SunTrust Bank

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: I received a letter from a collection agency stating that they were attempting to collect a debt on the behalf of SunTrust. The debt stated that I owed the principle of $118. When I contacted the agency they reported to SunTrust that I was disputing the charges aa they were invalid. I then received a print out from the bank stating where the charges came from the company proceeded to say that they contacted me to discuss my account which is untrue. While they are claiming that my savings account was in the negative not only did I not receive any notices in the mail but I didn't receive a bank statement until my account was closed due to inactivity which was stated on the statement. The statement did not disclose that I owed the bank it stated that it was closed due to an 90 day inactivity period. They are now trying to make me assume the responsibility of charges due to there failure to notify me and a $30 fee for processing there claim. I will not be responsible for this banks branch locations not following the policies and procedures of there corporate office. It is there responsibility to take there maintenance fees from my account while it is open and active not after its closed and im no longer doing business with them.Desired Settlement: Adjust my final standings with my account being closed on good terms. Remove the excess charges of processing and overdrawn fees. I would like to receive this resolution in the form of a letter.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

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

I am not satisfied with this company resolution because not only did they not take responsibility for there errors in how they charged me they said that they felt there practices were not wrong and would continue to pursue the collection. I still find there practices to be fraudulent none of the bank procedures were followed in how this supposed interest was incurred and I will not pay for something that I was not previously notified that was due.

Regards,

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 filed a chapter 13 several years ago and the court scheduled a payoff schedule to pay all lenders. The chapter 13 was dismissed last year and my vehicles were paid in full thru the court including Suntrust. [redacted] sent my title and so did [redacted]. Suntrust said I still owed the interest on the loan and will not send the title.

I visited the branch on several occasions trying to get resolution on the matter and was told I would have to contact them directly. I did and could not find out if I had a balance, what it was, and how I could settle the issue. What a bunch of blood suckers! STAY AWAY FROM SUNTRUST, THEY LOVE YOU IF YOU ARE PUTTING MONEY IN BUT IF YOU HAVE A PROBLEM, JUST TRY TO ASK FOR ASSISTANCEDesired Settlement: A reason why the is a balance on my account when the court shows a 0 Balance, what is the balance, and how to arrange to settle the issue!

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 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: 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 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: 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 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: 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: On Feb 13 I took 2400 out of my account the bank did not deposit this right they gave me 240. Then turn around an gave me the 2400 so they screw up the transaction as of today they found there mistake an took 2160 from my account on Feb 29 left me with no money then turn around an charge me an NSF of 36 an in which they knowledge its was there error they will not refund me my money of the NSF fees which is not fair when I ask them can they give me NSF fees back they told me No I should have alert them an in which I did not know they did do the transaction right no fault of mines they tell me I should have told them but I didn't know cause my taxes where deposit in this account as well they are not willing to help me I really hate this bank when this gs are there fault they don't acknowledge them so unfairDesired Settlement: Refund my NSF that were there fault not mines

Business

Response:

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

Review: My check card was fraudulently charged and I submitted dispute information for it after closing the account. This was in Sept 2014. The total amount was for roughly $80 and I would get little refunded amounts after calling to inquire about the progress. The biggest amount $59.99 is the only one left to be refunded and every time I've called, I'm told a dispute representative will get back to me within 24-48 hours. I still haven't received a call. I called today 3/2/2016 and was told unfortunately it's been past the time to investigate the dispute. So the representative 'Chris' sent an escalation and complaint form on my behalf and yet again, someone should follow up with me. Plain and simple, my money was stolen and SunTrust's dispute/fraud dept. had more than ample time to sort it out and refund me.Desired Settlement: I'd like my $59.99 refunded back.

Business

Response:

Re: [redacted] This case was resolved by phone, there is no letter. The fraud claim was resolved to Ms. [redacted]'s satisfaction. Attached is the response that was mailed to the client. Please close this case on your records.

Review: I made a mobile deposit to my son's Suntrust checking from my Suntrust checking for $18 on March 12. We saw on the app that the deposit was successful. Their system shows that we began but did not finish the deposit. Therefore they charged an overdraft fee. Again, we saw on the app that the deposit was successful. The app displayed this clearly. When we asked them to remove the fee they refused saying that the account has already had a one time courtesy refund prevously. We assert that this is not a courtesy refund situation, but an error on the part of their app or mobile deposit system. Customer Service supervisor refused to refund the fee.Desired Settlement: We would like the overdraft fee refunded.

Business

Response:

Please see attached response.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed the correspondence from your father that was forwarded to us from the Revdex.com regarding an overdraft fee that was assessed to your above referenced account. Since your father Is not affiliated with your account, I am responding to you. Our records reflect that, on March 12, 2016, an attempt was made to make a mobile deposit to your account. However, after the oack Image was uploaded the deposit was not submitted, and for this reason, a deposit acknowledgement was not generated . We show that, on March 14, 2016, your account balance was $5.22. Debit card purchases from [redacted] ($16.90} and [redacted] ($5.53) were presented for payment and paid. Since there were not sufficient funds In the account to pay the Items, your account was assessed a $36.00 overdraft fee for each Item . Based on this information, we have determined that the assessed overdraft fees are valid. However, on March 15, 2016, one of the $36.00 fees was reversed; the other fee will remain (statement copy enclosed). 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 this service Is found on our website (see Personal Banking-Checking Account Features ~ Overdraft Services). Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are also found on our website. Mr. [redacted], although this may not be the answer you expected, I hope that the Information about avoiding overdrafts Is helpful to you. Should you have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. Sincerely, Diane E[redacted] Assistant Vice President Client Advocacy Office

Consumer

Response:

To Whom it may concern:

Suntrust has changed the way that they process deposits. At the end of the day, deposits are electronically scanned in and sent electronically to a remote location where they are then uploaded and posted to accounts. It has happened not once but twice that my deposits (cash and check) were lost during transmission and not posted to my account. Each time this has happened, I have had to take my receipts to the bank and wait for them to research the transaction. This entire process tied up my money for a week. During this time, I had no access to it. On June 15, 2015 my CASH deposit was not credited so my debit card was declined on June 16th. On June 17th, the customer service rep I spoke with had the audacity to suggest that I get overdraft protection to avoid this problem. My account was never in overdraft, the cash deposit that I made had never been posted to my account. Translation: Suntrust is trying to generate charges from the customer in the form of overdraft fees even though the mistake is a Suntrust mistake, not the customers. To add insult to injury, the same customer service representative called me several weeks later trying to upsell me credit card service I do not want. If they cannot manage to post deposits, particularly cash deposits, to an account correctly they cannot be trusted to do anything else properly. The bank manager could only reiterate to me that they had followed the correct procedure and that it was not the branches fault that the electronic transmission was lost. When the transmission finally went through, it still shows the wrong date. When I make a cash deposit on the morning of the 15th, the date on the receipt is the 15th but the bank does not post it until the 17th (but back dates it to the 16th), THAT is a problem!

Don't bother calling Suntrust's customer service number. There is no option for a real person. I finally got an actual person on line by choosing option "0". The person I spoke with had poor English skills and was obviously reading off a script. He was completely unable to help me and ended up putting me on hold indefinitely. I have been an account holder with Suntrust for 30yrs. That "relationship" is going to change.

Review: Suntrust charged me a $100 legal fee for placing a hold on my account to pay state taxes. I personally paid the taxes on November 29th, and the bank did not place the hold until December 2nd. After spending 2 weeks talking to Suntrust customer service via email, phone, and bank managers I was given the same run around. I spoke to no less than 10 different reps who woould not return my phone calls and kept wanting to just give me the 800 to the State. When I finally was able to speak to managers they would say that I needed to get the $100 from the State even though the issue was on Suntrust's side. They state that it is the [redacted] fault that they placed the hold even though the bank could easily see that I already took care of the situation before the hold was placed. They told me that I needed to have the State fax over a letter stating that there was an error in order for the $100 to be returned to me. There wasn't an error on the State's end except that they did not fax over a letter that they received payment until after I called them to request the letter on December 3rd. Unfortunately, the Suntrust customer service manager that I spoke with before I called the [redacted] did not inform me that I needed to have specific wording in the letter in order for the fee to not be charged. Suntrust would not take responsibility for the misinformation and the State says that it is not their fault they were not properly informed for specific content and will not issue a second letter. Since Suntrust is the one who charged the fee, and they are the ones who gave me the run around about what had happened, Suntrust is the one responsible to put $100 back into my account. I have never had this issue before and have been a customer with Suntrust for years. I am hoping Suntrust wants to repair our working relationship and move forward.Desired Settlement: All I would like is for Suntrust to place $100 back into my account.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case on your records.

Consumer

Response:

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

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

Regards,

Review: I became a victim of fraud between 04/01/2016 and 04/02/2016 when an unknown entity stole $2,374 dollars from mine and my husbands checking account through on-line shopping. The moment I realized what was happening I contacted Suntrusts customer service fraud department and filed a claim to notify them of the fraudulent activity that had taken place. I was showed little sympathy given the situation and the amount of money that was stolen from us. I have contacted the main number 1-800-suntrust and my local branch everyday trying to find out when I will receive the funds that were stolen from me. Every person I speak to provides no answers to me other than they have up to 30 days with zero customer compassion or even reasponability for the lack of security on SunTrust part. I spoke to the manager of the fraud department yesterday and asked why is it that my account was flagged and put on hold when I spent $100.00 at five below pending my confirmation that this charge was in deed mine, however I was not notified not one time while the fraudulent activity was taking place and someone was able to charge 2375.00 on line? The response I received was that he was not sure why the system did not alert anyone!!! I was also told by the local branch manager that I should open up three separate accounts with them and move my money between the three accounts to ensure more security on my account..... to me that is unacceptable, I bank with them to protect my money and was provided very little to no security. I have a family to feed and bills to pay, this is my hard earned money that has been stolen and I want a resolution and my funds returned to my account. After all I am the VICTIM here.Desired Settlement: I would like the funds that were stolen from my account returned

Business

Response:

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

Consumer

Response:

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

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

Regards,

Review: On June 20, 2013, I deposited a check for $330.00 into my account. By June 25, the check had not cleared. I went to the bank to find out what had happened to my deposit. The teller that processed the deposit remembers me coming in with this deposit and I have the deposit receipt. After 1 visit and 3 phone calls, my money has not been returned by Suntrust Bank. The branch manager has acknowledged that since, the teller remembers me making the deposit and I have the receipt that this is a bank error. But I have to wait "for a few more days" while the company researches where they lost my money. That is ridiculous, they should credit my account until they fix THEIR mistake. The worst service mistake a bank can make is to lose a deposit. If I gave someone money to hold for me and they lost it....and this person was worth BILLIONS, like Suntrust, I could have them arrested for theft. This is theft.Desired Settlement: An immediate refund.

Business

Response:

We have contacted **.[redacted] regarding his concerns. We have not attached the response because we did not receive a signed authorization form from the client allowing us to do so.

Review: [redacted] were hired by Suntrust Bank to collect two payments for my car. From what I was told by Suntrust Bank, their job was to investigate, locate, and repossess my car. However, the methods in which they used were very unprofessional even so far as to break the law. My family members that were not listed on any of my paperwork (some of whom were located in other states) were contacted, harassed, and mislead by [redacted] They also went a step further by contacting my place of employment and giving out my personal information to one of my coworkers and making threatening remarks to be left as a message for me. I found it very unprofessional and I was upset with the fact that I could have potentially lost my job. In the past month I had my mother make two payments in one of the branches in Florence, AL. Each a payment was made I would let Suntrust Bank know and give them an update on when I might be able to resolve my debt. However, Suntrust Bank along with the other two companies still continued to harass my family and I even though I was putting forth serious effort to resolve the debt. Once I received the funds to pay the full amount that was owed for my late payments, I contacted Suntrust Bank. I tried reasoning with them about paying the amount owed on my car and not having to pay the fee for both of the companies due to their unprofessional methods. However, Suntrust Bank did not agree and I was forced to pay the amount owed plus the combined fee amount of $515.00 for both companies in order to keep them from harassing my family, my place of employment, and myself. I found it to be unnecessary, unlawful, and most of all unprofessional that I should have to pay that amount for the type of treatment that was received and the fact that $515.00 is almost two of my combined car payments. I find it very frustrating that a company would go so far to stress out an already stressed graduating senior looking to obtain her bachelor’s degree.Desired Settlement: I feel that Suntrust Bank has a responsibility to apologize and refund me my money for the extra fees that I had to pay since they would technically be responsible for [redacted] since they hired both companies.

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: We signed the contract on May 2007 which stated that we will have to make payments for 75 months Later on after making the first payments they sent us a payment coupon booklet it had 60 payments in it . In the payment coupon booklet it said that on the 5th the amount due is $525.88 and payments made after the 12th are $552.17 .Once we finished all the coupons we asked for more but they told us that our car was filed under bankruptcy which turned out to be very much untrue .We talked to them and the problem got solved . Then in September 2013 after making what we thought was the last payment we asked for the title we were told that we still had to finish paying the interest that was left because of all the late payments we did . Which makes no since because in the contract it stated under late payments "If payment is not received in full within 7 days after it is due you will pay 5 % of late charge" Meaning that when we made the payment on the 12th which is 7 days after we pay 5% late charge which is $552.17 so how am just mad at this whole thing because instead of helping they are just full of it I made all the payments and now the contract is over in September but they are waiting for me payment of 1,465.62 to gave me my title.The number that I contacted was [redacted]. I feel like this is very unfair .Desired Settlement: I would like them to adjust the 1,465.62 owed . I paid all the 75 payments which is that we agreed to so I don't feel that we should have to pay

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the final payment due on the above referenced loan. We appreciate the opportunity to respond.

The payment information on the contract you referenced is based on the assumption that all payments are made on 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 if any fees are assessed, the amount owed and how the funds are applied will change.

For example, on the enclosed payment history, the payment due on January 5,2011 was not received until January 12,2011. The payment first satisfied the interest that would normally accrue between the due dates, as well as the interest accrued between the due date and the actual payment date. The interest was satisfied followed by the late charge. The remaining funds were then applied to the principal balance. All of these factors affect the loan balance and the final payment date and amount. As of the date of this letter, the payoff is $[redacted] with daily interest of $[redacted].

Based on your payment history, we show the final amount due is correct. For this reason, we decline your request for an adjustment.

[redacted], we trust the information provided is helpful to you. Should you have any further questions, please feel free to call us at [redacted] ([redacted]). Our representatives will be glad to assist you.

Sincerely,

Officer

Executive Services

Review: $6.58. At that time all pending transactions had been deducted from balance, therefore the balance of $6.58 was my available balance. I then transferred $4.42 from my one account ending in [redacted] to my account ending in [redacted] to make sure my gas transaction would clear. My account was in the positive and did not need any more money at the time of that transaction. On the morning of Wednesday 11/13 I received my balance again via text message and it stated $132.95. At that time I thought to myself, maybe I have miscalculated what I had left. So I then logged into my mobile banking and it stated my available balance was $132.95. I then logged into my online banking and it stated the exact same thing and showed my available balance of $132.95.

On the morning of Wednesday 11/13 I went to the doctor, gas station and grocery store. Between all of those transactions it totaled the amount of 51.38; therefore the balance should have been $81.57. On the same evening around 10pm I decided to log into my online banking to make sure my car payment via bill pay was set correctly to pay my car payment in the amount of $107.00. At that time I discovered my account was in the negative $162.00. There was no explanation to this balance. The next morning I received my balance again via text from SunTrust stating my balance was negative $61.07. At that time I logged into my online banking and discovered that I had been charged $216 in fees.

Once the bank open I decided to go and discuss this matter with SunTrust face to face. I explained to SunTrust and showed them the text messages that I had received from them regarding my account balance. SunTrust has refused to accept responsibility for them sending me the wrong balances via text message as well as my account stating that I have an available positive balance of $132.95. I was under the assumption that I had one balance, but in actuality I had another balance, which resulted in me being charged $216 in NSF fees and has caused great hardship to me and my family.

I have tried to resolve this matter not only with their [redacted], MD brand, but I called the customer service number and spoke with a supervisor and went to the [redacted], MD branch and no one has yet to follow-up on this with me. I have been a customer with SunTrust Bank since September 2005 and this is the second time an incident like this has happened regarding me receiving and incorrect balance from SunTrust. The last incident I was refunded the fees, but this time they are not accepting responsibility for this matter.Desired Settlement: I would like to be refunded the fees that have been accessed to my account on November 13, 2013.

Business

Response:

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

Please close this case on your records.