SunTrust Bank

Review: I got scams sometimes last year and SunTrust closed my account due to overdrawn. I tried applying with another bank later this year but I was told I couldn't because of my bad relationship with SunTrust. I have been contacting them for over a week to settled my account they refuse to tell me my balance. They transferred me person to person, department to department before eventually hanging up on me. I have sent them a check of $250 they cashed and deposit it, it cleared in my account but they claimed to have never received it. It wasn't until I told them I would get proof that they admit to received it. SunTrust is making my life a living hell. They refused to provide me with an account at the same time they refused to work wit me to settle this one account so I could go bank elsewhere.Desired Settlement: Since they refuse to tell me what my account balance is, all they do is hang up on me and transferred me when I called I believe they should adjust my balance to $0 and removed the negative remarks they have on my credit

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding the quality of service you recently received when you contacted us about the balance owed on the above referenced account. I am very sorry to learn that you were a victim of an apparent scam and understand how frustrating a situation like this can be. Thank you for the opportunity to respond. Your comments are very important to us and were shared with the appropriate management team. SunTrust strives to provide exceptional service with each and every client interaction and we understand that we did not meet these expectations in this situation. For that we apologize. The information you provided helps us to know where emphasis for future training and process improvement efforts should be placed. We learn how and where we can improve from clients like you, taking the time to share your experiences. We show that your account was closed with an owed balance of $1,083.54 ($1,053.54 plus a $30.00 account closed in overdraft fee) on December 18, 2014 (statement enclosed). We received and applied your $250 payment on November 12, 2015. In addition, we have credited a total of $163 to the account as a courtesy because of the difficulties you experienced when inquiring about the balance, which reduced the amount currently owed to $670.54. As a further courtesy, we have requested Early Warning Systems to remove our reporting of the account from your records. We have confirmed that we are not reporting the account to any other consumer reporting agency. Because funds are still owed on the account, we ask that you please send a check or money order for $670.54 to bring the account to a zero balance as soon as possible. This will ensure that the debt does not reflect on your credit file in the future. Our mailing address is: Ms . [redacted], I hope this information is helpful to you. Should you have any additional questions regarding your account, please do not hesitate to contact us at 800.SUNTRUST {800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. Sincerely, Seth [redacted] Officer Client Advocacy Team

Review: My 17 year old daughter had a student checking account with Suntrust Bank. She wanted to add money to the account and get a debit card. I accompanied her to the [redacted] branch. And the Branch Rep said that they could not just issue her a new debit card for that account. The only way my daughter would be able to get a debit card is if I was on the account with her and the account would have to be a checking account. I agreed to go on the account so that my daughter could get a debit card and under the impression the account would be a checking account. The systems went down in the branch and the Branch Rep advised that the checking account will be set up by the next business day. Later we realized that the account had been set up as a savings account and my daughter was being charged $4.00 per transactions whenever she used her debit card and $2.00 whenever she made a balance inquiry at the ATM. I contacted the customer service line and was referred to the branch. I spoke with the Branch Rep. She advised that she will make the changes to the account and adjust the fees. I noticed that some of the fees came off the account but the account had not been switched to a checking account. I contacted the Branch Rep again and she said the adjustments will be made in the cycle. I requested that the account be closedDesired Settlement: I would like for all fees to be refunded to the 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.

Review: Suntrust has been charging me since October 2013 "EXCESSIVE WITHDRAWAL FEE", "MAINTENANCE FEE" At the time I opened this account I was never advised of these fees. They have withdrawn diferent amounts...Desired Settlement: I want back all the money that they withdrew without my authrization I was NEVER advise of this!

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: On November 7th, 2015, SunTrust allowed nineteen charges to be processed through my bank account, adding up to somewhere around $950. This over drafted my checking account by $400 and my savings by $200. When I contacted them, I was told it could be up to 60 days before I get any money back and they could not give me any sort of credit.Desired Settlement: SunTrust should have contacted me right away, and should never have allowed so many transactions to occur on my account. They should have also been more helpful in helping me get the money back that was taken out of 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.

Review: I am member of Suntrust Bank where I have been noticing for few year's now that debits that have already cleared my account are constantly being switched around and being presented through my account again to try and cause my account to be overdrawn therefore resulting in overdraft fees. For example if 2 weeks ago I paid my utility bill, gas bill, insurance, and purchased groceries, and these items have already been presented and cleared my account. And now I present a check to cover my rent 2 weeks later; Suntrust will run my rent check through and then rerun my utility bill, gas bill, insurance payment, and grocery bill all over again hoping that the large rent check has consumed all my available funds resulting in me having to pay an overdraft fee for each of these 4 bills. I have chose to opt out of overdraft protection because of this reason and yet they continue with these practices and charge me an overdraft fee anyway. I lost my job 2 years ago and have not found another one thus far so these overdraft charges are very detrimental to my wellbeing. I would really appreciate your attention to this matter.Desired Settlement: If these practices are wrong I want them to be called to attention of whom ever can put an end to these practices in the hopes that me or no one else choosing to join Suntrust has to be affected by this.

Business

Response:

Review: For the past several months, my check register balance has been short of some funds, and I have never been able to pinpoint my mistake. Today, I received a notice of a low balance alert from Suntrust. When I logged into my electronic banking site, there was a transfer for 5.00 to an account I didn't recognize. I will also state that this checking account is all that we have with suntrust. I called the national hotline and spoke with a gentlemen regarding this issue. He told me we did have a savings account that transfers a certain amount of money from our checking account to our savings account each month. I told him that I don't have a savings account there and he said that I couldn't see it because it was inactive, yet they transfer money to this account...so how would it be inactive?? I asked him how much money was in this account and he stated over $200. I asked him who gave them the authority to take money from my account and put it in this account that I didn't even know about. He kept saying for me to go into a branch and activate the account...no reason was given as to why this money was taken without my knowledge. I will also say that we have been in the negative several times and have had to pay fee's, when all along it was these funds being taken out of our account and put into an account we did not know about. I am about to go and retrieve the funds from the account and cancel the account, but I would really like you guys to know and I would really love to be paid back for all of those overdraft fee's we have paid when it wasn't our fault to begin with. Thank you!Desired Settlement: I am going to get the money out of the account, but I would like a refund of the overdraft funds we had to pay several months ago.

Business

Response:

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

on May 17,2013. Upon receipt of the signed authorization form, we will gladly

Share a copy of our response with your office.

Thank you for contacting SunTrust

Review: I had a checking account with Suntrust that was overdrawn by $1400 because of a bounced check written to me on another bank account in another state. When I found out and tried to cover the account they put a hold on my ability to deposit by ATM. I called a Suntrust rep who explained to me that my account was still open but the was a hold that prevented me from using my ATM account. I allowed Suntrust to transfer an amount of money from another bank that was greater than the overdraft amount and fees, to give my checking account a positive balance.Later I learned that the Suntrust Rep had LIED and that my account was already closed. I received a letter from Suntrust stating such and that any positive balance would be distributed at "their discretion". So be it. I then called and after a discussion with their recovery department was told that a check for $58.38 was mailed to me on April 25th 2013 (LIE). On May 8th, 2013 I again contacted Suntrust and was told that a check had not been issued and that they had up to 30 days to respond.Desired Settlement: Immediate distribution of my remaining checking account balance and an apology.

Business

Response:

Responded to the client on May

16,2013

Review: Between the dates of 09/02/2014 and 09/09/2014 Suntrust Bank charged my checking accunt $396 in overdraft/extended overdraft fees. On Sunday 08/30/2014 I was forced to go out of town on a family emergency and used my check card for gas for the 1400 mile trip. Due to the way Suntrust chose to post the charges they all came out of my account in one day forcing my account negative and accumulating fees daily. I not only lost one entire direct deposited paycheck but two.

When I called to speak with a representative regarding a possible courtesy of refunding at least half of the $396 due to extenuating circumstances they declined stating that I had already had a refund. I questioned when this occured and the rep told me that in August of 2014 they did not charge me an overdraft fee of $36 for a charge that was less than $5.00 and that counted as my courtesy credit allowed.

I spoke with a representative and a supervisior and was told that if I was still unhappy with the outcome that I would need to write a letter to the president of Suntrust. Of course being a single income home I cannot wait 6-8 weeks for a refund. This bank has taken close to if not more than $2000.00 in fees from my account in the last year for overdrafts due to the faulty and dishonest way that they post charges to their clients accounts. They intentionally post things in a reverse order so that they can obtain the maximum amount in fees. I never complain even when it ends up being almost an entire paycheck but this is ludacris. As a customer who has been with them for a long time I would expect that they would offer a refund or revision of their posting policy as they use it to their advantage to steal money from hard working people.Desired Settlement: I wish that all of the exorbitant overdraft fees in the amount of $396 that were taken from my account in less than a weeks time period be refunded to me. I am not trying to say that I am not liable for any of the fees incurred but based upon Suntrust's faulty and dishonest business practices I believe that they should refund most if not all of these charges. I have been a loyal customer with weekly direct deposits into my account and they should have their business practices and licenses looked at for lack of ethics.

Business

Response:

Dear [redacted]:

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

Our records reflect that on September 2,2014, two deposits totaling $80.00 ($60 and $20 ATM deposits) were credited, which brought the account balance to $169.66. Two debit card purchases totaling $127.25 and a point of sale purchase at [redacted] for $28.73 were paid leaving an available balance of $13.68. That same day, five additional debit card purchases were made against non-sufficient funds. As a result of these transactions, you incurred five $36.00 overdraft item fees totaling $180, which brought the account balance to -$216.10. On September 3, 2014, two more debit card purchases were made against non-sufficient funds and you incurred two additional $36.00 overdraft item fees of $72.00, which brought the account balance to -$436.60. On September 4, 2014, a $351.31 Payroll Direct Deposit was credited, which brought the account balance to -$85,29. That same day, two debit card purchases totaling $89.98 were made against non-sufficient funds, As a result of these transactions, you incurred two $36.00 overdraft item fees of (72.00) which brought the account balance to -$247.27. On September 8, 2014, a recurring debit card purchase in the amount of $7.99 was paid against non-sufficient funds and you incurred a $30.00 overdraft item fee which brought the account balance to -$291.26.

Our records also reflect that on September 9, 2014, an extended overdraft fee ($36.00) was assessed due to the account being overdrawn for seven consecutive days (September 2 through September 9, 2012). Enclosed is your September 2014 statement for your review. I have also enclosed a copy of our Personal Deposit Accounts Fee Schedule, provided at account opening and also available on our website.

The posting order of your items is in accordance with our Rules and Regulations for Deposit Accounts. Enclosed is page 16 of our Rules for your review. Our Rules are provided at account opening and on our website suntrust.com.

Our records reflect that courtesy refunds for overdraft fees have been provided previously. Based on this information and that items were presented for payment against insufficient balances, we have determined that the assessed overdraft fees are valid will remain.

We want to be sure you are aware that our website contains helpful information on how to manage your account and avoid fees. 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.

In addition, as a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shorfalls and decline Overdraft Coverage on ATM and everyday debit card transactions when the available balance is not sufficient to cover the transaction. Detailed information concerning these services may be found on our websites. Additional information regarding Overdraft Coverage is included on page 5 of our Personal Deposit Accounts Fee Schedule.

You also expressed concerns about the fees and servicing of your account. It is SunTrust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and non discriminatory manner, and in compliance with all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly representing its product and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our clients, 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 understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with 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.

** and [redacted], we hope this information is helpful. Should you have any questions, please do not hesitate to contact us via your Online Banking Profile, call us at [redacted] or visit any SunTrust branch. A representative will gladly assist you.

Sincerely,

Assistant Vice President

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.

Suntrust Bank makes it a practice to intentionally reorder transactions to gain the most amount of overdraft payments that they can. This overdraft issue occured again this morning, as well as last week where they overdrafted me three times on two charges - and then left availability to overdraft me again on two other charges that are still pending. Last week they overdrafted my account when there was still money available to pay the items posted. They are fradulently holding and reordering transactions in order to gain a large profit in overdrafts. Please see attached documentation that shows that on 09/23/2014 my account was charged a 72.00 overdraft which FORCED my account negative with a remaining balance of -70.98. Mathematics shows that the 72.00 in overdraft fees are what caused this account to go negative. There was no posted charge that overdrafted the account at that time other than the 72.00 in overdraft fees. On 09/30 (yesterday) I was charged 108 in overdraft fees for two tranactions that overdrafted my account a total of -8.93. It was two transactions and yet I was charged three overdraft fees.

Suntrust is intentionally overcharging customers and accounts with reordering of transactions and intentionally holding transactions. Items are not processed based on the date the transactions were made but instead in a reorder when Suntrust feels like it in order to gain excessive fees. Clearly there is a massive ethical breach going on. If I clearly had money in my account and Suntrust still is charging me fees then they are moving things around in order gain a profit. I have begun to pull my entire online banking account and have spent hours working on a month at a time in spreadsheets where it shows that Suntrust is charging excessive fees on unknown transactions and where fees are being charged when money is in the account. Suntrust cannot have it both ways. They cannot hold tranactions, then reorder them, and then reorder them again just to satisfy a profit margin. If there is money in the account to pay a processed tranaction and the overdraft fee is what is making the account negative then there is something clearly wrong. There must be a law that protects the consumer/customer. I get direct deposit every week and for almost a month now Suntrust has taken more than half of my paycheck in fees that dont match up to any transactions. Every transaction I make is online and clearly by the postings you can see that something is not matching up? Where is all my money going and where are they getting these fees from? A bank CANNOT charge an overdraft fee if there is money in the account...that is unethical and incorrect. When the overdraft is what forces the account negative then there is a serious problem. This isnt a one time occurance its an all the time occurance of charging money where it doesnt make sense. This bank is taking money from people who dont have the money to give.

Regards,

Review: I have been banking with Sun trust for a couple of years and I absolutely loved the customer service that Sun trust has always provided me. About two months ago all of that changed when some how my account was hacked with fraudulent activity. Immediately when I discovered that the charges on my account were not mine I contacted their fraud department. I was assured that everything would be taken care of. For weeks now I have been calling to figure out what is happening with my account and every time I call I can never get anyone to answer any of my questions. About three weeks ago I was told that my claim had been denied but no reason why. I have been going back and forth now for almost two months and cant get one single person to explain anything to me; how the process works, why my claim was denied, how they came to that conclusion or even a forwarding name to a person who could possibly help me. It has been impossible to get any one who even pretends to care like they want to help. I am the victim in this whole process and I am being treated as if I am a criminal. They closed my account, denied my claim to restore to me money that was stolen from my account, and then reported me to check systems so that now I have no possible way of banking/conducting business.Desired Settlement: refund my money, get my name off check system, and have some one contact me directly about this matter

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your fraud claim on the above referenced account and our decision to close the account. We appreciate the opportunity to respond.

Our records show you contacted us on May 15, 2014 regarding an ATM check deposit for $3,122 that was credited on May 13, 2014 and two ATM cash withdrawals for $100 and $200 debited on May 14, 2014. You stated that you did not do these transactions. Case [redacted] was established so that we could investigate your claim.

On May 16, 2014, the check for $3,122 was returned unpaid and a $12.50 deposited item returned fee was assessed to the account. After reviewing your claim and based on the information your provided, your case was declined, as explained in the May 28, 2014 letter from our Fraud Assistance Center. In our letter dated May 29, 2014 we sent you copies of the documents used in deisioning your claim.

We received your rebuttal information on June 27, 2014. Because the rebuttal did not include any additional details, the claim was denied again. We advised you of this decision in our September 24, 2014 letter.

Our records show that we closed your account on May 23, 2014 with no amount due to SunTrust. The decision to close your account was a business decision made by SunTrust as explained in our Rules and Regulations For Deposit Accounts. We may close your account at any time without advance notice.

[redacted], we hope this information is helpful to you. Should you have any questions, please call our Fraud Assistance Center at [redacted]. A representative will be glad to assist you. We wish you a well in your future financial endeavors.

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.

Dear SunTrust:

Today I received the response from SunTrust regarding my checking account that they closed. It is very upsetting to that I have gone back and forth over almost a 6 month period with you and there has been absolutely no change. I see in the letter that SunTrust has the right to deny doing business with anyone who they choose. At this point after seeing that you have absolutely no regard for your costumers I wouldn't choose to do business with SunTrust and I definitely would not recommend anyone to do it either.

People place their money in Banks not only for the convenience that they will have but mostly because it’s been widely advised for safety factors. Carrying plastic is better than carrying cash, and holding large amounts of money in your home could make people potential targets for home invasions. I trusted my money (no matter how small of an amount) to be safe within your bank because that’s what banks are supposed to do. Before the point where my account was compromised, there were no bounced checks, there were no patterns of my account going into the negative on a regular basis. I tried to conduct good business with SunTrust. The moment when SunTrust was supposed to show me why SunTrust is better than any other bank out there….the moment when SunTrust was supposed to protect my interest, it simply didn’t. In fact although I am the victim, I then became the suspect, and then punished for a crime I had not committed. Instead of trying to find the perpetrator or apologizing for what happened to me, you placed me in a situation where none of your associates could provide me with any information and in limbo trying to figure out how something like this could happen.

Not one but two of your employees, the first lady I spoke to on the phone when I realized that a scam was happening on my account, then a SunTrust representative who called in response to my Revdex.com claim both acknowledged that this type of crime against deposit accounts are common and there have been a rise in these type of claims in recent years. So if there has been a rise in claims SunTrust must then know it is possible for this to happen to me.

Your well wishes for me to have success in my future investment endeavors are empty. Not only have you closed my account but you also have reported me to check systems making it hard for me to even attempt to move on from this nightmare I have been living in the last couple of months. How can I move on if I can’t even open another account? I am a stay at home mom that can’t even do business. Do you even care that I have two children and am struggling to make things work because the conveniences of having a checking account you have robed me of?

Am I satisfied with this response, NO! Do I accept this offer, NO! It would have been nice to get my money back but at this point like I told your SunTrust Representative when she called and promised to get to the bottom of everything because this is something she sees a lot, I only want my name off check systems. Take my name off of check systems and this will be resolved.

Regards,

Review: I had a dispute with a Merchant that I used my Suntrust card to pay for services. The merchant overcharged me based on a price that he quoted me and the services are sub par. I filled a dispute explaining the circumstances to Suntrust and received a letter form their dispute a resolution dept requesting additional information. I called them on 4-8 asking why they are requesting additional information when everything I sent to them about the dispute was clear. [redacted] is the person that I spoke to, and he said that I would have to get a 3rd party to substantiate my claim. 1. I am very displeased with Suntrust because all the numerous transactions that I do with them in addition to 4-5K dollars that go into this account a Month. I shouldn't have to fight to get my $530 back. 2. I am not happy with the customer service that I am getting with Suntrust and if this issue isn't resolved in my favor I am discontinuing bushiness with Suntrust. My affiliates are as well.Desired Settlement: credit me

Business

Response:

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

Review: I filled out the unsubscribe form online multiple times but the solicitation emails keep coming. In addition, I called 1-800-SUNTRUST and the representative taking the call assured me that I have been removed from the email list. However, I keep getting emails, especially from [redacted], CRPCFinancial AdvisorVice PresidentSunTrust Investment Services, Inc.Private Wealth Management [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Stop sending me business development, advertising, and promotional emails. I still have an account with them that I would like to maintain for the foreseeable future and the business, but I dont want any solicitations via email from SunTrust Bank.

Business

Response:

Dear Mr. [redacted]: We have been notified of your concern that you brought to the Revdex.com's attention regarding your attempts to opt out of mailings. We were unaware that you had made attempts to unsubscribe, and have now removed you from our E-comrnunications so you should not be receiving any more emails from our Financial Advisor. We arc also looking internally to see if there is an issue with the ability to "unsubscribe" and appreciate your bringing this matter to our attention so that it can be addressed. Thank you again and we apologize for any inconvenience this matter has caused. If you should have any further questions please feel free to contact me. Sincerely,[redacted] Senior Vice President FA Regional Munuger

Review: On March 26, 2014 my wife and I signed a contract with SunTrust Bank to open up a home equity loan to replace our current home equity loan also with SunTrust. We were responding to an advertisement for 1.99% APR until January of 2015. We notified the bank that we were being charged 3.74% APR in April 1014. There were several rounds of phone calls, emails and personal visits by my wife. Constantly being told this would be fixes. I called back last week August 11, 2014 and spoke to the branch manager [redacted]. (no last name given) she requested 48 hours to work a ticket. I never heard back and now it is one week later. I called today and they don't know when she will be in.Desired Settlement: I want the correct interest rate to be charged and refunded the interest we were incorrectly charged in the past.

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: I really don't think is fare what the bank are doing in a matter o less than 2 weeks they charge me over 8 charge of 36.00 dollars each for overdraft feed I don't think is fare I try asking then to please remove that charge and they just don't want to do it .I work very hard for the money I had been a customer for so long and I really don't think they are here for me they are just reaping out I have tree kids I have to feed and support I wish that they will find it in they hart to reimburse some of my money and stop reaping people off.so I really hope they could get my money back I,I cold b contact 6 most bank will wave those feed as long you replace next day

Business

Response:

We have responded to [redacted] by letter on August 26, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

Review: company uses transactions to charge unnecessary fees. they transferred a couple of dollars in an overdraft situation that did not put my account in the black just to charge me a fee. I appreciate the overdraft protection and I want that but to move a few dollars over that dosent even help and charge me a fee is excessive.Desired Settlement: refund the fee should never been charged

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: My children received a letter 2/23/15 indicating that they owed an unpaid debt of $2180.26 including a $30 fee. However, [redacted], my mother who is actual owner of the account and Business. I only signed the "Business Account Signature Card." I immediately contacted the Bank to let them know that she was the owner and was willing to so submit proof of ownership of the company (e.g. State Corporation Forms, IRS [redacted] form indicating the tax ID, business name and [redacted] etc.). Initially, I spoke to [redacted] from the DDA Recovery Department on 2/27/14. She indicated that due to the status of the account of it in the “Unpaid Charged off Account" status, that the DDA recovery department could not remove me from the account until it was paid off or reported negatively to check reporting and credit bureaus. Additionally, she also suggested that I go to the branch and have the branch send proof that I was not the owner of DKB Speech and Language Services. I then went to the branch where the account was opened and initially spoke to a CSR person named Ms. [redacted]. Ms. [redacted] was able to pull the folder that contained the copies of the signature cards. Ms. [redacted] indicated that the signature cards and my children [redacted] and [redacted] listed as the owner(s) but was not signed so it was considered invalid. Additionally, Ms. [redacted] indicated that this was done in error by the previous Branch manager named Ms. [redacted]. Ms. [redacted] could not get through to the DDA Recovery department and indicated that she would contact them on Monday 3/2/15 as well as fax them the documentation showing who the actual owner(s) of the account and business were. On Monday 3/2/15, I received an email from Ms. [redacted] indicating that the DDA Recovery dept. indicated to her that my children [redacted] were showing as owners of the account and hence, either the account be paid in full, payment arrangements must be made or their names will be reported negativDesired Settlement: I contacted the DDA recovery department on 3/2/15 and spoke to [redacted]. She indicated that the branch should complete a "DDA exception form"- which corrects the error hence, removing my children [redacted] as the owners and from the business checking account. I then made an appointment with the Branch Manager, [redacted] on 3/3/15. Mr. [redacted] called the DDA Recovery Dept. while I was there and he spoke to "[redacted]". He said that [redacted] indicated that their department would not remove my children from the account because of the status of the account. If their names are reported to the credit bureaus, it would be then that Suntrust DDA Recovery department would accept the "DDA exception form" from the branch hence, then they could dispute the discrepancies to the credit bureaus. Additionally, Mr. [redacted] indicated the "Deposit Account Resolution and Authorization for Business Entities" which verifies who actually owns the business was missing the signature.

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 recently by phone opened an account with Suntrust. During the call I specifically asked for the signature card requirement to be removed, this is referred to as 'no debit.' At the time of opening the account I could view the acct online along with my many other Suntrust accounts. A couple days later I could no longer see the account online. When I called Suntrust they said I had to sign a signature card. This is in direct conflict to the statement the customer rep said when I opened the acct; he said I would not have to sign a signature card as I declined the ATM card. Now I cannot interact with the acct online ( I live in [redacted]) and Suntrust will make no effort to remedy their mistake. Waiting for and receiving a signature card is not an option for me due to the nature of how I travel that is why I specifically stated I wanted an account opened with NO signature requirement.Desired Settlement: Suntrust needs to do one of two things:

1. Remove the signature requirement per my request both during account opening and on a secondary call made today.

2. Send me via email a blank signature card via email that I'll print/sign/return.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Mr. Snook by letter on March 4, 2015. lfyou have any questions about our response, please contact Mr. [redacted]. Sincerely, [redacted] Vice President and Manager Executive Services

Review: The Suntrust Branch Office located at [redacted] is closing as of October 31, 2014. I have a safe deposit box at that Suntrust Branch, paid for annually at the beginning of each year.

On August 29, 2014, I received a letter from [redacted], Area Manager, Suntrust Bank, explaining that all property must be removed from safe deposit boxes at the [redacted] no later than October 17, 2014. The letter indicated that "we have made arrangements to allow you to easily transfer the contents of your safe deposit box to another branch. To thank you for your cooperation, SunTrust will offer one year's free rental on a safe deposit box of similar size at any other SunTrust branch (subject to availability)."

This seemed like a reasonable offer. However, two other local SunTrust Branches ([redacted] and further North on [redacted] in Pikesville) do not offer safe deposit box service. The closest SunTrust Branch with safe deposit box service is in another City, Towson, MD, over six miles away (as opposed to less than a mile from the Branch that is closing and the other two local branches). This is simply not a viable substitute.

On September 16, 2014, I collected my property at the [redacted] and inquired about a refund for the remainder of the year, since I had paid upfront for the entire year service. I was told that refunds were not being provided since customers could receive one-year free safe deposit box at another location. Upon returning home, called the SunTrust 1-800 number and asked for a refund, explaining that the offer for a year of free service is not a viable substitute since it is not realistic to expect customers to do their banking in another city, Towson. If SunTrust wanted to offer a refund for the cessation of service, or alternatively free checking at another location, that would be reasonable. I spoke to a woman named [redacted], id [redacted]. She repeated that refunds were not being given because of the one year free box offer.Desired Settlement: My guess is that many of the people with safe deposit boxes at the closing branch have not taken up the offer to transfer safe deposit box service to another SunTrust location. It is simply not a viable option.

SunTrust should provide pro rata refunds to all customers ordered to remove personal property from the closing Branch, unless the customer chooses to accept the alternative offer of one year free safe deposit box service at another SunTrust branch.

Business

Response:

SunTrust has responded to our client but cannot share our response to 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: Yesterday I contacted Sun Trust because there was an authorized transaction on my account 77.23 through my cell phone carrier who charged me twice in the same week. They were authorized one charge not two. After 5 calls/emails I was assured it would be taken care of and the over draft fee would be returned. Today I see that not only did they not do anything about it but they also manipulated transactions to try and charge not the one overdraft fee but two. I have all screen shots of the transactions before and after this so its very clear how they illegally operate and manipulate people. On 07/17 there was a balance of 9.20 and a charge of 8.99 which left a balance of .21 as of yesterday. Now suddenly today they have moved the charge from 07/17 to today after the disputed item yesterday in an effort to charge me a second over draft fee. This is not only illegal but makes no sense. If there was money in the account to cover the 8.99 charge leaving an available balance this entire time before the disputed item, how can they move it just to try and charge me an additional overdraft fee? I will be closing my account if this is not fixed. And if anything like this happens in the future I will be taking further legal action. To say I am beyond disappointed with choosing to change to a bank that does business this way is a huge understatement.Desired Settlement: I want the 77.23 disputed and reversed as discussed 5 times yesterday as it was no fault of my own and I want the two overdraft fees totaling 72.00 returned to me immediately as they were not justified. Not to mention the one outside of the disputed amount was manipulated, changed and illegal.

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: Several years ago I opened three accounts with the [redacted] SunTrust branch. Two IRA's and on Free checking account. I opened the accounts in person and was assured that the account would not be charged fees, as I explained that I would not be using the account in the near future because I lived out of town. The bank at some point changed its policy and began to "maintenance fee" my account away $7.00 per month until the account was empty and then SunTrust closed the account. I made zero transactions while the account was open.Desired Settlement: I would like SunTrust to return my money as per our original agreement.

Business

Response:

We have responded to [redacted] by letter on May 6, 2014.

If you have any questions about our response, please contact [redacted].

Sincerely,

Consumer

Response:

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

Suntrust took $100 from my "totally free checking" and offered me a check for $**. Suntrust stated that they have the right to change their policies and that justifies them from removing all of the monies from my account. I find their actions unacceptable.

Regards,

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.

Suntrust has made no further attempt to resolve my issue. The $100 removed from my account by Suntrust has not been returned.

Regards,

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded

to us by the Revdex.com. We appreciated the opportunity to respond.

You indicated that our pervious response to you in our

letter dated May 6, 2014 ([redacted]) was not satisfactory. We reiterate that

when you opened your account you did agree to the rules and regulations which

govern the terms of the account, including our ability to change those rules

and regulations. We provided you adequate notice of the change. We notified you

(on your August 2011 statement) that the accounts were c hanging and a fee

would begin to be changed in November 2011. That gave you a three month time

frame in which to call of you had questions or concerns. Had you reviewed your

statements on the above account, you would also have noticed the monthly

maintenance fees when they began.

[redacted], while we regret your dissatisfaction with our

position, the decision stands. If you have any other concerns, please contact

us at [redacted]. One of our representatives will be glad to assist. Thank you

for banking with SunTrust.

Sincerely,

Review: [redacted]

SunTrust Bank [redacted] Dear [redacted]:

I am writing this letter to show you my disappointment in your customer service and your fees and because of that error caused me stress and aggravation I did not need.

I had a bank account with SunTrust from 2002 until 2011. I had incurred 11 bounced check fees in a row causing a debt of $219.39. I had called the bank to explain I had just lost my job and was actually moving out of state temporarily to take care of my mother who had terminal lung cancer and my father who had Alzheimer’s. I was trying to get enough money to pay off those bounced checks when I discovered that my debt had in fact been released to a debt collection agency called The [redacted] of [redacted]. Since I was in**, I never heard from them nor did I receive a voicemail or anything. Fast forward to May 2014 and I have a debt of $1054 with SunTrust Bank through them. I had to actually hunt them down because they have no public information that is readily available, just on the Revdex.com, and no website to see if they are in fact legitimate. So I have send them a complaint which I am ready to file with the Attorney General of [redacted] where they are based, with Virginia where I am located, [redacted] where you are headquartered and ** for which I was living where I took care of my parents and received no contact at all regarding paying off the debt.

I do agree I have a debt, but in no way is this debt $1054 SunTrust would not work with me in any way what so ever and moved this account to collections. This money owed is based on disputed fees and they discharged it quickly to you based on my situation. I am now in a much better position to work out this debt, and if it is not to my satisfaction, I have an attorney on retainer because this is negatively affecting my credit score, causing me possibly thousands of dollars in extra interest I should not have to pay on future loans, etc.

The sad part of this story is that you lost my business and even though I was in debt $219.39 in 2011 one of your competitors now has multiple accounts of mine totaling well into 6 figures. Moral to this story, a little understanding goes a long way.

I look forward to your response and more important, I look forward to hearing from your collection partner The [redacted]. I have plenty of time to not only respond to these issues, but also time to take legal steps to make sure my rights as a consumer are protected. I look forward to your response.Desired Settlement: I want a letter in writing what your procedures are in sending accounts to collection agencies, if this in fact in your banking agreement and what steps you take to help Customers remediate that debt.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding the status of your above referenced account. We

appreciate the opportunity to respond.

As you stated in your correspondence, you moved out of state

for an extended period of time. Our records do not reflect you contacting us to

request an update to your address or telephone number. As we did not have

updated information, all statements and correspondence were sent to the address

of record:[redacted], [redacted], [redacted]. We have no record

that the mail was returned as undeliverable. Attempts to reach you by telephone

at [redacted] were unsuccessful. In additional, we have no record of you

contacting our Demand Deposit Account Recovery and Retention Department to make

payments arrangements regarding the negative balance.

A review of your statements for the period of November 19,

2010 through February 14, 2011 reflects that the transactions that were

presented for payment and returned, for which your account was assessed a

$36.00 returned item fee for each item, were recurring transactions. The transactions

were from [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and

[redacted]. Since you do not place stop payment orders or cancel the transactions

with the merchants, they continued to submit the items for payment. If you are

disputing any of the transactions, we encourage you to contact our Fraud Rick

Management Department at [redacted] to establish a fraud case.

On February 3, 2011, due to a negative balance for an

extended period of time, the account was closed with an amount owned to SunTrust

of $1,054.59, which represents $88.59 for purchases, $966.00 in fees and a

$30.00 administrative fee. As a onetime courtesy, we refunded the $30.00

administrative fee.

Your account is currently with CCS Co. We encourage you to

contact them at [redacted] to discuss payment or settlement options.

We show the address we have on file for is different than

the one you provided to the Revdex.com. To update your address, you may call

[redacted] ([redacted]) or visit any SunTrust office. Our representatives will

be glad to help you.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and 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,