SunTrust Bank

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: 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: 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: 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: 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: 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: 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: 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.

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 made a payment by mail for the April installment of my Physician's loan, and the check was lost in the mail - the only way I was made aware was by receiving a late notice and a late fee. I called and explained the issue, and they would not reverse the fee. We sent the payment on 4/10 - it was due 4/21. They never received it in the mail - which is not something I can control. I paid the bill in AMPLE time, and it was lost in the mail. I have since taken measures to photo copy EVERY payment and stub I send due to this ridiculous situation.

When I made the last payment I sent a letter stating I would not pay the late fee, and explained why AGAIN (after explaining the whole thing to the customer service agent), and instead of applying the extra money we send every month to the principle as stated, it was applied to the late fee!

This business offers absolutely NO other options to pay that don't cost extra - phone payments can not be taken unless you have an account with them (there are no local Suntrust banks), the only other option is to send it western union. They will not do an automatic draft. The ONLY option we have is to send a check - and MOST of the time (this month included), we don't even get their statement until between 4-7 days before it is due. This month, it came Saturday the 14th - the bill is due the 21st.Desired Settlement: I want the late fee reversed and credited back to the account, and I want the extra we paid (and ALWAYS pay EVERY month) applied to PRINCIPLE and NOT the late fee!

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the fees assessed to the above referenced account. We appreciate the opportunity to respond.

As a courtesy, on June 26, 2014 we waived the outstanding late fee of $25.29 and reversed the late fee payment of $7.98 for a total of $33.27 and applied it to the principal balance of the above referenced Account ending in[redacted].

We have adjusted the timing of your mailed statement from 15 days to 20 days so it will arrive further in advance of the due date.

[redacted], we do offer auto-draft for your account but it can only be for the scheduled payment of $665.51. Any additional principal payments would have to be mailed directly to SunTrust. If you would like to enroll in auto-draft please complete the enclosed ACH authorization form and fax it to [redacted], attention: [redacted]

[redacted], we hope this information is helpful. If you have any questions regarding this letter, you may contact me at [redacted], Monday through Friday from 7:30 a.m. to 4:30 p.m. ET.

Sincerely,

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: On December 1st I noticed a charge on my banks account that simply said Automated Adjustment with no other description. After trying to dispute this online and being advised to call in to customer service I held for over 20 mins talked to two people and neither could tell me what this charge was for. An online Chat rep [redacted] was not able to tell me either, but offered to follow up with me today. The $130 charge is related to a deposit I made in August! I attempted to use SunTrusts new Mobil deposit app. Once I took the picture and it didn't appear to have worked I also went to the ATM and deposited the check. Now they are telling me 3.5 months later that they posted the check to my account twice and that is why this charge is there. I could accept that they deposited it twice and that I owe them $130, but what I do not accept as being a good business practice is giving me no warning that this mistake was made and charging me over draft fees now that it's over drafted my account. I think this is completely unfair I did what I thought was the right thing to do when it didn't appear their new mobile deposit work was going to deposit it in the ATM. How was I to know SunTrust would post the same check twice? I never noticed it in my account because they were deposited days apart. I have no problem paying the $130 I owe, but the one overdraft fee already charged and what I'm sure will be a second one because I have a pending transaction is completely unfair. [redacted] is who I was working with online and I'm choosing to file this complaint because she seems to be avoiding my request that the overdraft fees be waived. Otherwise she was the only one that was any kind of helpful.Desired Settlement: I want the overdraft fee's waived. I feel like it's a bad business practice for something like this to take 3.5 months to figure out and then to not give a long-time customer with multiple account a warning it's going to be done. No opportunity to make sure they got their money without messing up my bank accounts? I didn't get the opportunity to make sure this wouldn't have happened if I had been given a notice I could have made sure the funds were there and modified my spending. Instead they choose to do it the Monday after one if not the biggest shopping days of the year (Black Friday) and now all those transactions are over drafting my account.

Consumer

Response:

Suntrust has contacted me and has resolved this complaint to my satisfaction. I want to thank SunTrust for acting quickly to resolve this issue and the Revdex.com for thier assistance.Thank you,[redacted]

Review: SunTrust allows customers to use overdraft privileges and repay the bank. I used the privileges and SunTrust closed my accounts while they left other customers to use the same privileges in the year 2012.

The branch an area managers advocated on my behalf and I continued my relationship with SunTrust for another year and a half. SunTrust thought I was part of a fraud ring by accident, alleged the incident was a mistake and closed my business accounts. After I filed complaints with the Federal Trade Commission and other regulatory agencies SunTrust in 2014, SunTrust closed my personal accounts in retaliation and falsely reported my personal account to Early Warning which caused [redacted] to freeze my accounts and close my personal and business accounts.

SunTrust allegedly made a mistake according to the branch manager of the [redacted] location in May, 2014 thinking that I was a part of a fraud ring. The branch manager stated that the bank made an error of judgment but decided to terminate our relationship with no negative repercussions against me. Therefore, SunTrust had no right to report my personal accounts to Early Warning and blackball me in the banking industry. I have tried endlessly to resolve this issue by talking to customer services representatives, the fraud department, customer service advocates, and several branch manages with no success or explanation, nor resolution to resolve this erroneous errr.Desired Settlement: I would like SunTrust to remove this frivolous negative reporting from Early Warning regarding my account and send me a deletion letter.

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.

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 had a bill payer set to be paid from my suntrust checking account on 11/2/2015 for $940.00 to Suntrust Mortgage, $180 for [redacted], $50.00 to the [redacted]. I disabled my bill payer service on 10/31/2015 (3 days in advance of these payments being sent). Suntrust still pulled the $940.00 from my account and then charged me $36.00 NSF fees for the other two items after there no longer funds in the account to cover them (these were canceled in advance of the November 2nd date as well). As a result I accumulated $576.00 in NSF fees from debits that occurred during the processing of these previously disabled billpayers in addition to the $940.00 that should never have been pulled from my account.Desired Settlement: The $940.00 that was withdrawn after cancelling the service should be placed back into my account and the $576.00 in overdraft fees that were taken after the fact due to the negligent processing of the $940.00 payment to Suntrust Mortgage after having been canceled. I have spoken with numerous representatives at Suntrust that have refused to allow me to speak with their management team. The only person that would fully provide her name was Takeela H[redacted]. Caleb H[redacted] was a supposed supervisor as well. There were 5 reps in total that I believe I spoke with - all claiming to be managment team.

Business

Response:

Re: Select Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Consumer Financial Protection Bureau (CFPB) Case 151118-001177 Dear Mr. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding assessed overdraft fees that were the result of payments using our Online Banking with Bill Pay service that were paid from your above referenced account. We also received your correspondences addressed to SunTrust executives regarding this same issue. I appreciate the opportunity to respond. our records reflect that, on October 7, 2015, you scheduled.payments for [redacted] ($180) and [redacted] ($50.00) to be paid on October 30, 2015. You also scheduled a payment to SunTrust Mortgage ($900) to be paid on November 2, 2015. In addition, on October 7, 2015, you modified the due date to [redacted] from October 30 to October 16, 2015. Then, on October 15 at 5:56 a.m. the due date was modified to October 19, and at 8:57 a.m. the due date was again modified to November 2, 2015. Since the payment due date was November 2, 2015, the payment process began on October 30, 2015. Regarding the payment to [redacted], on October 15, 2015, the payment due date was modified from October 30 to November 2, 2015. Accordingly, the payment process began on October 30, 2015. In reference to the SunTrust Mortgage payment, on October 7, 2015, the payment was modified from $900 to $940. The payment to SunTrust Mortgage is made via check; therefore, the payment was processed and mailed on October 28, 2015 to allow enough time to arrive by the November 2, 2015 due date. After October 15, 2015, no further log on activity occurred until October 31, 2015, at which time the remaining scheduled bill payments were cancelled and the Bill Pay service was inactivated. At that time the above referenced payments had been processed and could not be cancelled. Payment cancellation requests are disclosed on page 13 (copy enclosed) of the Online Services Agreement, which you accepted at the time you enrolled in the service. On November 2 and again on November 5, 2015, the payments to [redacted] and [redacted] were presented and returned due to insufficient account balances. For each transaction your account was assessed a $36.00 returned item fee. As a courtesy, on November 20, 2015, we refunded those fees totaling $144 (statement copy enclosed). You also received a $36.00 overdraft item fee refund on November 18, 2015. On November 23, we refunded $144 and on November 24, 2015, we refunded an additional $252 in fees, for a total of $612. In order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking....., Overview Guides and Disclosures-+ The Facts About Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up email or mobile alerts. You may also want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any potential shortfalls. Detailed information about thi$ service is found on our website (see Banking-Account Features-+Overdraft Services). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website. Mr. [redacted], I hope that the information provided is helpful to you. Should you have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you . Sincerely, Diane E[redacted]

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: On 1-26-16 our account overdrafted. We expected 1 overdraft fee as we knew we had over extended our account and a large amount was still due to come out. What we didnt expect was for SunTrust to rearrange the order of our transactions. Six items cleared the 26th. And SunTrust arranged them in such an order to where it is exactly the largest to smallest transactions regardless of the fact that that was not the order what so ever of the transactions. It maximized our overdraft fees. Instead of 1 $36 charge like we expected, we were charged that times 3 so they could take more from us in fees. The account should have only had 1 overdraft fee for $36 for the largest most recent transaction. Not $108 because they reodered the transactions that came out all on the 26th. When my husband called to explain how it was not fair, customer service was rude and unwilling to listen or correct their error. When I reached out to the cooperate page, they also did nothing.Desired Settlement: We want to see the overdraft fees corrected in our account and our money returned.

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.

Consumer

Response:

The complaint was resolved and SunTrust returned the overdraft fees to our account after being contacted by the bank again and having our account reviewed by corperate. Thank you for your help in resolving the matter. It is much appreciated. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

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: 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: Bank is a total rip off.. The bank charge me 36.00 $ for 5 overdraft items that all occurred before 7/30/2013. They process a check transaction on 7/29/2013 before all 5 items that occurred from 7/21/2013-7/26/2013. The five items all were process/ authorize code given before the weekend (7/27/2013), so there is no way that they occurred before the check transaction on 7/29/2013. The banker agreed that all five items was charged during the time period of 7/21/2013-7/26/2013. But yet in still the bank process all five transaction on 7/30/2013 causing and overdraft fee of 36.00 X 5items = 180.00. The bank gave approval codes on all five items between 7/21/2013-7/26/2013 therefore they are aware the transaction all occurred before the 7/29/2013. I have been with a couple of banks over the years in have never seen scams like this one. As a new customer, I am closing the account because of the scamming that they do to rip customer off. I would like my 180.00$ in overdraft fee return. I have all receipts showing that the transaction took place between 7/21/2013/7/26/2013 although, am sure they dont need them for the customer service rep could tell me when they transaction authorization code was given.Desired Settlement: 180.00$ return

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: yes I opened account over the internet with suntrust bank and and had deposits made to my account only for them to freeze my account then close it saying they are going tosend me the remainder, witch is around 1900.00 they have told me they sent it out but each time they tell me a differnt dates it was sent out on sept.7th ,sept10, and sept 13th 2013 , and then I waited the estimated 10 days they said to wait before I call about this check not showing up, then they tell me they sent it to my house address wich I dont recieve mail at and they know this cause I gave them my address that usps gives me cause they dont deliver to my home address.....I also have recievd my account closing statements from suntrust to my correct address and that was sent out day after my supposed check was, now they say I have to wait for a form to come so I can fill out send back and wait for them to approve that to stop and cancel the check I never recieved and issue a new check wich still have not gotten that either and its been a week since they sent that out....and during all this time I have lost my car and gottin an eviction notice all due to there cause that was my rent and car payments, so I don't even have the money to move and looking at being homeless, also lost my credit card cause I had payed my credit card bill with the money in my account be for they froze it but because they froze it my credit company closed my account.........my account number was [redacted] ......my lawyer advised me to file this complaint and if there is no resolve within next few days he will take further actionDesired Settlement: for them to send me my money asap ,one day mail fed ex or have it direct deposit to my new bank account At HSBC, so I can pay my bills and find a new place to live since my eviction is due to there service....... ..so please fed ex my closing balance or deposit in my new bank account asap

Business

Response:

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

Review: I feel like the bank is cheating me as a customer 2 checks came in on the 12am in the morning my [redacted] and [redacted] was deposit the same time the bank charge me two over draft returned check fees and did not pay the checks and charged me the 40 too I am so pissed off right now . I ask the bank for one day why did they do that and they could not tell me they only was rude and nasty the guy was nasty and rule to be a supervistor and he was really nasty and told me that he was right and the bank does not give a 24 hour waiting period and I was mad I i had to pay late fees for rent and other things and they told me that they never pay a check that has been written on a date later then seven days and that a lie because they have paid my rent when the check was written on the 3rd and ending up showing up on the 8th of the month and so I know that sun trust is ripping there customers off and that pisses me off it does . what the hick do I have over draft protection for on my account if the bank never pays my lights got cut my telephone got cut . so I am pretty [redacted] right now I am angry and I have paid sun trust all overdraft fees and they have been ugly when I over draft just by one they have charged me almost 500 in overdraft and returns and I am just really [redacted] because they don t give the custmer a chance with the checks they just charge and keep chargeing it a ashamedDesired Settlement: reinburst me for all the late fees for rent and all the other mess I have had to go thru I paid with check every month because there is no banks in [redacted] . the bank needs to have respect for the customers and stop cheating them at least [redacted]ica not like that or other banks they always do right but this is not the first time they did this to me and iam pissed right . they dod not even give me a day I had to have them investagate the other times I sent money in the bank with western union

Business

Response:

Suntrust mailed a response to our client today but cannot share the response with the Revdex.com as no signed authorization was received.

Please close this case on your records.

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,