015 I FOUND OUT MY ACCOUNT WITH SUNTRUST WAS CLOSED WITHOUT ANY NOTIFICATION OR REASON WHY THEY JUSTATSED THE REASON WAS FOR RULE AND RTEGULATIONS. I CALLED MULTIPLE TIME TO SEE HOW WE COULD RESOLVE THE ISSUE ADVISED THEM ON WHAT HAS TRANSPIRED AND I JUST NEEDED TO MAKE SURE MY CHILDREN WERE OKAY. I WAS TOLD THAT I WAS OUT OF LUCK. I WAS THEN TOLD THAT SUNTRST CAN CLOSE AN ACCOUNT IF THEY DEEM IT NECESSARY TO AND IF THEY WANT TO FOR ANY REASON WITHOUT GIVING ANY NOTICE. I FEEL THAT THIS IS BAD SERVICE AND IS NOT THE WAY YOU DO BUSINESS AND YOU AT LEAST BE ADVISED OF THE SITUATION PRIOR AND GIVEN A CHANCE TO RECTIFY THE SITUATIONDesired Settlement: ALL I WANTED WAS TO KEEP MY ACCOUNT OPEN AND CONTINUE TO BUILD A RELATIONSHIP WITH THEM. IF THAT IS POSSIBLE I WOULD LOVE TO

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 October 3, 2015 I went into Suntrust inside store branch, to order checks The teller who helped me out behind the glass started asking me questions that I assumed for making sure that my information was correct and there wasn't any changes needed to be made. Upon waiting for the ordered checks, I called Suntrust to find out that there was no order made for checks. They told me to go back to the bank to check on it and they to told me again no checks was ordered, so I put in the order again. I also wanted to notify them that I received a letter in the mail denying an application for a credit card. I was very surprised and angry with this letter, being that I did not apply for a credit card. I knew that with my credit that I wouldn't qualify for a credit card because I already had too many. I went back to the bank to see the manager about the situation, but she wasn't in, so a lady who was in charged that day took my information and asked if I knew who it was that helped that day, she wasn't there, but did remember her name, as I sat at the desk with her, I saw her name plate on the desk, she was the manager that waited on me. I contacted Suntrust home office to explain and to file a complaint for this un-authorized application done by this teller. I explained to them that I wouldn't apply for a credit card from anyone behind a glass, knowing other people were in line waiting to be helped. She told me that she would pass the information on and for me to call to make a complaint. a few day later I received a call from that bank's manager confronting and harassing me, saying that I gave her permission and she didn't do it. She looked it up and said she found it and that I must have given her permission to do so., I explained that I came in to order checks with her, so where is the checks you ordered, she couldn't answer that question, I think she knew that she had done this. So she just kept me on the phone harassing me for over minutes about this.Desired Settlement: I would like an apology acknowledging the wrong doing and for no one contacting me about the situation, other than the bank manager calling me to harass me and for her never to call me again. Also apologizing for no one from their office ever returning my calls after leaving messages. I think she should be reprimanded or terminated for her unlawful practices or is this a normal practice for this bank.

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 hazard insurance renews this month and I changed carriers. Before I changed, I called SunTrust and let them know what I was doing, and asked them NOT to pay my old carrier. They assured me they would comply. I initiated the new policy and provided all of the required information to SunTrust. Despite my efforts, SunTrust still paid the old carrier. They've now also disbursed to the new carrier, so my escrow account is horribly overdrawn. The level of incompetency with performing such a simple transaction is unacceptable. When I call to try and resolve this mess, all I get are meaningless apologies and no action to resolve the problem.Desired Settlement: Cancel the payment to the old insurance carrier and credit my escrow account with the amount disbursed in error immediately.

Business

Response:

Please see attached response.

Business

Response:

Dear Ms. StevensWe received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated February 19, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with you"r office. Thank you for contacting SunTrust. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

Consumer

Response:

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

First of all, there is no privileged information involved in this issue, so Suntrust's position is erroneous. Second, if written authorization was required, why was I not told this from the beginning? This is typical bureaucratic avoidance of taking the necessary action to resolve the issue...which is unfortunately typical Suntrust behavior.

Regards,

Beware, the worst banking and customer service that I have ever experienced. I tried to transfer money to another checking account of mine. The whole process took almost a week. There were bunch of verification required, including transferring small change first twice, confirming the amount of it etc. After three days of suffering, it was all confirmed and I completed the transaction, only to be told that there was going to be another 2-3 business days to receive it. Another three days later, I got an email from Suntrust informing me that the transaction was unsuccessful and the money (that I needed at this right moment) will be returned to my account in another 3-5 business days. Customer service could not provide me with any answers where my money was, not to mention that they became rude and refused to provide further information based on the fact that I didn't carry my DL # with me (I think this was just a lame excuse for not being able to answer). All this after giving them full SS #s, date of births, etc. Will be closing all my accounts tomorrow. My advice for the rest of you: If you want to bank with an institution that doesn't know where your money is, please select Suntrust, or maybe SunNOtrust. I am done with them!!!

Review: Company I receive my disability check from sent me my monthly disability payment. I opened an account so that my direct deposit would come into this account on a monthly basis. The check that I deposited the company had cancelled but failed to inform me that payment had been stopped on the check. The bank told me two days later about the check. The check was deposited on June 10,2015. I contacted the company concerning the cancelled check and they verified through a letter that this was an error on their part not on me. Instead of telling me what is going on, the branch manager and personal banker has not been honest with me. Because they closed the account, I have two electronic funds that was sent to the account. They charge me 148.50 because of the mistake with the check and I have been trying to pay this and resolve this matter. I have made numerous attempts in getting them to release the funds that belongs to me minus the fees that they need to take. The bank has a total of $2054.30 that has been sent to me from that they will not release the funds or send them back to the company. I am on disability and I am about to lose my place of residency if this matter is not resolved immediately. I have called everyone that I have been told to help me in this matter but still cannot get this matter resolved. The company that issued the check has tried to resolve this matter with the branch manager as well. I am under doctors care and this ordeal is affecting my health. I am just asking for the money that belongs to me nothing more.Desired Settlement: DesiredSettlementID: Refund

I would like to have the money that is rightfully mine and that they do not penalize my son for them telling him to add me to his account so that I could receive my money, which I still have not received as of today. Now they are telling me that they are closing my son account after instructing myself and my son to add my name to the account to release the 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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I have had a business account with Suntrust Bank. Eventually, I cut the check for $1750.00,and it were few small charges so the balance was still around $1750.00; next day I saw that $1750.00 was deducted, so I rushed to the bank to add additional $20.00 to keep the account with positive balance and make sure the checks are paid. Later in the afternoon around 4PM, when I checked the online banking I saw the fines posted, the check returned unpaid. So I contacted their customer service if they could waive the fee and repay the check. So for both I was told no. I said I will then close the accounts and I will not be banking again with Suntrust. So their position was - do whatever you want, sorry but we dont issue the refunds whenever we get a chance to charge anything. I never had any similar issues with [redacted] bank. So I emailed them requesting to close the account immediately, if needed send me the forms by mail to sign, I dont want to bank with them anymore. I also ran into the issue when I went to cash out the 1750. Everyone in the bank kept telling me that there is no money, just couple of pennies. So I had to go to ATM machine and print out the balance sheet, then once they realized they couldnt trick - they paid the funds. So yes, I requested to close the account, but next month I still got the bill for $20.00x2 for accounts. So I emailed them again asking to close the accounts immediately and remove the fees. Instead of settling the issue, they simply froze my access to online banking, and keeps sending me the "collection notices". This bank seems to be living out of these type of fees, and someone should stop. Now I have to waste my time and file the complaints, for something what should not even be created into this type of problem.Desired Settlement: I wanted to get the feed removed immediately and updated in their databases as it was a mistake. I would also appreciate if they could return that so called overdraft fee which was unreasonable and charged back before the end of day although I deposited the funds.

Business

Response:

Dear Mr. [redacted]:

We have received and reviewed your correspondence that was sent to us from the Revdex.com Serving Central Virginia, Inc. (Revdex.com) regarding your request to close the above referenced account ending in [redacted] and the fees that were assessed to that account. We appreciate the opportunity to look into the issues raised and provide a response to you.

Our policy at SunTrust is to engage in professional behavior at all times. We regret the level of service that you stated you received when you inquired about the balance of the account ending in [redacted]. SunTrust takes great pride in the reputation we have established in the financial industry, and we strive to maintain that reputation by providing our clients with efficient quality service.

We are unable to address your concerns because you did not provide dates as to when the transactions occurred. Our records reflect that on February 4, 2012 the balance of the account ending in [redacted] was negative $16.61. Deposits were made in the amounts of $1,650 and $100, which increased your balance to $1,733.39. On the same date Check [redacted] for $1,750 was presented for payments; since there were not sufficient funds in the account to pay the check, it was returned and your account was assessed a $38.00 returned item fee. This left you with an account balance of $1,695.39. On February 6, 2013 a transfer of $6.00 was made into the account which increased the balance to $1,750.39 and a transfer of $10.39 was made into the account ending in [redacted]; which reduced your account balance to $1,470. You withdrew those funds which left your account balance at zero.

Please note we find no record of your request to close the account ending in [redacted]. On February 19, 2013 funds in the amount of $15.39 were transferred into the account which left you a balance of $15.39. On February 20, 2013 the following transactions were presented for payment and pair: Check Card purchases from [redacted] in the amounts of $.68 and $.91 which left a balance of $13.80. On February 25, 2013 a Check Card purchased from [redacted] in the amount of $5.18 was presented and paid which left an account balance of $8.62.

On February 28, 2013 your account was assessed the $20.00 monthly maintenance fee, which left a balance of negative $11.38. On March 4, 2013 we received credits from [redacted] in the amount of $1.59 which left a negative balance of $9.79. On March 29 and April 30, 2013 the $20.00 monthly maintenance fees were assessed which reduced your account balance to negative $49.79. After remaining negative for an extended period of time, on May 3, 2013 the account was closed and a $30.00 administrative fee was assessed. Prior to our closing the account on May 3, 2013 letters were sent to the address of record to inform you of the negative balance and requesting that you make a deposit to bring the account current to avoid our closing the account. The amount owed to SunTrust for this account is $79.79.

In addition, your Total Business Banking Account ending in [redacted] was closed on May 3, 2013 with a balance of $60.00 due and a $30 administrative fee added, which leaves a total amount of $90.00 due to SunTrust for this account.

Mr. [redacted], if you have any questions about the accounts, please contact our Demand Deposit Account Recovery and Retention Department at [redacted]. A representative will be glad to help 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,

To Whom It May Concern:

So many administrative fees and so much of "starvation of perfection" - yet you cant even manage the online banking system. It contains all my correspondence. For which you closed my access, and now you pretend that you have no idea about.

The chargebacks of the check took place by 4PM although it was funded by ~1-2PM the same day to avoid it. No calls from Sunstrust asking about it. (I am guessing that because the reputation wants to earn the fees?)

If you cannot even find the online banking communication, you should probably look into the development errors,and fire the people there, also do an audit. If you dont see my communication, then how about the other customers.. I am guessing it should be thousands of the same victimised people by Suntrust bank "perfection" and the "good reputation"?

Again, I request to remove all the fees from my account, it is not my responsibility of your faulty online banking system for which you have no problems assessing massive fees.

By the way - I also requested on the same online banking to downgrade my accounts to avoid the high fees - why dont you mention it?

If we wont be able to resolve the issue with Revdex.com, I will be contacting Attorney general, Financial protection bureau, FDIC, wherever I can to investigate how you do business with your online banking (good at disabling the accounts and removing the messages, then claiming that you have nothing so the fees will remain).

Please also assure me, that you will be taking care of fixing the online banking system. Seriously, I am banking with [redacted] now, but I have never had any issues like this. It was one miscalculation, and it was resolved quickly. But with Suntrust... its a total different story.

I am very disappointed.

By the way - please use the proper forms when responding to Revdex.com - "This is an attempt to collect the debt..."? What does this supposed to mean?

Review: I have an account with suntrust. I was grandfathered in as they also had my mortage as well as savings linked to my account. they abruptly sold my mortagage and began charging me fees due to the fact they changed my account because of this. I didnt do anything and I was taken out of an account and fees charged. I feel suntrust also takes the oppertunity to charge excessive fees for over draft protection and other services.I do not feel a bank should be able to sell your mortage and abruptly end the servies you , in good faith , signed up for and begin charging you fees, and yearly box fees. in the event this would happen the bank should have you come in and explain it all to you and offer u alternatives and not just mail u a flier u may or may not get or read. this appears shady and a lack of customer service. suntrust needs to understand customer service isnt how nice a teller is to you, or that they read your name and address you by it, but what is actually done for you that counts. I have had an elderly neighbor also complain about these practices and that is why I decided to write out this complaint. sending a piece of junk mail shouldnt allow them to make changes to your account and charge u fees.Desired Settlement: I feel suntrust should refund fees charged me and have me come in and sit down with a representative and choose a new account if something they did not disqualifies me from an account I opened in good faith with them.

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: Used Suntrust Payroll to run a payroll for my company on Nov 1 2013. They withheld the tax liabilities to pay state and Federal government. I cancelled my service via fax on 6 Nov 2013. On this form I checked "stop all tax deposits and all tax deposits immediately and return any tax monies that have not been paid" Suntrust paid my tax liabilities approximately 11-16 of Nov to state and federal governments without my authorization. I have called everyday since 7 jan 2014 trying to get the amounts and dates they paid the tax liabilities to and they can't give me an answer. The witheld [redacted] and [redacted] to the amount of [redacted] dollars that was not paid or returned to me. They also stated that by checking "stop all tax deposits and all tax deposits immediately and return any tax monies that have not been paid" doesn't stop the payments "immediately" and takes 30-45 days.Desired Settlement: return all tax liabilities that have not been paid and an itemized list of what has been paid.

Business

Response:

Re: Revdex.com (Revdex.com) Case [redacted]
Dear [redacted]:
Thank you for speaking with me on January 24, 2014, in regards to a refund of the tax liabilities not paid through our SurePayroli Services. This letter is a follow-up to our conversation and in response to your correspondence we received from the Revdex.com.
As we discussed, you should have received the refund by the end of December 2013. Unfortunately. due to the timing of SurePayroll preparing end-of-year tax reconciliation, the refund process for your account was delayed. The refund of $[redacted] posted to your Primary Business Checking Account ending in [redacted] on January 21, 2014. We apologize that you did not receive this refund sooner and regret any inconvenience this may have caused.
You also requested an itemized list of what was paid from your account. [redacted] is a Deposit History showing SurePayroll tax deposit activity through December 2013.
[redacted], we value your business and hope this information has addressed your concerns. If I may be of further assistance, please contact me directly at [redacted]. I will be glad to speak with 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,

The attached pdf mentions an "enclosed deposit history showing Surepayroll tax deposits" this is NOT enclosed.

Regards,

Business

Response:

Dear [redacted]:
We have received and reviewed your follow-up correspondence forwarded to us from the Revdex.com. We appreciate the opportunity to respond to your concerns regarding a Deposit History showing SurePayroll tax deposit activity.
I apologize for not including a copy of the Deposit History when I shared our January 27,2014 letter to you with the Revdex.com. While the Deposit History was not sent to the Revdex.com, it was mailed to the address of record for this account. [redacted] is a copy for your convenience.
[redacted], we hope this information has addressed your concerns. If I may be of further assistance regarding this matter, please contact me directly at [redacted]. I will be glad to speak with you.
Sincerely,

Dear [redacted]:
Thank you for speaking with me on January 24,2014, in regards to a refund of the tax liabmties not paid through our SurePayroll Services. This letter is a follow-up-to our .conversation and in response to your correspondence we received from the Revdex.com.
As we discussed,'you should have received the refund by the end of December 2013. Unfortunately. due to the timing of SurePayroll preparing end-ofwyear tax reconciliationi the refund process for your account was delayed. The refund of $[redacted] posted to your Primary Business Checking Account ending in [redacted] on January 21, 2014.'We apologize that you did not receive this refund sooner-and regret any inconvenience this may have caused.
You I requested an itemized list of what was paid from your account. [redacted] is a Deposit History showing SurePayroll tax deposit actiVity through .December 2013.
[redacted], we value your business and hope this information has addressed your concerns, If I may be of further assistance, please contact me directly at [redacted]. I will be glad to speak with you.
Sincerely,

Review: I have a chedking account with suntrust, and I have had one for years. When there is an overdraft charge for a single transaction, the bank will re-order the items so that the fee is at least doubled instead of paying the transactions in the order they were received. I called customer service and asked about this and was told times business will not collect the money for days and that the transaction will remaim in a pending status.

It's interesting to me how a transaction remains pending until a larger transaction will cause an overdraft fee, and then the transactions are re-ordered to allow for additional monies in over draft fees. I have noticed that transactions are held for 5 days or longer before they are paid, while the bank hopes for a transaction to come in that will trigger overdraft and then the transactions are re-ordered, and the largest transaction is paid first causing smaller transacitons to be in overdraft status and therefore more monies are collected in fees.Desired Settlement: Refund monies charged to me today (May 21, 2014) for transactions that went into overdraft that were smaller and should have been paid prior to a larger transaction, and for my transactions to not be re-ordered in the future.

Business

Response:

We have responded to [redacted] by letter on June 5, 2014.

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

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,

I do not think providing this info will resolve the issue. suntrust has the info and look and investigate on their end if they choose to acknowledge the problem.

Review: We cosigned for our son for a vehicle. when his wife lost her job, they fell behind. When this happened, and they were 1 day late, the bank called us rather than calling our son. They said they did not have his phone number, so we gave it to them. Our son requested a deferred payment because of their situation. They said they would send him a form to sign and return. When he did not get it, he called again (all along the bank continued to daily call multiple times) the bank said it was mailed, but they would send him another. He never received it. When he called to ask where it was, they said it was now too late to get a deferred payment because it was more than 30 days late. Mean while, the bank continues to call us multiple times a day asking to speak to our son or me. We have constantly told them he does not live here and we had to give them his phone number each time they called. We found out they were calling our son as well telling him they were not calling us because they did not have our phone number. We tried to work something out with them of which they refused. They said they must have the full amount of the past due and no partial payment will be accepted. In the same conversation we were told if we made a one month payment we could then call back the next day and get a deferred payment. When challenged about the conflicting information, we were asked if we were going to make a payment and they would not answer our question. We asked to speak to her supervisor and was told she would not do anything different. When we insisted, we talked to a woman who hesitated to give us her last name but said she was a shift manager. She insisted the same thing the other girl said was all they would accept. When asked to speak to her supervisor we were told she was the supervisor. We argued that there was someone above her and was told she was not in. She refused to give us her name other than her first name. She said she was not going to give out her co-workers last name to anyone on the phone. We were also told she was not authorized to do anything different and that no one was.

We received a registered letter about 1 week before our son received the same letter, demanding the 2 months payment and fees by June 2, 2014 or they would 'accelerate' the debt. The post date on the letter to us is May 22. We do not know the post date on our sons envelope

We have told them not to call us - they continue to call multiple times throughout the day.

We gave them our sons phone number - they continue to say they don't have his number even though it is his loan.

We have been given contradicting information

We have been harassed and lied to

We feel we have been dealt with overly unfairly and harsh considering our attempts to work things out.Desired Settlement: We also reported this bank to a debt collection complaint bureau and requested that they accept our suggestion of monthly payment plus $100 per month with no additional fees, and no phone calls. However, at this point we feel with their lack of interest to work with us, their un ethical business tactics of luring people with low interest rates and then pouncing if the client is 1 day late is more than we can mentally deal with for the next 4 - 5 years. Therefore the only solution we can see is to terminate our relationship, we receive a refund of all payments, the credit bureau's reports be removed. In essence, the bank, and our families receive an annulment so the transactions essentially never happened. In return, they can have the car. We feel the mileage our son has put on the car is compensation for the loss of work time due to the stress and harassment we received from the bank.

Business

Response:

Dear [redacted] and [redacted]:

We have received and reviewed your correspondence forwarded to us from the BSS regarding the recent service experience and collection calls regarding the above referenced account ending in[redacted]. We appreciate the opportunity to respond.

[redacted] is a signed copy of the Retail Installment Sale Contract Simple Finance Charge (Contract) whereby you agreed to the terms and conditions of the funds lent for the purchase of a [redacted]. In sections 30 and E in your Contract, it states we may take the vehicle if you default and how to get your vehicle back if repossessed.

Your payment is due on the 13th of each month. In general we began to make courtesy calls to clients in the first few days after the due dates if payments have not been received. These calls are not meant to inconvenience you, but rather to let you know we have not yet received your payment and to offer you the 'option of making your payments by phone. SunTrust will make same day calling attempts if we are unable to make a right party contact or valid payment arrangements are not notated on the account.

On April 28, 2014, [redacted] requested an extension and one was mailed. We informed [redacted] he would be required to sign the new agreement and return it within 15 business days in order for it to be processed. Our records do not reflect a new agreement was ever received. '

On May 15, 2014 [redacted] informed he never received the extension agreement. We advised him he would need to make the April 2014 payment of $275.48 and then request an extension for the month of May. [redacted] stated he did not have any money for the extension and his wife was not working but he would call back with a fax number for us to resend the extension agreement. Our records do not reflect a fax number was provided. On May 21, 2014 a right to cure letter with an expiration date of June 2,2014 was sent to both [redacted] and [redacted]. [redacted]

On May 30,2014 we were provided verbal permission to speak with [redacted]. ·Verbal authorizations are only good thru the end of business on the day they are given. Written permission is needed. to be able to speak to anyone not listed on the loan without permission needed each time during the call.[redacted] offered to make one payment, but requested that the payment be applied towards the Julie 2014 payment, then she requested to pay $100 per month until the April 2014 and May 2014 payments were made. We advised [redacted] that per our policy and procedures any payments made would be applied to the oldest payment due first.

We show that correspondence dated June 11, 2014 titled Notice of our Plan to Sell Property at Private Sale was sent to your address of record to advise you that we have repossessed the collateral for the loan as indicated on your Note and Agreement. At the time of repossession there was a total balance owed of $16,178.09 including interest, late charges and repossession expenses. [redacted] is a copy for you to review.

We have reviewed your concerns regarding the negative information on the credit report for this loan. We are required to report credit information accurately to the credit reporting agencies to which we report ([redacted]). Our review revealed that we are currently reporting loan ending in [redacted] as two SO days delinquent (March 2014 and May 2014) in the last·13 months. Based on this information, our reporting to the agendes is accurate; therefore, an update will not be submitted.

In accordance with your correspondence, we have placed a cease and desist notation on our records. This notation will remain in place until we receive a signed request from you asking that it be removed. This notation may prevent any calls or correspondence.

Our policy at SunTrust is to engage in professional and courteous behavior at all times. Please be assured that the customer services situation you described has.been forwarded to th~ appropriate management area for review. SunTrust takes great pride in the reputation we have established In the financial industry, and we strive to maintain our reputation by providing our clients with efficient. quality service.

We hope the documents [redacted] and the facts contained in this letter will alleviate any further concerns. If you have any other questions please call our Collections Department at [redacted]. A representative will be glad to help you.

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,

To whom it may concern,

The response we got from our complaint against Sun Trust is unacceptable. They made no effort to rectify the situation. We just received the response from the bank while we were on vacation last week. An individual had called me just after our complaint was filed who said he would work to rectify the situation and would work directly with me. He promised to call back with an offer and as of yet, we have not heard from him.

Review: A deposit of cash and a check were made in person at this branch on June 23. When we checked the account balance, the deposit was not there. We waited and eventually, on June 30, we contacted the bank regarding the whereabouts of our deposit. The bank could not tell us but gave us a credit memo for the amount of the deposit while they investigated. The next day, the deposit memo had been removed and our original deposit was not credited. So, once again, we contacted the bank on July 2nd to get an explanation as to why the original deposit still had not been credited to our account. The gentleman handling the case said that he did not know and that the credit memo had expired, but he was able to put in another credit memo for the amount. The new credit memo would either expire but the original deposit should be in our account by that time. I informed the gentleman that if the money didnt get credited to my account and stay there, that a police report would be filed.Desired Settlement: We would just like our original deposit to be credited to our account as we had intended on the 23rd of June. We would also like an explanation of why it wasnt credited originally and what they plan on doing to ensure that we do not encounter this problem in the future.

Business

Response:

We responded to [redacted] by letter on July 17, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

Review: All last week (second week in November). I was using my debit card. all purchases were approved. and taking out of my account. they wait till the third week ,( a whole week and two days has went by and the merchants money was taking out) when my second check came threw. in the process of my check coming thru, they put all my debit purchases back into my account which made my balance higher . but magically I have a $108.00 NSF. but there's money in my account to cover EVERYTHING. even when they put the merchants money back in my account. I spoke with a Suntrust Teller, He stated everything is computer, which people sits on the computer pressing buttons,and it's the holidays . In other words they knew what they were doing. That came out of a Suntrust worker ( Thank God for exposing). there's another payment that was taking out. but as I look on my account online I don't see it. so I know they will charge me $36.00 plus the amount .Desired Settlement: I want all my money that they took . claiming I didn't have it. which I did !!!!

1.I had a payroll check sitting in there.

2.week and two days later another payroll came threw.

3. they put all the merchants money back in the account.

Business

Response:

SunTrust has responded to our client [redacted] on 11/25/14in response to Revdex.com complaint [redacted]. Below is a summary of our telephoneresponse.Called the client on 11/20/14 at 9:30 am and explained tothe client we previously refunded $72 of the $108 as courtesy to the client andI have refunded the remaining $36 as a courtesy. I explained to the client thatthe process of how a pending item is processing and the length of time it cantake for the merchant to process the authorized debit made by the client and itcan take several days. Provided the client with several options on keeping acurrent balance in their account and how to prevent this situation fromhappening again. The client was happy.Please close this case on your records.

Review: We cancelled our merchant account with Suntrust last year. Suntrust promised to send a call tag to return the credit card terminal. The call tag did not arrive so we called again and were promised a call tag again. This went on for a while and they even billed us for rent on the terminal. We finally were able to return the device by paying for shipping back and were told the account was cancelled and balance was 0. Now months later we received a collection letter for the incorrect billing of the rent.Desired Settlement: Suntrust needs to clean up this account and make sure we do not receive any collection letters. We spent a lot of time on this now and if we cannot get this resolved soon we will have to involve an attorney and ask for legal fees as well as our time to be paid for.

Business

Response:

Re: Revdex.com complaint# [redacted] We have been unable to locate the client in our records based off of the information provided. Multiple attempts to contact Mr. [redacted] have been made without any response by him. A letter has boon mailed to the address provided by the Revdex.com requesting that he return our calls.