SunTrust Bank

Review: Suntrust has a practice of taking larger payments from your account first and several smaller after that creating numerous NSF charges. Between 11/13/2013 and 11/26/2013 they took $216 in NSF charges. I called customer service and wound up speaking to a very arrogant supervisor who told me they did me favor by not charging me another $36. Wow! Legal thievery. My paycheck was a day late depositing, not my fault, not the banks fault. I f they had taken the smaller charges first (since everything was pending and posted same day) it would have created 1 NSF charge. I would have taken the 1 charge since the late deposit was not any fault of the mine or the banks, not the 3 more they ROBBED from me. Then because they stole my hard earned money, it caused another NSF charge which they conveniently turned into 2 NSF charges. Out of the $216 the STOLE from me I would like to have $144 back. I'm not asking for it all, I'm willing to take the hit for 2 of the charges due to the late deposit. They legally robbed me of money which I then in turn had to borrow to survive.Desired Settlement: That Suntrust Bank return $144 back to my checking account that as far as I am concerned the stole.

Business

Response:

Re Revdex.com complaint # [redacted]

SunTrust has responded to our client and is providing the Revdex.com

with a copy via this fax.

Please close this case on your records.

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding overdraft fees assessed on November 2013 to your

above referenced account. We appreciate the opportunity to respond.

You stated the assessed overdraft fees were caused by a

delay in the Bank receiving your Direct Deposit and the order in which your

items posted to your account. While the fees are valid due to items presented

for payment against insufficient balances, as a courtesy, we refunded $144 in

overdraft fees you your account on January 10, 2014. The credit will reflect on

your next statement.

Our records shows that your Direct Deposit was posted to

your account on the effective date we were provided (November 14, 2013). The

posting order of your items is in accordance with our Rules and Regulations for

Deposit Accounts. [redacted] page 16 of

our Roles for your review. Our Rules are provided at account opening and on our

website suntrust.com (see about us- fee schedules- deposit account disclosures)

SunTrust offers two different types of Overdraft Services

for our clients, Overdraft Protection and Overdraft Coverage. You may be

interested in Overdraft Protection, which allows clients to link their consumer

deposit accounts to their other SunTrust deposit, credit card or line of credit

accounts for the purpose of transferring necessary funds to cover any

shortfalls Although you have already accepted Overdraft Coverage, you may want

to decline this service to help you avoid overdraft fees in the future. If you

decline Overdraft Coverage, we will not be allowed to pay overdrafts and assess

fees for ATM and everyday debit card transactions. Please note our ability to

authorize overdrafts and assess fees on any other type of transaction is not

affected by this coverage.

Our website contains helpful information on how to manage

your account and avoid fees (see banking- personal checking- overdraft

services-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.

Our Online and Mobile Banking Services are provided to

assist clients with viewing their account balances and transaction information

that can be used along with their personal account records. These services are

not intended to replace your personal account records, as Banks records may not

included all outstanding items on the account, such as checks and other

pre-authorized debits. Because of this, we recommend that clients maintain

accurate account records noting all credit and debit transactions. You may sign

up to receive Email or mobile alerts with the balance gets too low or becomes

overdrawn. Instructions for signed up for these services are found on our

website (see Banking-online banking or mobile banking) and on your Online Banking

Profile.

You expressed concerns about the servicing of your account

it is SunTrust’s policy to offer and extend its banking products and services,

including credit products, to any qualified applicant in a fair, responsible,

equitable, and non0discriminatory manner, and in compliance with all applicable

fair and responsible banking and consumer protection laws, SunTrust is

committed to fairly representing its products and services and honestly and

transparently disclosing the costs and fees associated with such products. Our

goal is to provide value to our client, protect their interests, and assist

them in selecting the products or services that meet their needs. To that end,

we scrutinize our disclosures to ensure that they are clear and understanding;

verify that information provided to out clients is complete, clear, and

accurate; and listen to our clients’ expressed needs. We provide comprehensive

training to our employees and we perform ongoing monitoring to ensure

compliance with consumer protection laws and regulations.

Every SunTrust employee is responsible for ensuring

adherence to fair and responsible banking and consumer protection laws and

regulations. We take allegations of unfair, deceptive, or abusive acts and

practices seriously and do not tolerate these actions from any employee. This

statement is applicable to all aspects of providing banking products and

services, including, but not limited to, approval, pricing, and servicing.

Your comments about the service you received when you inquired

about the overdraft fees have been noted. We regret that you did not have a

positive experience and we did not meet your expectations in this instance.

[redacted], we hope this information is helpful. If you have

any questions or are interested in over draft Protection, please don’t hesitate

to contact us via your online Banking Profile, call us at [redacted]

([redacted]( or visit your local SunTrust branch. Our representatives are glad

to help you. Thank you for banking with SunTrust.

Sincerely,

Review: Suntrust is refusing to refund me 3 overdraft fee .. when it was their mistake.

I made a mobile deposit on Sunday December 15, 2013 and choose from the drop down list to make the deposit into my business checking account ending with - [redacted].

Suntrust put the money into my personal checking account account ending with [redacted]

Four days later I used my business check card thinking that the funds were available and Suntrust let the charges go through the account then slapped me with three overdrafts fees.

I called [redacted] at the [redacted] and explained that I used the mobile app to make a deposit into my business checking account and he said that was impossible that the mobile app is only for personal banking and I should have never been able to select from the drop down menu the business account and make a deposit. I told him that it allowed me to submit the deposit to my business checking and then a few days later I found out that the deposit did not go into the business checking ... it went into my personal checking.

[redacted] said that I would have to call the [redacted] to resolve the three overdraft refund that he was not authorized to do so!

I asked him to speak to the branch manager and he said that she is out because she broke her ankle and then I asked him who was in charge after her and he said another branch manager but she was also out until after Jan because of the holidays. He stressed that I needed to call [redacted] to resolve the issue.

I called [redacted] and the waited on the line for 30 mins and the representative said that she was not able to refund the charges because she was only allow to do one! so I got [redacted] on a three way call and had her explain that she was not able to make the refund.

I asked [redacted] who is in charge !! because I need to resolve this issue. Then he said he would have to call me back ... it's now almost noon and no returned phone call.Desired Settlement: I would like my 3 overdraft fees refunded to me because Suntrust did not called or emailed me to say the deposit was not made correctly. Instead they charged me 3 overdraft fees

I have been a Suntrust client for over 20 years now!

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: A cashiers check from [redacted] was sent to my address. The check was stolen and deposited into a suntrust account without an endorsement. Suntrust cashed the check, which was issued to [redacted] and made another check to [redacted] and forward the check to [redacted]. [redacted] is refusing to cash the check and Suntrust is refusing to forward the check made payable to [redacted]. Suntrust is still holding the funds and is not returning any of my calls. This is an on going process for the last 6 months.Desired Settlement: To have suntrust re-issue the check in the name of [redacted]

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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] advised, "A check was mailed to [redacted] on April 15, 2014."

I sent [redacted] from Suntrust a copy of the cashier check Suntrust cashed made out to [redacted] and Suntrust mailing the funds back to [redacted] is noway resolving this matter. We do not have an account with [redacted] and the funds are not [redacted]. It is [redacted]s. This has been going on for 6 months. Suntrust is in violation of the Federal UCC endorsement law. Suntrust needs to either forward the funds to [redacted] asap or we will seek legal actions.

Review: I have had an account with Suntrust for 7 years, never had a problem until now. My son gave me 2 checks to deposit into my account that got returned because he didn't activate his checks. So he gave me a replacement check on June 3,2014. My wife used the mobile banking app to deposit the check at approx. 7:30pm on June 3rd by taking a picture of the check. The app froze in the middle of making the deposit, so my wife cleared it out and tried to do the deposit again, a message popped up saying this check has already been summited for deposit, so we assumed the check did go through the first time. The next day Suntrust Reverses the deposit, puts a hold on the check and completely closes my account. My debit card wouldn't work, they shut down my online banking and was holding my money. In return, everything I had purchased or bills paid that week got returned and I was told It was being investigated as fraud because 2 checks for the same amount (338.00) from 2 different banks was trying to come through. That was not true, someone at suntrust entered the wrong bank name in the computer and the mobile app that froze up made it look like I tried to deposit the same check twice. They completely failed at doing their job and in return I have been told I was fraudulent (not true) and my account closed for no reason!! Now it is june 10th, I had to argue with the Branch manager to get my CASH I had sitting in my account (which would have covered the items they decided to return) and a of today they are still holding my 338.00 from the check on June 3rd, which cleared my sons bank on June 5th!!

Product_Or_Service: Suntrust Checking Account

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want Suntrust to admit it was their mess up, Apologize and give me all my money plus any fees I incurred because of their mistake! They should do some training on how to handle their customers and accounts better!

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Review: For the past two days I have deposited checks into my account and for the past two days they go into my account on one hand and then they are withdrawn from my account on the other hand. When I call to find out why the money has been withdrawn from my account, they keep telling me that they can't verify the fund. This has happen more then once, and in most cases have really been embarrassing to our customers. Also, by them doing this, they cost me service fees. I am very dissatisfied with the bank and how they operate. This has on more than one occasion caused me to delay starting a job when scheduled to.Desired Settlement: I would like all the fees that I was charged to be refunded 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 in your records.

Review: Suntrust bank has debted $72.00 in overdraft charges from my checking account on 01/09/2015. I have a deposit dated 01/09/2015 for over $1300.00. It is my understanding that all deposits are done first before withdrawls and at no point was my bank account in the negative warranting overdraft fees. I have requested this fees be credited and been denied. My husband has called several times and spoken with customer service individuals and at one point was told "Good Luck at another bank". This has caused a hardship with my family and I feel the funds need to be refunded immediately.Desired Settlement: Refund of overdraft fees

Business

Response:

Re: [redacted] BBS Case [redacted] We responded to Ms. [redacted] by letter on January 29, 2015. If you have any questions about our response, please contact Ms. [redacted].

Review: My account was closed and no further information about the matter was released to me .I requested my money out of the closed account and the pending ach deposit .I still haven't received any information on this.Desired Settlement: I would just like all my money returned and never to do business with this bank again.

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: Our contract with a security monitoring service expired in March 2015. Nevertheless,we went to the bank to secure that no more funds would be send automatically drafted to that specific company. Following month, a charge for a lesser (alleged pro-rated amount now in dispute) was still drafted. We went to ask the bank why they let this happen and we learned that the bank cannot protect the customer from automatic drafts unless they happen at the exact date and specified amount that had been drafted before. They also said that to avoid this we would have to close this account and open a new one. They say the program you use doesn't recognize a stop payment on any other date than the one established. This means that a dirty company can rob us blind and the bank cannot stop it because it is not on the date established- go figure! I say pay for a programmer to fix that absurdity and make it so once the company is recognized and their routing number also then the payment stops regardless of the date or amount. That way the customer is protected against these vicious intrusions in our accounts. That only if you value your customers. There's no way we are left at the expense of any company because we signed up for automatic drafts and now THEY (that company) decides when they choose if ever to stop taking money out. I was not aware of this at all when I signed up for that and I think you should protect me from this ever happening again. If this is a common practice as the customer service person from your bank said and that all banks have the same policy I think the policy should change and PAY for a sensible computer program that can proactively avoid this scam from happening. Thanks in advance for your serious attention to this matter.Desired Settlement: I want to see that when a customer says " STOP allowing this company to take money out" that it can actually be stopped by you.

Business

Response:

Re: Revdex.com complaint# 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 signed up and authorized Suntrust bill pay services to pay my creditors electronically. Instead of electronic transactions they sent paper checks to my mortgage company. Apparently there was a change of payment address by my mortgage company so which I had no knowledge of. While doing my taxes I logged into my mortgage account and learned I had incurred late charges for 3 months Jan, Fed and March of 2015. This resulted in late changes totally $95.98.

I have been using billpay to pay my mortgage for at least four years and just recently experienced issues. I was by Suntrust bill pay that payments were mailed two weeks or more before they were posted to my account. I opened case# [redacted] on April 4th to request an investigation. My last conversation was with [redacted] on 4/27/15 who stated she was the Online Banking Manager.

I have scheduled my mortgage payments so that they are received before late charges are incurred for years and just recently began accruing late charges. I think the billpay service is accountable since they chose to mail my payments despite the fact my mortgage company accepts electronic payments.Desired Settlement: I have been a Suntrust customer since 2006 and have averages deposits each month of $5-10K. I know they have earned well over $95.98 by making loans with the average amounts I keep deposited in their bank. I want the cost incurred from using their Billpay service reimbursed immediately.

Business

Response:

Dear Ms. [redacted] : We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees you incurred when your payments sent via our Bill Pay Service were received late by your mortgage company. I appreciated the opportunity to speak with you about your concerns and am glad to respond. When we spoke, you stated that you were made aware of the Bill Pay scheduling requirements for your bill payments to arrive by the due dates. For your review, I have enclosed copies of the Bill Pay Online Services Agreement Terms and Conditions. As a one- time courtesy, we have credited your checking account $95.98 for the late fees that were assessed by [redacted]. This credit will reflect on your next statement. Your comments regarding this matter are very important us and were shared with the appropriate management. We understand that we did not meet your expectations in this situation and regret any inconvenience caused. Ms. [redacted], we hope the information provided is helpful to you. 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 Client Advocacy Team Enclosures

Review: ...Suntrust is being a pain for a while so now that my credit has a couple smiley faces on it, Im taking the opportunity to change banks. Ive had all sorts of issues with Suntrust:They stopped reimbursing ATM feesThey closed all of the extended hours branches in Chattanooga so I had to drive 35 minutes out of town to talk to a live person at a [redacted].They closed my original Free savings account without notice, so I had to open a new one that required a minimum balance/minimum monthly deposits.The girl that opened the new savings account actually opened 3 so I get deposit slips in my name for accounts that I dont have (either a new hire training issue, or a network application issue.)Now theyre charging me maintenance fees for the new savings account because someone in their great wisdom decided that it should be a checking account. I cant change it back and I still dont have any checks or debit cards for the accountThe live chat/secure email customer service personnel have been giving me conflicting fee schedules related to the newly implemented maintenance feesThe app and website downgraded my password after I changed it (an account security issue) so the current password wouldn't work, and the old password did. It took me several weeks, an IOS update, and an app update (when the app turned from blue to orange) to resolve this and I have no way of knowing what the long term impact has been. I found reviews online that show that this issue wasn't limited to just me- at least 50 other people online reported this same issue.They declined my credit application when I needed to get my [redacted] repaired, so I ultimately had to take out 2 loans to get a new car because the repairs were too expensive by that pointTheyve got my credit card account listed as 2 credit cards (like Im supposed to pay them twice for it)Both the credit card and debit card were among those stolen from Home Depot (not Suntrusts fault, but given the other issues, Its time to change account numbers)Anyways- New Bank! TTY

Product_Or_Service: Bank accounts and credit services

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Ideally, I'd like a refund of all service charges and interest charges from my credit card account and checking account over the past 2 years.

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: My issue started with SunTrust Last year in 2014. I made a deposit for 900 on Dec 17 2014. My deposit didn't show up in my account ending in [redacted] until 3 days later. I contacted SunTrust on Dec 18 to let them know what issue I was having. The fraud department opened a case on my issue. On Dec 20 my deposit posted to my account. Everything was fine until January 28th SunTrust took 900.00 out of my account which overdrawn the account. I went into the bank to ask about my account. The bank manager froze my account because he said SunTrust deposit 900.00 into my account the same day my deposit posted. The branch manager stated that was way to long to do a reversal without notifying the customer. He apologized and tried to find out why would they put money in my account if I got my deposit. I told him I have school money, my paycheck also going into that account and I didn't know they did that. SunTrust closed the account and sent me a letter stating I owe 900. I don't think that's right and it is very unethical.

I had another account ending in 3992 with SunTrust and they allowed a merchant to take 441.00 out of the account with the balance being 0.0 cents. I told them I would put the money back into the account the next day. I checked the account and saw a return item fee of 36.00. I was very confused and call SunTrust and I was told they rejected the payment. I asked them why after I told them I would put the money in the bank. The customer service guy said he didn't know. SunTrust closed that account and sent me a letter stating I owe them 138.00. I said how is that even possible. This is the most unethical bank I've ever felt with. I was a customer for 6 years until this occured.Desired Settlement: I want SunTrust to own up to their mistakes and fix the issues they created in the first place. I want the business to contact me with a plan of action to correct both accounts.

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 received 2 Prepaid Visa card for $50 ea in 12/13 and did not use them or activate them until 5/3/15. On 5/3/15 I activated them & the balance of each card was down to $22 due to "inactivity fees" that were charged every month beginning in 4/14. The Suntrust policy states:MONTHLY INACTIVITY FEE BEGINS THE FOURTH MONTH FOLLOWING DATE OF LAST ACTIVITY AND CAN REDUCE THE CARD VALUE TO $0 PRIOR TO THE STATED EXPIRATION DATE. “ACTIVITY” IS DEFINED AS ANY ACTION RESULTING IN AN INCREASE OR DECREASE OF THE CARD’S UNDERLYING FUNDS, OTHER THAN AS A RESULT OF A FEE, AN ADJUSTMENT DUE TO AN ERROR OR A REVERSAL OF A PRIOR TRANSACTION, OR WHEN A CONSUMER ATTEMPTS A TRANSACTION WITH A CARD, BUT THE TRANSACTION FAILS DUE TO TECHNICAL OR OTHER REASONS. I called to have the fees reversed as I have never had an activity on the card so the inactivity fees should never have been applied. Moveover I learned that in Aug 2010 the Federal Reserve, in amending parts of Regulation Z (under the Truth and Lending Act), ABOLISHED credit card inactivity fees. So the charging of inactivity fees is ILLEGAL.Desired Settlement: I fully expect the $28 per card of inactivity fees to be reinstated on my card immediately as these were not only illegal but against their own policy.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding fees that were deducted from the above referenced cards. We appreciate the opportunity to respond . Our records reflect that the cards were ordered on November 11, 2013. As disclosed in the Terms & Conditions and Fee Schedule that were included with the gift cards, they are subject to inactivity and service call fees. An inactivity fee of $2.00 per month was charged to each of these cards beginning April 1, 2014 and continuing monthly until May 1, 2015. There were two purchases made on the card ending in [redacted], which depleted the balance to zero. There was one transaction made on the card ending in [redacted] on May 3, 2015, which depleted the balance to zero. These are gift cards and Regulation Z does not apply. The initial card load is considered a transaction for activity purposes, thus begins the inactivity timer. As a courtesy. we have refunded the inactivity fees of $28.00 to each card . The cards are now active. Ms. [redacted], if we may be of further assistance, please don't hesitate to call 800.SUNTRUST (800.786.8787). Our representatives will be glad to help you. Sincerely,

[redacted] Assistant Vice President Client Advocacy Team

Review: I deposited an insurance check that was signed by my wife and myself. The check went into the account and everything was fine. 4 days later the Suntrust branch in Zebulon NC cancelled the check and told my wife and myself that there was another signature needed for cashing this check. They would not return the check or send it to the lien holder that was on the check. This was 45 days ago. Since then Suntrust has taken double the amount of the check out of my bank account and done many unauthorized transactions to my account without informing me.Desired Settlement: I want the check amount deposited into the account, the overdraft charges taken off of the account, I want interest for the holding of the check amount for this extended period of time, and I would like compensation for my time and energy that I have had to put into a bank error maybe $500.

Business

Response:

Dear [redacted]We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding an insurance check that was deposited into your

above referenced account on April 27, 2015. We understand that we did not meet

your expectations in this situation and apologize for any inconvenience caused.

I understand that [redacted], manager of our [redacted], is diligently working

with [redacted] to get this issue resolved as soon as possible.On April 29, 2015, due to a missing endorsement ([redacted]

[redacted]), a hold was placed on your April 27, 2015 deposit of $6,984.02 ([redacted]

[redacted]). Instructions were given to branch representatives that we needed all

payees to sign an Indemnification Agreement. On May 21, 2015, because the

agreement had not been completed, we debited your account $6,984.02, and the

funds were returned to [redacted]. Furthermore, on May 29, 2015, the

original deposited check was returned by [redacted] for a missing

endorsement, and the funds were again debited from your account. This left an account

balance of negative $6,935.55. All overdraft and extended overdraft fees that

were assessed due to this incident were refunded ([redacted]).[redacted], your satisfaction in importance to us,

and we ask that you allow up the opportunity to regain your confidence. If you

have any questions or concerns regarding your account, please do not hesitate

to contact [redacted] at [redacted]. She will be glad to speak with you.

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.

Review: Address: [redacted]

Your website did not have all of the suntrust bank listings so I had to write the address in (Virginia is the headquarters)

April 2015 I opened a checking and savings account based on the advertisement that suntrust bank was having see link below. I had my direct deposit set up as requested and a direct pay linked out of my account as directed. I called [redacted] to make sure that I had everything set up to get my $150.00 in my account in July she stated yes. I called again in June and spoke to a representative to ask when I would recieve the money in my account. the representative advised me in July. July 6th came and I called and spoke to a representative named [redacted] who said I did not qualify for the $150.00 because my direct deposit went into my savings. I advised [redacted] nor the other representative advised me of this.. She followed up with me July 10th and said that the manager said no I could not have it because the deposit was set up on the savings. I said I had no idea where the direct deposit was set up on I figured [redacted] knew when she set the account up that and it also does not specify according to advertisement. I believe suntrust uses this technicality to get out of paying the consumers the money that they are owed for setting up checking and savings account. After all the only reason I opened the account was to get the incentive. [redacted]Desired Settlement: Have this bank pay the promised amount stated in the advertisement. $150.00 because I met all of their requirements

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.

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

Review: I opened an account ONLINE for my son, a college freshman, with myself as an authorized signatory. The account was closed during the processing and subsequent to the confirmation of the electronic debit and credit from another of my bank accounts to be used for the initial deposit. Initially, Customer Service informed me the account was in a "debit hold" for lack of a "signature card". That information was later found to be erroneous, as accounts opened ONLINE do not require "signature cards". The next day, I was unable to log on to online banking and my call to Customer Service resulted in "Your account has been closed". The Escalation Department supervisor stated "SunTrust Bank can close ANY account, at ANY time, for ANY reason". During the next several days I attempted to get the reason for the closure from several "Supervisors", Departments, and other individuals claiming to be representatives of the "Office of the President", etc., and received the same quote "....SunTrust Bank can close ANY account, at ANY time,for ANY reason ..." again and again each SunTrust Representative stated they could not find a reason, none was specified in their notes, and had no answer for this consumer. Checks with the "ST Processing Unit", "Fraud Support Unit", or "OnLine Security Unit" revealed NO REASON. I have checked with [redacted] and EARLY WARING SYSTEM (Consumer Reports) and, as expected, each does NOT show ANY negative reporting on either my son (who never had a checking account) nor myself. It certainly would appear there are no management checks or concerns regarding their Customer Service representatives for disrespectful attitudes, and questionably legal information provided their customers/consumers, and corporate policies that fly in the face of moral and, perhaps, legal justification for closing or denying banking service.Desired Settlement: With no explanation or possible reasoning for denial of banking services by SunTrust, a specific explanation WHO and WHY SunTrust banking services was denied to my son and myself who have no negative financial background and excellent banking relationships with other financial institutions.

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.

NO SunTrust representative has responded with answers to our complaint., Seth Mills who sent the Revdex.com a response, nor any other representative from SunTrust, have responded with any information explaining WHY, WHO, and for WHAT reason closed my son's and my account was suddenly closed during processing. Neither my son nor I have received any follow-up whatsoever from SunTrust with answers on this matter.Both [redacted] SYSTEMS and EARLY WARNING have verified there are no negative banking records on either my son nor I. As we have several other banking relationships in excellent standing, there is no reason for this action by SunTrust. Consumers beware of this banking institution who has or would have control of their financial life-blood.

Regards,

Review: Was erroneously charged $518 in returned item fees. It all originated by two problems with the bank. #1 bank forces items to process with the largest amount first and smallest amount last, to ensure they can charge as many bounced item fees as possible. This conflicts the order in which the items were presented to the bank. #2 I had a payment process, that left my account with a positive $35.07. The bank charged me a $36 fee, even though the account want negative. Their fee, pushed me negative and forced me to incur additional fees. I want every fee refunded for the past 60 days.Desired Settlement: Full refund of every returned item fee, and overdraft protection fee for the past 60 days.

Business

Response:

Dear [redacted]:We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding overdraft fees assessed to your above referenced

account and the order in which we post items to accounts. Thank you for taking

the time to speak with me about these concerns. I appreciate the opportunity to

respond.Our records show that, on September 15, 2015, your beginning

account balance was $485.22. There were pending items from [redacted] ($5.22 and

$5.76), [redacted] ($8.33), SQ [redacted] ($13.02), [redacted]

($25.06), [redacted] ($40.00) and [redacted] ($75.36) which reduced

your available balance to $312.57. A credit for $16.00 increased that balance to

$328.57. During processing several items were presented and paid ([redacted]

[redacted] for $466.15, two [redacted] card Online Pmts for $90.00 and $40.00, [redacted]

[redacted] for $33.62, [redacted] for $13.60, [redacted] for $8.01, [redacted]

[redacted] for $8.00, [redacted] for $7.63 and [redacted] for $5.350. Because we

limit the total overdraft fees assessed to six per day, you were assessed six

$36.00 overdraft fees totaling $216. An overdraft transfer credit of $8.01 and

on overdraft transfer fee of $12.50 also posted to the account. After all the

items were processed your end-of-day available balance was negative $564.28.

your account because positive on September 17, 2015 when a direct deposit from

TWE Shared Services for $1,952.54 was

credit your account. These transactions are reflected on the enclosed

statement. Based on the above

information and that items were presented for payment against insufficient balance,

we have determined that the assessed overdraft fees totaling $108. You also

received a refund totaling $108 on September 30, 2015. At this time no additional

refunds will be available to you.The posting order of your items is in accordance with our

Rules and regulations For Deposits Accounts. [redacted] is page 16 of our Rules for

your review. Our Rules are provided at account opening and no our website suntrust.com

(see about us- fee schedules- deposit account disclosures).Concerning debit card transactions, once a debit transaction

is authorized, a hold is placed on the client’s account reducing the available balance.

Funds on hold for pending debit card transactions cannot be used for other purposes

even though the transactions has not posted against the account.Generally, it can take between two to five business days for

debit card transactions to be presented for payment and permanently post to the

account. For this reason, clients must maintain accurate account records noting

all authorized debit transactions, including pending and credits to determine their

available balances. Detailed information concerning this matter is found in our

Rules on page 41 ([redacted]).We want to be sure you are aware that our website contains

helpful information on how to manage your account and avoid fees (see

Banking-Personal Checking-Account Features- Overdraft Services-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 be setting up Email or Mobile Alerts.[redacted], I understand the difficulty an overdrawn account

can cause and regret the frustration you experienced. I hope the information

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

to contact us via your Online Banking Profile, call [redacted] or visit any

SunTrust Branch. Our representatives will be glad to help you. Thank you for

banking with SunTrust. Sincerely,[redacted]

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.

[Provide details of why you are not satisfied with this resolution.]While I appreciate the concessions made thus far, they are still inadequate to what I was charged. I was still charged an additional $302 fees over and beyond what was credited. I must have five additional NSF fees removed or I will be forced to seek legal action.

Regards,

Review: My original issue was on aug 28, I spoke with "[redacted]" (Agent ID: **). She was extremely rude when I was following directions from another agent to call in at this time and date. She continued to snap at me and talk over me when I asked she not, and finaly had to ask to speak with a supervisor.I spoke with [redacted] who came across as cold, having no cares for the customers concern, and when I informed him the previous rep was rude he didn't seem to care. He said he'd mail a letter to my house, and the letter never showed up. When I had to call back 12 days later and ask what was going on, he came across yet again as if he had better things to do and was very rude. He expressed NO empathy, care, or anything for my issue. this is the worst experiences with customer service I have ever had and I will be changing my loan company to a company that genuinely cares for its clients.Desired Settlement: Id like a hand written apology for the terrible level of service on both reps side.

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: November 18th 2015 a recurring charge to my account for [redacted] at $7.99 hit my account and placed my balance at -$4.90. I immediately went to the bank and deposited $5.00 which in turn placed my account balance at $.10 covering the charge amount and still leaving 10 cents in the account The next day another recurring charge hit my account and placed me back in the negative by $272 which includes the overdraft fees. I was expecting that amount and prepared to pay that amount. However on Friday November 20th my account reflects that [redacted] has posted and now they have charged me an overdraft fee. The Bank argues that this is how they conduct their posting. Claiming they can't dictate when the merchant will claim their funds. They also said they have a special feature online that will allow you to check their posting to your account nightly. I advise that will do me absolutely no good if you can come back to take the money 2 or 3 days later. I even keep the handwritten ledger to keep track of my spending. The supervisor then goes on to argue with me about how I set up my recurring charges with my routing and account number. I advised him I do not have checks and I do not give my routing and account number for these recurring charges and he then continued to argue that I had to have given this information. In the end he refused to retract the overdraft fee for the item and I am still left to believe there is no real way to keep up with your spending through this bank. If they can't dictate when a merchant is supposed to take their money from the account, how can I? My thought is if you can't dictate that then you should not have my account reflect the transaction until the day they are going to retrieve the money. Very confusing postiing policies at play. Especially the policy of not charging an overdraft fee on an amount less than $5.00 . We have been charged an overdraft fee on amounts less than $5 before. So when did that start. Just asking for overdraft fee retracted.Desired Settlement: I'm just asking for the overdraft fee to be retracted. And better posting policies if at all possible.

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: My loan account went past due, but I paid it off 10/30/15. I received a letter from Suntrust, dated 11/2/15, stating my account was paid off and closed. On 11/7/15 Suntrust hit my credit stating the account was past due. The account cannot be past due if I received a letter stating the account has been paid off and is closed. Furthermore, the account is no longer showing online for me to view and a customer service representative, with Suntrust, advised my account had been closed.Desired Settlement: I want Suntrust to remove the lastest hit on my credit report with all three credit bureaus and report the account as paid in full and closed.

Business

Response:

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

Review: Grandfathered in account with free checks. Unable to order new checks online without being charged. told to go to branch. 12/3/15 Brandermill Branch Manager LaToya C[redacted] ordered checks. Checks never arrived. Called branch mid-December. Associate said would re-order. Never arrived. Went to branch 1/4/16. Ms. C[redacted] again ordered checks and said would follow-up. Said would over-night order with delivery on 1/5/16. Never arrived. Called Ms. C[redacted] 1/5/16 but had left for day. Called Ms. C[redacted] again 1/6/16 but never returned call. Called District Manager Troy F[redacted] and left voicemail. Branch called to say he would be calling shortly. No call. 1/7/16 spoke with Mr. F[redacted] twice and was assured checks ordered and would be delivered to branch on 1/11/16. 1/8/16 I called toll free SunTrust number and asked about check order. None on record for account. I then personally ordered checks and agreed to pay $35.95 for my supposedly free checks. Left message with Mr. F[redacted] who called back and agreed to refund $35.95. On Tuesday, 1/12/16, a FedEx package arrived at my home from LaToya C[redacted]. The package contained new checks on the WRONG ACCOUNT, even though I had specifically given Ms. C[redacted] the correct account number on several occasions, including letting her COPY IT from my checkbook. I informed Mr. F[redacted] by voicemail on 1/12/16, but he has yet to return my call regarding the matter. At this point I am hoping the checks I ordered myself arrive on Friday 1/15/16 as I was told by the toll free number.Desired Settlement: Delivery of checks on CORRECT ACCOUNT, reimbursement of cost of checks, and call from someone other than Mr. F[redacted] or Ms. C[redacted] to explain to me why this mess happened, and how I may close one of my SunTrust accounts in order to avoid future problems without these is closing the WRONG 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.