SunTrust Bank

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: 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 Friday July 10, 2015- I attempted to deposit $140.00 cash into my SunTrust checking account via the ATM machine at the Palm Beach bank location. The ATM only deposited $20.00 into my account and did not account for the other $120.00 cash. I went into the bank to file a dispute. The professional I dealt with was [redacted] I explained that I had a bill for $177 coming out of the account on that day and needed the cash put back into my account asap. They filed a claim and said the manager would get back to me. I had to call the branch manager several times, and finally heard that the bank would not be able to deposit the money back into the account for 1-2 business days. In the meantime, I had a bill to pay. So I went to my other account at [redacted] and pulled the money from savings, and went to a location near the bank in [redacted] Beach and deposited the missing $120.00 to get the bill paid. Suntrust fixed the ATM issue on Monday 7/13- on 7/14 one day later, they took back the $120.00 they fixed saying that the money I pulled from my other bank and took to the [redacted] location to get the bill paid was their refunded $120.00. It was not. In total, I spent $240.00 on 7/10 and only have the $120.00 I pulled from my other account to show. Essentially, Suntrust is stealing/keeping $120.00 of my money. On 7/15, today- I have spoken to 3 different people about this issue. I have explained that the ATM issue happened in Palm Beach and the deposit of my money happened in [redacted] and no one is fixing the issue. I am being punished for going and getting more of my money to put into the account so that the account did not overdraft. All I want it my money back that I put into the ATM in cash to pay a bill and no one seems to want to get it taken care of for me. I paid 2 times for this banks mistake and they want to keep my money.

Product_Or_Service: ATM Cash Deposit into Checking Account

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the bank to give me my $120.00 cash that the ATM stole, and interest charges for holding onto my money- for not addressing the issue and holding onto my cash money.

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 close account with Suntrust on and about August 28, 2013. When I close the account, I had a few dollars in the account in which they gave back to me. I was told the account was now closed. No one at the branch took the time to tell me that that the account would automatic open if anything tried to come through. I was under the impression that every thing was fine since I had closed the account. Well it was not, the bank charge me about [redacted] of fees for insuffient fund for a charge of [redacted]. I want to launch a formal complaint again Suntrust Bank. I should have been informed that the account could possible reopen if a charge came in. I tried to talk to the Bank about revering some of the fees, but they would not talk to me and told me it was in collection. I did not get any notices from the bank until yesterday that my account was reopen and I had fees of [redacted]Desired Settlement: Fees Revered

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from [redacted] of [redacted].

I contacted [redacted] today by telephone and addressed the issues she brought forth to the Revdex.com. In addition, I informed her that we have waived the balance owned on the account.

Should you have any questions about our response to [redacted] in the meantime, please feel free to call [redacted], a manager of Executive Services, at [redacted].

Sincerely,

Review: 10/6 I went to the 138 location in [redacted] to deposit money in the atm . I depostied $600.00 in cash. The machine experienced technical problems during my transaction and I received a receipt advising there was an error in processing this transaction and to please contact any Suntrust bank. Because it was a Sunday I couldn't speak with any representative. I called first thing Monday monring 10/7 to file claim. They advised I had to wait 10 business days to have this money put back in my account. This was unacceptable to me due to I had a check coming through for my rent. I spoke with a representative who assurred me they would not return the check due to the claim being processed. Sure enough my check came through and was returned. I have been working with a [redacted] at the [redacted] location who has been very helpful however, it's only so much he can do. He advised he called the 138 location 10/9 and they confirmed their ATM machine was over by $600.00 however, they are waiting for the claim to come through. So I waited patiently checking my account everyday to see if the money was refunded. On 10/17 I called the claims department and spoke with a representative who advised they don't have nothing and basically there was nothing they can do for me. Even after I explained to representative that the 138 location discovered the decrepency and overage, they still referred me back to the location. I then called the 138 location to only be told that they only have 1 representative working and she would have to call me back. Well today is 10/18, 8 days into this claim and no one from the 138 location has called me. This has totally been a nightmare. My rent was returned to my apartment complex due to Suntrust error and I racked up late fee's and NSF fee's from my apartment complex totalling $175.00. I am so frustrated at this point I don't know what to do. I will be closing my account with Suntrust as soon as this is handled and will tell everyone who is willing to listen about this horrible experience.Desired Settlement: I want the NSF fee's and late fee's from my apartment complex refunded to me totaling $175.00. I am also seeking $200.00 for all the time and leg work I had to put into this issue to resolve this matter by myself.

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 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: 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: 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,

Review: Name of Teller: [redacted] of Branch Manager: [redacted] of [redacted]They refused to accept my deposit. I tried to deposit my own check in my own bank account. Required all kind of IDS and told me all these new rules that I have never heard of. I asked for a written policy of the bank saying that. The written policy of the bank did not say what they were saying to me. I called the customer service and they did not have the slightest idea either. I felt insulted. The check was for only [redacted] and I have on deposit in my account more than [redacted]. Under the pretext of extreme caution they did not accept my own check. I seriously doubt if the transaction qualified for extreme caution. I have a stong feeling that my looks may have put me in the extreme caution lane.I like to pursue an apology from both of these individuals and some warning to them letting them know that it is illegal to do this.Desired Settlement: I would like to get a written apology from both of these individuals and some kind of warning to them telling them the illegality of this behavior.

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: Regarding Suntrust [redacted] Billing Dispute, Case Number: [redacted]

In summary, Suntrust has failed to meet its legal obligation to me in processing a Billing Dispute, to which I am entitled, despite my having successfully faxed to Suntrust (3 times) supporting documentation.

On May 31, 2014, I succesfully faxed supporting documents regarding Billing Dispute, Case Number[redacted]. Suntrust never replied to my faxed Billing Dispute submission. The fax was successfully sent (and received by Suntrust) as confirmed by my 3rd-party fax service's "successfully sent" receipt message.

On June 6, 2014, I spoke with [redacted], Suntrust Employee (Operator ID[redacted]) about my Billing Dispute, Case Number [redacted]. [redacted] told me that although the fax number on Suntrust's Billing Dispute forms is accurate, that because Suntrust is in the process of switching to an updated Billing Dispute procedure, that he would email me an updated Billing Dispute fax number, for me to fax my dispute paperwork, but [redacted] never sent me the updated fax (Bigtime Failure Number One).

On June 9, 2014, I spoke with[redacted], Suntrust Employee, and told her of [redacted]'s failure to send me the updated fax number. She then asked me to re-fax her my Billing Dispute documents, to her local fax number of [redacted]. I immediately re-faxed all Billing Dispute supporting documents to [redacted] to this Georgia fax number, and the fax was successfully sent (and received by Suntrust) as confirmed by my 3rd-party fax service, which sent me a "successfully sent" confirmation receipt message. Again, in this situation, [redacted] did not reply to my fax (even though she said she would do so) and [redacted] never followed up to call me back to say that she received my Billing Dispute supporting documents (Bigtime Failure Number Two).

On June 16, 2014, I finally received the pre-populated Billing Dispute paperwork that [redacted] said (on June 6, 2014) he would send me (10 days too late) and the forms still had the same outdated fax number on the form, that [redacted] said would be updated, but apparently the fax number was not updated, contrary to what he said (Bigtime Failure Number Three).

On June 19, 2014, I again (for the 3rd time) re-faxed my Billing Dispute documents, including the pre-populated form mentioned above) to the Suntrust Georgia, local fax number ([redacted]) that [redacted] (Suntrust Employee) gave me, and the fax again successfully was sent (and was received by Suntrust) as confirmed by the receipt message I got from my 3rd-party fax service, verifying the fax was "successfully sent." Yet again, [redacted] failed to follow-up with me to call me and let me know she received my fax, and I sitll have not heard anything from anyone at Suntrust about this Billing Dispute matter.

All of my efforts, in addition to my also sending electronic messages to Suntrust, via my Suntrust online account, have failed to yield any favorable or positive response from Suntrust.Desired Settlement: Dear Revdex.com team, I hope you are all happy, healthy and doing well.

Requested Action Items: It is my expectation that a Senior Suntrust Manager will contact me by email ([redacted]) or by phone ([redacted]) to give me favorable status update about my Billing Dispute.

It is also my expectation that a Senior Suntrust Manager will quickly intervene, on my behalf, to ensure Suntrust Bank quickly processes my Billing Dispute (in my favor, of course) to my 100% complete, satisfaction.

It is also my expectation that Suntrust Senior Managers will ensure that the correct Billing Dispute fax number is noted on all existing Billing Dispute forms, so Suntrust customers have 100% accurate information.

In addition, for all the hassle that I have experienced, and that Suntrust has put me through, I would also ask that Suntrust reverse/eliminate all purchase interest charges, billed to my [redacted] Card for this fiscal year 2014.

If Suntrust Senior Managers accommodate my request and address all of my noted concerns, to my 100% complete satisfaction, then wonderful - but if not, then I sadly will have no choice but to pursue and escalate this urgent matter further, as appropriate. With that said, I thank the Revdex.com team, in advance, for its much valued conscientious hard work and efforts in helping me to resolve this very important matter.

Best regards, [redacted]

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

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

Regards,

Review: 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.

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: 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: 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 claim pending with [redacted]., Inc., regarding a purchase I made with my SunTrust debit [redacted].

To complete my claim, [redacted] wants a letter showing that my Suntrust debit [redacted] (ending in [redacted]) links to my SunTrust checking account (ending in 1970). (My checking-account statement does NOT show that the purchase was made with my debit card ending in [redacted]).

At first, I contacted SunTrust through "online chat." The rep. could do NOTHING for me (She could NOT send me any kind of correspondence....no email....no postal mail). She just kept telling me to go to a "local branch," even after I had repeatedly told her that SunTrust has ZERO branches in my area (I signed up for my checking account online).

Then I sent SunTrust a secure message, asking for a confirmation letter by postal mail. But the rep. misunderstood my request, saying that "no email could be sent." He also told me to "step into a branch," without even checking to see whether that were a reasonable option.

I then called SunTrust. The rep. was USELESS. All she did was tell me to "step into a branch," even after I had repeatedly told her that SunTrust has ZERO branches in my area.Desired Settlement: I need a letter (sent to me by postal mail), confirming that my SunTrust debit card ([redacted]) links to my SunTrust checing account ([redacted]). In the letter, please reference the last four digits of each account ([redacted]). Finally, please ensure that the letter has a SunTrust letterhead.

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: 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.

Review: Concerns regarding causes for overdraft fees.

Researching the Suntrust Online tool at 7 PM 04/04 reflected account charges that were posted and paid under balance. One charge at $84 was posted which would generate an overdraft fee. Expecting this overdraft I reviewed the online service 04/05 at 1PM to discover the payments were now posted in a very different order, the $84 charge was posted "before" smaller charges that cleared previous day. The online service had reorganized the order the charges were applied to the account. This caused 4 overdraft charges vice one which was expected.

On 4/4 charges were posted and balance was near liquidated, on 4/5 the $84 charge posted ahead of earlier charges creating three additional overdraft fees. Called Suntrust to work out details, call was disconnected!Desired Settlement: I would like three overdraft charges returned to my account at Suntrust.

Kindest Regards,

Pete Keys

Business

Response:

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorlz.atton was received. Please close this case on your records.

Review: I opened a checking account at the SunTrust bank branch located at [redacted] on 8/21/2015 and made a deposit of $100 via personal check to myself. A couple days later, I found out that my account was frozen without any communication from SunTrust. I went to the branch and was told that since the address linked to my social security number did not match my current address (I moved to a new apartment since 7/2017), my account was flagged as potential fraudulent and frozen, and that the branch manager would file all the necessary paperwork to restore my account. They promised to call me with updates but never did. Therefore, I have to call to check everyday, and kept being told that they are waiting for approval from their regional manager, who is on vacation. Yesterday, I went to the branch again. The branch manager, [redacted], helped contact the regional manager without success, and promised again to call me today with updates. She also told me that there will be a regional manager visiting the branch on Thursday, and she will stay until 7 pm to ensure my issue would be resolved, and I would have access to my account to pay rent. Today, as I haven't heard from her, I tried calling her and was only able to talk to her in my 3rd call. She scolded at me for calling too many times, and accused me that I failed their fraudulent checking system due to social security fraud. She told me that she would not be doing anything further for me, and I am welcome to close my account, but since I failed their system, I should not be able to open an account anywhere else. I have a good standing checking account with [redacted] since 2011.Desired Settlement: Apologies from Ms. [redacted], reopening of my account or closing of my account and refunding of my $100 deposit, payment of any late fees for my rent

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your

correspondence forwarded 1o us from the Revdex.com regarding the hold placed on your

checking account referenced above. I appreciate the opportunity to respond Our

records show that, on August 21, 2015, you opened the above account at our

Blacksburg [redacted] Branch During the review process a business decision was made

to close your account. A hold was placed on the account in preparation !or the

closing. You were informed that the branch or area manager may be able to

override the account closing decision, but regrettably, this could not be done_

Sun Trust's right 10 close the account is documented beginning on page 22 (copy

[redacted]) of our Rules and Regulations tor Deposit Accounts, which is provided

at account opening and available on our website suntrust.com (see About Us ?Fee

Schedules ?Deposit Account Disclosures). Our records show the account is now

closed, and the funds were mailed to you on September 8, 2015 via Official

Check [redacted] for $1 00 Regarding the service you received, as well as the

service you mentioned when you visited our branch, your comments are very

important to us and were shared with the appropriate management. We understand

that we did not meet your expectations and regret any inconvenience caused. Ms.

[redacted], we wish you well in your future financial endeavors. If you have any

questions, please feel free to call me at [redacted] I will be happy to

help you.

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: When I contact Suntrust, they either lead me on, tell me different things for my one situation, or hang up on me which leads to multiple calls. If I call for advice, clatification, or guidance, I should be able to rely on the information given to me, but instead the next rep tells me the previous rep was wrong...this means I am penalized. I have opted oit of overdraft coverage as instructed, but only to still be charged two fees.

On the other hand, I asked for a stop payment and the rep told me it can only be done for a specific amount from a merchant....I found that this was not true and the rep did not do the stop payment at all...now I have hundreds of dollars in fees from multiple attempts at this one company to withdraw money from my account. The service I receive from Suntrust is not good at all...I get wrong information that the employees are not being held accountable for...the only way for me to resolve this is to close my account and seek punitive damages.Desired Settlement: I would like for the two debit card overdraft fees to be refunded since I opted out of this service as advised, and I would like to have the appropriate stop payment placed for the merchant I have informed you of along with a refund of all fees charged as a result of the withdrawal attempts.

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.