SunTrust Bank

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: I had an account with suntrust bank and deposited my payroll check into the bank on Thursday 8/13. I was informed that funds would be available on 8/14... On 8/14 they were not and they date then changed to 8/17 & to 8/20 from there because my payroll check was being investigated. When calling the bank I haven't been told anything other than that my account is frozen until notice & once it is unfrozen on the 21st any funds left in the account will be mailed to me.... The amount that is owed to me is 684.27 why is it so hard to give me my payroll check since they are closing my account and giving no reason as to why. My job has proof that the check has cleared Suntrust but they are still witholding information from me. My paycheck is my livelihood and I dont want their to be any animosity between my job and I over these funds.Desired Settlement: I would like my paycheck to be unfrozen so I can go into the branch and pick it up. I will not wait 7 to 10 business days from the 21st to recieve my funds as I get paid every two weeks... I can't leave without my check that is why I'm being persistent about my claim....

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 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: On 6-24-15, I went to the SunTrust branch on Jonesboro Rd in [redacted] to make my July mortgage payment. I went through the lane outside. I paid with a physical check drawn from MY SunTrust account and the next day, while reviewing another checking account, the funds had been debited from that account, thus causing an overdraft to my account. This situation was totally thrown back into my lap to correct. I did not make the mistake, but I have been put through the ringer to fix and now on July 15th, it is still not corrected. One overdraft fee of $12.50 has been paid by Suntrust, but there is one other charge plus interest on my equity line. My mortgage payment was $3700, so most individuals do not carry an extra $3700 in a secondary account. I did get good service from [redacted] at the branch, but he turned it over to [redacted], branch manager and she has not followed through as she should. When I met with [redacted], I asked that he file a complaint, which he did and [redacted] has called, lm a couple of times, but I can never get him on the phone. I left my cell phone number, which I have with me at all times, but he has never called me back. If I could move my mortgage I would....Suntrust customer no service is terrible. I expect a call from someone with authority and a refund on charges that were Suntrust mistake. I could go on, but I have wasted enough time. Tell Mr. [redacted] to call, your CEO. I am sure he would like to know what is happening at his branches.Desired Settlement: Refund the money I have had to pay, due to Suntrust error. A letter to my back advising that the error was Suntrust not my mistake and finally a call from someone with authority, not a clerk.

Business

Response:

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.comregarding the error that occurred when you made your monthly mortgage payment at our[redacted] I appreciate the opportunity to respond.Your comments regarding the payment error are very important to us. I understand thatyou spoke with Mr. [redacted] of our Client Advocacy Group and Mr. [redacted],area manager for [redacted] about this matter. I was informed thatwhen Mr [redacted] spoke with you, you advised him that you incurred a number of feesdue to the error and requested a refund of the fees. Our records show refunds werecredited to your account on June 25, 2015 ($12.50), June 30, 2015 ($6.00), and July 16,2015 ($5 02 and $1250), for a total of $36.02.We understand that we did not meet your expectations in this situation and apologize forany inconvenience caused. [redacted] please find a letter that you can provide to U.S. Bankregarding this incident that was not any fault of yours.Mr. [redacted], your satisfaction is important to us, and we ask that you allow us theopportunity to regain your confidence. If you have any questions or concerns regardingyour account, please do not hesitate to contact us via your Online Banking Profile, call usat [redacted] or visit your local SunTrust branch. A representativewill be glad to assist you. Thank you for banking with SunTrust.Sincerely,

Review: On October 26, 2015, I called and spoke with a Suntrust representative to arrange a car payment. I called and scheduled a payment of $890.52, the payment is for the due date and the next payment due date. I paid ahead of time because I have to leave the country for the month to visit an ill relative. I also requested to set up automatic payment on my car loan due to the fact that SunTrust Bank does not provide the ability to make a car payment online, as well as there isn't a local branch in the city. The representative told me that the auto payment would be automatically drafted from my bank account and I provided her my bank account and routing number. I assured that it was all set and ready. But, on January 9, 2016 morning, I received a call from SunTrust Bank and I wasn't able to pick up the call. So I call them back and their representative told me that my payment was late. I was very surprised because I had already set up automatic payment with the previous representative. But he told me there isn't any automatic payment setup on my account and I was charged a late fee. That's fine, we went back and forth and finally had the situation taken care of; they need me to mail this form that they will send out along with a voided check.

Upon checking my credit score today, SunTrust Bank gave me a 30 - 60 days late delinquency on my Transunion, Equifax and Experian credit report, causing my credit score to drop 29 points. This is absoulutely unacceptable as it is not my fault that the representative did not set up automatic payment as she had told me. With my previous car loan I have never missed or have been late on a payment and it was always on time and the car was paid in full, same goes to my credit cards.

Please correct this error as soon as possible.Desired Settlement: Please remove the delinquency on my Transunion, Equifax and Experian credit report.

Business

Response:

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

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Late payment status still reflects on my Transunion, Experian and Equifax credit report. Please have those status removed .

Thank you,

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: Poor service and refusal of customer request.

I walked in to the [redacted] branch of Suntrust where I requested a replacement debit card . The branch employee examined my card and said that I was not in need of a replacement card. My card sits and bends in my wallet and they frequently crack and need replacing. It's also the [redacted] Skymiles card, which I pay 75 dollars a year for and use almost exclusively. I didn't appreciate her condescending attitude and her comments to me that " I must be in the branch because I have a problem." I don't think insulting and condescending commentary is endorsed at Suntrust. Additionally, I requested a courtesy refund of $36 dollars for one of two overdrafts which I paid for last week. Again she refused, citing that I had received one in March. I requested a June and July 2013 statement for a legal issue and she refused to provide a cost breakdown including time and fees associated with the request. I'm almost certain that customers are entitled to know what they will pay for something before the service is ordered, particularly in banks. I am offended, and insulted and will pursue additional action outside of this forumDesired Settlement: Would seek a replacement [redacted] Skymiles card and refund for a $36 dollar NSF charge and a sincere apology.

Business

Response:

Re [redacted] Revdex.com Case [redacted] We have responded to [redacted] by letter on June 18, 2015. If you have any questions about our response, please contact [redacted]. Sincerely, [redacted]

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: [redacted] who is the Senior Business Consultant and handles Suntrust Merchant Services for the [redacted] branch. He got us to switch our card processing over to their system, and made guarantees that we would be receiving the same quality we were getting from using the Square reader, but better. We began having issues with the time of funding to our account, and even batch out time. [redacted] does not return phone calls and many times his voicemail is full. Only after contacting the branch and speaking to another team member there did [redacted] finally email me back. I was made guarantees that cannot/will not be followed through on and then all communication ceased. I was charged for a terminal and for services that are extremely inferior. Also, I was told that we would be locked in at a certain percentage, and when doing the calculations, on a regular basis, the fees taken out were more than what was quoted. An institution such as Suntrust should not send people out to represent the merchant services company that they partner with if they do not truly understand what they are marketing. Additionally, if you are a professional then you should take time to call back those customers who you have been contacted by.

Product_Or_Service: Credit Card Processing Terminal/ ServicesDesired Settlement: DesiredSettlementID: Refund

I want to be refunded for the terminal and for any charges/service fees that were accrued during the amount of time that our merchant services account has been unused. I want our fees that we have been charged from the beginning of our agreement to be assessed to solidify if I was over charged. And if so, I expect to be credited back that 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.

Review: I have a car loan with this company for a [redacted] that was totaled on 3/24/2015. My insurance company sent a check totaling over $13,000 and the GAP sent a payment less than three weeks later leaving a balance of about $500-600. This bank has not only charged me late fees, harassed me to make a payment after they received nearly the full amount left on the loan, but also sent me to collections and reported me as late to the credit bureaus. When I have talked to people at their call center, they have routed me to different departments that were either closed, dropped my calls, or flat out refused to help service my account. I asked numerous times for someone to explain my balance and why I am being charged late when they received a large payment to pay off the loan. After having paid on time every month prior to the accident, the customer service agents have treated me as though I was not worthy of their service and as if I am a typical late paying customer who doesn't care about my bills. Prior to this accident, which by the way was not my fault (the other party was at fault), I had not one negative payment or blemish on my credit report. As a result of poor customer service and laziness on behalf of Suntrust employees, I have been reported to the credit bureaus as late and my credit has been adversely affected, causing me to have to return a vehicle purchased to replace the totaled vehicle in question. The employees here do not value the customer and are rude, and as of now I feel that WHEN I purchase another vehicle I will NOT get a loan through this bank again. I will not even allow them to run my credit for approval.Desired Settlement: I need someone to help me with this account and get these negative marks off of my credit. I need someone to explain to me the balance and what I need to do to get my balance to zero besides telling me to just pay the amount. One person mentioned a life insurance policy and warranty that may have been charged through the dealership, but I want someone to break down each charge and explain how to rectify this account and get it in good standing while allowing me to understand the process and feel like a valued customer.

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding the balance owed on your above referenced account.

We appreciate the opportunity to respond.Your Motor Vehicle Retail Instalment Sale Contract with you

signed on June 7, 2014 shows that you agreed to make 72 monthly payments of

#383.97, beginning July 22, 2014 ([redacted]). The payment information in the

Contract is based in the assumption that all payments are made in the due date

for the scheduled amount due. If your payment is made before or after the due

date, exceeds or is less than the amount due or it any fees are assessed, the

amount owed and how the funds are applied will change.As stated in the contract, this is a simple interest loan,

meaning that when a payment is received it is applied first to any fees and interest

owed, with the remainder of the payments applied to principal. In addition, if

your payment does not reach us by the due date, interest continues to accrue on

the unpaid balance.Our records reflect that the vehicle was reported as a total

loss on March 24, 2015. The balance owed at that time was $21,171.24. Because

we did not received your scheduled march 22, 2015 payment, a late fee of $18.96

was assessed on April 6, 2015. We received an insurance check for $13,100 on

April 14, 2015, and on May 5, 2015 we received a warranty check for $1,013.38.

Both of these checks were applied as principal payments.We did not received your April 22, 2015 payment; therefore,

on May 7, 2015 a late fee of $19.20 was assessed. On May 26, 2015 a Gap

Insurance check for $6,134.43 was received and applied as a principal payment.

A late fee of $19.20 was assessed on June 8, 2015 since we did not received a

May 2015 payment. On June 11, 2015, another insurance check for $545.63 was

received and applied as a principal payment. As a courtesy, on June 15, 2015,

we waived the late fee of March April and May 2015, totaling $57.36. [redacted] for

your review is a copy of your payment history showing these transactions.Currently your account is 97 days delinquent. As of June 26,

2015 the amount owed to SunTrust is 5501.32, which represents principal of $263.26

and interest of $238.06. The per diem is $0.0421215.Our records show that payments were reported as 1X30 days

late, 1X60 days late and 1x90 days later. While we understand your concerns,

SunTrust bank has an obligation to provide accurate and complete information

regarding all customer accounts to the major credit reporting agencies. Given

that your loan was delinquent, we are obligated to report your loan

accordingly. Based on this obligation, we are unable to remove the delinquent

reporting of your loan.If you have not already done so, you may dispute the

reporting directly with the consumer reporting agencies, and also add a

consumer statement to your credit file. In the consumer statement, you may

explain the reasons for reporting, and any creditor or potential creditor will

see your consumer statement when they access you credit file.[redacted], we hope the information provided is

helpful to you. If we may be of further assistance, please don’t hesitate to

call [redacted]. A representative will be glad to help you.

Review: The worst bank I have yet to bank with.There investigation team is a complete fraud and they are complete full of crap. My Debit car was cloned and used with out my knowledge.The investigation team denied my claim based off they could not find the fraud and the investigator claimed my case is different then most cases. So basically he is telling me all fraud is exactly the same and if some ones case is different we are denying it.Any other bank would of granted me my money being that my account is suppose to be insured but obviously that's false advertising and ground for a nice fat law suit.Its sickening that I was a victim of fraud and I was treated like a damn criminal. its not about the money its the concept and the mere fact that I trusted this bank to do there job and they have failed they have lied and treated me like a criminal.Desired Settlement: I want my money back not only do I want my money back I want double the money and a hand written letter of apology from the investigator for there failure to do a proper investigation. And and explanation why they assume all fraud has to be the same all criminals must think alike other wise if its different its not fraud.I also want a signed statement from the bank that they will continue to bank with me with out prejudice or any type of profiling and or vindictive behavior

Business

Response:

Re: Revdex.com complaint # [redacted]

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

Please close this case on your records.

Review: Suntrust performed a checkcard adjustment on my account on 5/18/15 for 30.00. My husband and I called and asked for an explanation as to why that adjustment was done by them (since it had no description) and no one was able to tell us what had happened, they just kept repeating that they're systems didn't show what the adjustment was for. They told us to wait until someone contacted us. I do not understand how a bank can do this, they can clearly see that the adjustment shouldn't have been done. I've never had any issues with my account and I believe that if a bank does some type of adjustment (and debits) on my account I should be notified immediately and should provided an explanation.Desired Settlement: I want the money to be credited back into my account immediately.

Business

Response:

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

Review: I closed my account on 10/17/2014 and withdrew my account balance in cash when I thought the security of my account may have been compromised when I misplaced my checkbook. Suntrust re-opened my account on 10/21/2014 without my knowing at the time and paid an auto-draft bill creating a negative balance and therefor and overdraft item fee. Suntrust then proceeded to charge me an account maintenance fee of $7 and then another overdraft fee. Nothing should have been charged to my account after I closed it in good standing on 10/21/2014. I don't think Suntrust should have the right to REOPEN my account and then charge me fee on top of fee. I paid the bill that was auto-drafted but don't think I should pay anything further since I had already closed my account. [redacted] waived a portion of the fees but there is still another $36 fee and I am sure I will be charged more on top of it if this matter isn't settled ASAP.Desired Settlement: I would like my account closed again and the outstanding $36 fee to be removed.

Business

Response:

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

Review: I've been a Suntrust Rewards Visa card holder since '03. Since then, I've been building up rewards points at an exchange rate of 1 point / $ 1 dollar spent. As of Sept 2015, that total equaled 103074 points—or $1030.74.

In early Oct 2015, I legally changed my name and went to a branch near my house to have my account updated and to order new credit & debit cards. Two weeks went by and I never received my new Visa card in the mail, so, I went online to my account to check the status of my card and to finally convert the points from my Rewards Visa into cash.

When I logged into rewards.suntrust.com, I noticed that my single Visa card showed up two times, “Visa Points” account 2 with a balance of 103,074 and “Visa Points” XXXX-XXXX with a balance of significantly less (around 5000 at the time). I clicked “Redeem” and set the filter to deposit the maximum cash amount into my checking account, which at the time was about $1050. Immediately I was met with an error. I tried multiple times and was unable to complete the transfer.

Confused and concerned, I called Suntrust’s help line. First, I requested that they send me a new card with my new last name, and next I asked them to help me deposit my rewards points into my account. Initially I was told that it couldn’t be done over the phone. I was transferred to the credit card office of Suntrust and was told that there was an “issue” with the system and that I would be contacted in the next couple of days.

A week later, after not hearing anything from Suntrust, I again visited my local branch and alerted them of my issue. They told me they were unable to help as it was a credit card issue, but that they would “make a note in my file.” In the end of October, I made one final call to Suntrust and was given the same “computer issue” excuse and told that someone would contact me shortly. It has now been over a month and a half, and I still haven't received any word as to why I I am unable to obtain my $1030.74 from SunTrustDesired Settlement: I will not be satisfied until the $1030.74 I earned with my credit card is deposited into my SunTrust checking account.

Business

Response:

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

Review: I received a text message regarding my checking account balance. Suntrust withdrew two payments for my automobile loan without my consent. I immediately called the claim management center, they stated I would need to speak with the fraud department. I called the fraud department and was told I would need to speak with customer service on Monday as no on was available to help me. On Monday morning I called customer service. After being on hold for 32 minutes, I personally went to the local branch, located in the same building as my employer, to have the situation corrected, I was told nothing could be done until the transaction posted and the system may catch the error before posting. The next morning I went back to the same branch to have my account corrected since a debit was made to my checking account for twice the minimum scheduled transfer. No explanation as to why my account was charged twice. During this time I was in the process of purchasing a new vehicle. When the dealer called for my loan payoff they were not informed of the discrepancy and I had no indication from the bank or dealer when this figure was obtained. The payoff was shorted by $603.08 because of the bank's error. Had the payoff been correct at the amount I originally provided the dealer I wouldn't have to fork out the additional $603.08. I made every attempt to have the situation resolved.Desired Settlement: I would like the $603.03 that was not included in my new finance agreement because of Suntrusts' error.

Business

Response:

Please see attached response.

Business

Response:

Re: Auto Loan Account ending in [redacted] Everyday Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding funds debited from your checking account for loan payments and the payoff amount quoted for your loan account. We appreciate the opportunity to respond. We regret that you were not satisfied with the service you received when you contacted us about the duplicate payment. Please be assured your comments concerning this matter were forwarded to the appropriate management area. Our records reflect that, on April 26, 2015, we received your Online Banking payment in the amount of $1,248.40 that was applied to your loan as instructed. (Please note that SunTrust did not authorize debiting of the funds from your checking account.) On April 28, 2015, we received a request to reverse $624.20 of the payment and credit the funds back to your checking account. The funds were credited to your account on that same date. On May 15, 2015, we received a payoff check from [redacted] for $30,450; however, the check was returned because it was short $579.20. On May 20, 2015, payment was received in the amount of $30,457.83, which brought the account balance to zero. You requested reimbursement of $603.08 due to an incorrect payoff quote. We find no record of quoting a verbal payoff or sending a written payoff to you or to a third party. Therefore, we respectfully decline your request. Ms. [redacted], if we may be of further assistance, please don't hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust. Sincerely, [redacted] Assistant Vice President

Consumer

Response:

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

The issue was not addressed. I did not authorize two payments be withdrawn from my checking account to be applied to my loan and no one at Suntrust could tell me why or how this was done. I made every attempt to have the issue resolved but Suntrust was unable to do anything for two days. The dealership did call for a payoff of the loan before the issue was resolved. I can provide the name and date of the Suntrust representative if needed.

Review: it is a very long story but I will try to shorten it as much as possible we purchased money orders for a truck payment we were notified a month after making said payments that the dealership never received them we went through the process of tracking down the money orders to see if they were cashed and we were told by [redacted] they were we have to spend about $100 just to get copies of the front and back of the money orders to see if they were altered and where they would cashed unfortunately that only gave us very little information so we had to send for what [redacted] calls a source of receipt. the source of receipt told us that the money orders were deposited into a SunTrust checking account let me also state the money orders were completely filled out and made payable to the dealership the individual just their name to the line. we then went to SunTrust and spoke with a representative as well as the branch manager who assured us that a fraud investigation would be initiated and someone would contact us within 7 to 10 business days that never happened long story short we wound up making at least 3 different trips to this SunTrust branch trying to get answers then we had a court date because we would not turn over the vehicle because we had all of this proof stating we made those payments but the judge send order stating that we would go back to court on June the 8th he felt I'm sorry she felt that should be enough time for SunTrust to do the investigation and refund us our money and for the dealership to return our truck to I well needless to say after we have provided SunTrust with all documents needed when I say all documents I mean all documents needed they are still refusing to refund the money they want us to go through the long drawn out process of having [redacted] request the money from them that can take anywhere from 3 to 6 months 3 to 6 months that we do not have and we have been dealing with this issue. We have a court date of June 8 I sent that paper work in also. I have 11 docDesired Settlement: DesiredSettlementID: Refund

WE are only asking for a refund of our funds that we have work hard for I am very sick and I have doctors appointments that I have missing because I don't have a ride to get to the doctor we have provided all the proof needed to show that their client fraudulently deposited our funds into her account we're just asking SunTrust to do the right thing and to stop dragging their feet and making this a longer process than need to be and just refund us our hard earned mone

Business

Response:

SunTrust responded to the complainant (non client) by telephone on May 21, 2015 and resolved the dispute. Please close this case on your records.

Review: I deposited a check that was sent to me for $2,950 and after a few hours I try to log on to my account and it doesn't let me so I call customer service and they said SunTrust closed my account due to a scam and to go visit the manager of that bank for further assistance. The manager of this bank was extremely rude and said I need to check with them whenever I make large deposits like that and SunTrust has the right to close my account without giving a reason why. They wouldn't even give me a reason as to why they think the check was a scam so I'm the victim here and I want to report it to the police but the bank can't even tell me why they returned the check. The manager said I even had to pay overdraft fees that were not even my fault because they decided to return the check. He did not help me at all and just wanted to get me out of his face asap. This was the worst customer service I have ever experienced from a manager. I have already spoken to corporate and they are investigating into why the bank did this and they even agreed that the manager should have been more helpful. They claim because I don't normally make deposits that big and so it was suspicious. So basically they are being racist and sexist and yet I just open this bank account 2 weeks ago so how do they know what kind of deposits I make. Accusing and assuming things like this is very inappropriate. It would be great for him to apologize to me or get fired for being such a horrible manager. He needs training on customer service! Worst bank ever and I already opened another bank account with [redacted] because they treat you way better. Suntrust just wants to screw you over. Dont bank with them.Desired Settlement: DesiredSettlementID: No settlement requested - for

An apology would be great and my check back.

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.

Review: In late January, I received a statement stating that my escrow account was $299.95 short. I had the option of sending a check for that amount or paying 1/12 of it every month in the form of a higher monthly payment. I chose to send a check for the full amount. The check was received by suntrust and cleared my bank account on Feb 7, however I received a monthly mortgage statement for the higher monthly payment despite the fact that I had sent the check. I called on Feb 3 and spoke with someone named [redacted]. She said they would mail a new mortgage statement with the CORRECT lower payment amount. I’ve waited 3 weeks and still have not received my correct statement for my payment that is due Mar 1. I called again on Feb 25 and spoke with a woman whose name I don’t know and she said I would not receive a new statement. WHY???? I explained to her that I wanted a CORRECT statement for my records showing the actual breakout of the CORRECT monthly payment. I have the right to see how my monthly payment breaks out because I want to make sure that my payments are being applied correctly. It’s not my fault that [redacted] gave “incorrect” information if it was incorrect. For all I know, the woman I spoke to on Feb 25, could have been providing incorrect information. All I know, is that it’s inconsistent and that’s unacceptable. It’s not my fault that suntrust gave me a choice of how I wanted to pay the escrow shortage and then made an incorrect assumption without even waiting to find out which decision I made. It’s also not my fault that my mortgage was sold to suntrust. I did not choose them, but I’m stuck with them. They need to make good on what I was told on Feb 3 and send an UPDATED STATEMENT WITH MY CORRECT MONTHLY PAYMENT AMOUNT. If it turns out [redacted] was incorrect in the information she provided then they still need to make good on her promise to me and then discuss with her how to do her job. I expect to see my new March statement in the mail VERY SOON so I can still make my payment within the grace period. I WILL NOT PAY A LATE FEE BECAUSE OF THEIR ERROR OR THEIR MISINFORMATION. It’s obvious their employees need more training.Desired Settlement: I want a CORRECT mortgage statement sent to me for the CORRECT amount I owe on Mar 1 as promised by [redacted] on Feb 3.

Business

Response:

Dear [redacted],

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client dated March 7, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Officer

Consumer

Response:

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

The response did not contain a resolution, it was just a letter from [redacted] saying she received my complaint. Why doesn't [redacted] contact me directly?? I have been in contact with [redacted] and when I spoke to her on Feb 28 she stated that she would have someone send me a CORRECT copy of my February mortgage statement. It's been over a week and I still have not gotten it. I called on Feb 4 and spoke with [redacted] requesting that a correct statement be sent and it has been over a month. This is more than enough time to send a piece of paper. I have not made my Feb payment and it is due in a few days. I have already told [redacted] that I will not pay the late fee because they cannot get my account straight and send a simple piece of paper. This is completely unacceptable and unprofessional. I DID NOT choose suntrust, my mortgage was sold to them and I am not satisfied with their handling of my account or their customer service.

Review: on 3/10/2016 I received a phone call from a Suntrust agent. Regarding the mortgage on my house.

The customer service rep says this is an attempt to collect a debt.

I said excuse me? She said you owe us a mortgage payment. I stated that I did not that it will be auto paid on the 15th that they set up for surepay.

The customer service rep states that the mortgage is due on the 1st of the month and if it is not paid by then then they will call every month. I stated that they are the ones who set up the surepay to be deducted from my Suntrust checking account on the 15th of every month.

mortgage is due on the 1st but you have a grace period until the 15th in which the money is auto drawn out of your Suntrust checking account with surepay.

So if I pay today like she demanded I will have the same amount auto drawn with surepay on the 15th. That will be two payments in one month. Why on earth would I make two payments in any one month, when I have never missed a payment. I refuse to make a payment on the 10th and the 15th. I have proof of every payment.

When I asked for a supervisor she said there was none available. That I could leave a message with him. She then states that my mortgage is due on the 1st. So if its not paid by the 1st they will call. So she even demanded it is due before the due date.

This is unacceptable behavior from a business, This is also a form of harassment. They shouldn't call until after the 15th which is their grace period not mine. They set that day for the auto draft.

I have posted several times on their facebook page requesting a Supervisor to call me back. They remove the post, I guess they do not want the public to see their business style and harassment.

Thank You for your time.Desired Settlement: The company needs to call and apologize, They need to not call me regarding a late payment until their grace period is up. They also need to better train their customer service reps to not be so rude.

I pay my bills on time. I can pull my credit report where I have no missed payments on any of my accounts.

Business

Response:

Dear Ms [redacted]: We 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 March 23, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna C[redacted] Officer Mortgage Escalations Resolution Team

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: In July 2012, SunTrust was asked to close my account with the bank. In November 2013, I received a call from a collection agency advising I owe $200+ to SunTrust. I immediately called SunTrust Customer Service where I was bounced back and forth between internal departments. I asked that my complaint be escalated to the executive level. I received a call the following day from [redacted] stated he would call me back the next day, which he didn't. I contacted Customer Service again about a week and a half later. They advised they would have [redacted] call me again. He finally called. He asked me to pay fees I am not responsible for despite his confirmation that I contacted the bank last year to have the account closed. I asked that my complaint be escalated to the next level. He would only provide a generic PO Box to send my complaint.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am okay with [redacted] offer with the exception of his inclusion of a $30 chargeoff fee. I do not believe I am responsible for this fee because I made multiple requests to cancel the account with SunTrust months before the fee was even assessed.

Business

Response:

We received your Authorization to Release Response for the

above referenced case. Attached is copy of our response to the client on

January 2, 2014. Thank you for contacting SunTrust.

Dear, [redacted]:

We have received and reviewed your recent letter and the

correspondence forward to our office from the Revdex.com regarding the balance owed on

the above referenced checking account. We appreciate the opportunity to

respond.

After reviewing your account and the previous phone calls

with SunTrust representatives prior to our conversation on November 7, 2013, it

was determined the transactions and assessed fees, which resulted in your

account being closed as unsatisfactory with an amount owed to SunTrust, are

valid. Listed below are the transaction which caused your account to become

overdrawn.

When an account becomes overdrawn, the amount to bring the account to a

positive balance is due immediately. Your account was overdrawn from July 3,

2012 until September 5, 2012. As a result, it was closed with an amount owed to

SunTrust of $241.04. This amount represents the transactions [redacted] and a

$30.00 overdraft closing fee.

You mentioned that you attempted to close the account in

July 2012. We have no record of your request to close the account. As stated in

our telephone conversations, your last recorded conversation was on July 31,

2012, in which you discussed the garnishment that was at that time pending

against the account in the amount of [redacted]. You also stated that you thought

the account was only overdrawn [redacted].

Based on the account activity and the above information, the

fees were appropriately assessed. After we spoke, $[redacted] was refunded to the

amount owned as a courtesy. We respectfully decline further courtesy refunds.

[redacted], we will appreciate your meeting your obligation to SunTrust by

repaying the amount due of [redacted]. You may remit the amount owed using the

enclosed, postage-paid envelope. Please contact our Retention and Recovery

Department at [redacted], if you have any questions. 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.

[redacted] and I have already spoken and were not able to come to terms in reference to this matter, which is why I escalated my complaint to the executive level. After speaking with [redacted] office, I was referred to [redacted] who [redacted] reports to. I spoke with [redacted] on 1/7/14. I advised her that I would satisfied with [redacted]'s offer to remove fees and reduce with the balanc.e. We did not agree on the validity of the charge off fee of $30, and that is where stand today. I left [redacted] a voicemail on 1/14/14 and am waiting to hear back from her. [redacted] is unable to resolve this issue to my safisfaction, and I prefer not to communicate with him. If [redacted] is unable to assist, I will contact [redacted] office again as I to have the direct phone number. If SunTrust can agree to remove the charge off in addiiton to the addiitonal fees we have already agreed should be eliminated from the balance, I am prepared to remit a payment.

Regards,