SunTrust Bank

Review: I have been a member of Sun Trust Bank since 2007. Since that time, there have been a couple of previous instances where I have had fees wrongly charged to my account, but they were corrected.

This time, it is different. When I had to change my [redacted] account (again) due to changes in Sun's policies, I was told by the person who set up my account, that I had to keep a minimum of $5,000. Which I always did. Then in October, I noticed that I had been getting charged a $17 monthly fee, which had occurred 4 times. When I spoke to the bank manager at the [redacted] location, she was able to reverse two of those fees, but said that the other $34 needed to be approved by the manager at the location where I had originally opened up the account, which was at the [redacted] branch. A couple of days later, she called to inform me that they would not reverse the fees! I was told that the policy was that I needed to have a total of $10,000 (I think) and that I needed a minimum of $5,000 in my [redacted]. This was never fully explained to me.

Because Sun Bank's staff could not properly inform me of these changes, I am now out $34 because of it?! Needless to say, I closed my account but I still want the $34 in fees that was wrongly taken from me from misinformation by their staff.

This is poor customer service and I do not recommend anyone banking here.Desired Settlement: I was wrongly charged $34 and would like that money returned to me.

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 was charge a nsf fee on May 2 of $36 from Suntrust , It was a check that came thru my checking acct in the amount of $500.00 and Suntrust oaid the check, but I had the $500 in my checking acct , I MADE THE DEPOSIT at the ATM on May 1 but Suntrust cut off at 9pm. the manager I spoke with [redacted] on the custmer service # , said I made the deposit after 9pm,. it was made around 10:20pm , But the $500 was in the account and I'm Not understanding why Suntrust charge me the $36 when they collected the money and I'm just asking as a customer if I could please have the credit back of the $36 nsf fee , I thought they would waive a nsf fee every year but Annett said they do not . The money was in the bank just little after cut ff time but it was there . Then [redacted] said if I did not get the money in there today, I would get hit with another $36 FEE . I have been with Suntrust for years and seems so unfair.

Thank YouDesired Settlement: I would just like a $36 nsf fee credit back

thank you

Review: I have a home equity line with Suntrust Bank and they make harassing phone calls to me for payment EVERY month. This month, they began making the harassing calls to my phone on Monday, 1/11/2016 (the day before the payment is due) at 2:47 pm. They call from many 800 unrecognized phone numbers. They even sent me a harassing letter dated 8/11/2015 informing me that as of the date of the letter, their records indicated that the account was 30 days past due. THE ACCOUNT WAS NOT 30 DAYS PAST DUE as I ALWAYS make the payment prior to 30 days from the due date. I called customer service today, 1/15/2016 and spoke with Lena who was extremely rude as she talked over me the entire time I talked. I asked to speak with a manager and she transferred me to Frank a supervisor who was just as rude, if not more rude as he talked the entire time I was speaking as well except at the very beginning of the conversation. It sure DIDN'T SEEM AS THOUGH I WAS SPEAKING WITH A REP OR SUPERVISOR IN A CUSTOMER SERVICE DEPARTMENT. I informed both of them that I have been receiving monthly HARRASSING phone calls from Suntrust Bank for years (3 to 4). They are calling and HARRASSING me for payments before they are due and/ or before they are even 30 days late (which is what's reportable to the credit bureaus). They are also HARRASSING me for only making the Total Interest Charged PAYMENT DUE that's listed under the summary of account activity and not including the late fee. Lena stated that my account was 2 months past due when I spoke with her today (1/15/2016) and I made the Total Interest Charged payment (that was due on 12/12/2015) at a Suntrust Bank branch on 12/24/2015 at 13:56:31. I have the receipt of payment. She harassed me about not making a payment including the late fee and stated that my account was delinquent because I didn't include the late fee with the Total Interest Charged payment. I can't work for receiving numerous daily, weekly, and monthly harassing phone calls from SuntrDesired Settlement: STOP THE NUMEROUS DAILY, WEEKLY, AND MONTHLY "HARRASSING" PHONE CALLS!!!

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: about 4mth ago I contacted suntrust and let them know that my account was compromised by several entities, I asked them over and over to freeze the account, and they refused so they kept charging me over draft after overdraft until the account was $400 dollar in the red, I open another account with the suntrust and told them again that I would not pay those overdraft because I asked you to freeze the account, they told me to go into a suntrust office which is impossible for me to do because I work city transportation and im not able to go to a bank and suntrust is not open on weekend in [redacted]... again I explained this to customer service. now his the kicker. last friday 4/25/14 they withdrew 100 dollars from my account I asked them why and they stated it was policy when an account is 45days overdrawn I was upset but what can I do..today 4/29/14 they withdrew 160 dollars from my account giving me a zero balance. I called customer service and they refused to help me. I told them I have bills that will be hitting my account are you telling me your going to hit me with two my nsf from my new account. she csr stated yes...Desired Settlement: Im not a rich guy I live paycheck to paycheck like a lot of americans do. I want that money back into my account so I wont have anymore nsf. Im upset with the fact that they blew me off. like I was nothing to them. would I be more important to them if I had a million dollars in there bank. I want a fix Ive asked for a fix for month

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

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

First off they lied, they said I would get a response in 10 days I have recieved nothing, I called them again on 0519/2014 left a message no return call at all, now they have caused my other account to go in to negative, they don't care about you if you don't have a million dollars in there bank I will spread the word

Regards,

Review: I use my SunTrust Platinum Rewards [redacted] card exclusively as I get rewards points for doing so. With the rewards I earn, I usually purchase a $25 prepaid SunTrust [redacted] card (for 3,000 points). Up until recently, I could immediately use the prepaid card upon receipt; in fact, there's a sticker on the card that says it's active and ready to use. A month ago I tried using one of these cards several times with no success. I called the number on the back of the card and eventually spoke to someone who said they'd changed the activation process for security reasons; customers had to now call or go online to activate the card (even though the "card is active and ready to use" sticker was still on my card). This was acceptable to me and I was told by calling, my card was now active. Some weeks later, I used the card for a $15 purchase. I tried using the remaining $10 several times later, but the transactions got declined. When I called the same number again (on 10/7), I was told the card balance was $8 and that I'd been charged $2 for talking to a live person. This confirmed for me that I'd had $10 left on the card prior to calling. I then found out that the $2 had been charged when I first called about activation. This charge was never mentioned to me at the time of that call. Needless to say, I was insulted and infuriated. I've been an excellent SunTrust checking and/or credit card customer since 1995. I demanded to speak to a [redacted] who said they'd send it to another department to see if the $2 could be credited back to the card (and that it'd take 7-10 days). As far as I'm concerned, this shouldn't have happened to begin with and certainly should have been fixed immediately. Two weeks later, nothing has changed—the balance remains $8. However, in the meantime, I sent a message via SunTrust's banking messaging system describing my problem and dissatisfaction. Her reply was apologetic but she said the $2 fee was a [redacted] charge and not a SunTrust Bank fee. I responded that technically that may well be so, but that I was calling—I'm a SUNTRUST customer, using a SUNTRUST credit card with a SUNTRUST web address ([redacted]), that the pre-paid cards I get say SUNTRUST on them. Furthermore, I've had numerous [redacted] cards over the past 20+ years of my life and have NEVER been charged to speak to a customer service rep.Desired Settlement: Initially, I simply wanted them to credit the $* back to my prepaid card. But I fully expect someone of considerable stature in the company to call me and personally apologize for this insulting policy. There is absolutely no excuse for the hassle I've received. I will concede that those I spoke with "felt my pain" and were apologetic and agreed that the charge was absurd. However, apparently no one is given the authority to simply right this wrong. I have many banking choices and even more credit card choices. I'm interested to see how badly SunTrust wants to keep my business....

Business

Response:

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

Review: Suntrust placed a 'no-debit' status on my personal checking account, essentially rendering my account inaccessible, due to a deposit that was made into my account, that I had no knowledge of or attempted to make (the deposit occurred in a branch in Atlanta, GA, I reside in MD, and have no family or business dealings whatsoever in the state of GA). After several hours of being on hold and speaking with various customer service personnel, I physically went into a branch to attempt to get the issue resolved. The representative in the branch was very helpful and did his best to advocate on my behalf to get the issue resolved as quickly as possible, however, the Fraud department was unable to provide any resolution. I was told that a fraud claim was being opened, and that it could take up to 10 business days for the issue to be resolved. As a customer that has banked with Suntrust for many years, I found this to be very frustrating for a number of reasons. One, I felt that I was being held liable for a fraudulent transaction that I had nothing to do with, and two, as a single parent who has two children solely reliant on my income, there is no way that I cannot have access to my paycheck for 10 business days. A few hours after I left the branch, I received a call from a 'Fraud Investigator' in a GA location. She advised me that the deposit was an error on Suntrust's end, and that the fraud claim would be closed, and I would again have access to my accounts. At that time, the information she gave me was correct, and I was able to access my account. However, less than 12 hours later, I attempted to utilize my bank card, and was told the transaction was declined. When I called into Suntrust again, I was told that the 'no debit' status was placed back onto my account. Unfortunately the department that had to handle my issue was closed. In the subsequent days, I have attempted to contact Suntrust to resolve the issue and no one has been able to assist me.Desired Settlement: I am being charged various returned check and late fees from my daycare provider, and am at risk for utility and other services in my home to be shut off due to non-payment, since the access to my paycheck has been blocked by Suntrust. I am requesting a refund of the fees that I am being charged, since this was not an error that I caused or am responsible for; especially in light of the fact that Suntrust claims that its customers have 'zero liability' for fraudulent transactions that occur.

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding a no debit status that was placed on your above

referenced account. We understand that we did not meet your expectations in

this situation and regret any inconvenience caused.Our records reflect that due to a bank error, on May 22,

2015, a “no debit” status was placed on your account. The hold was removed on

the same date. On May 26, 2015, a “no debit” status was placed on the account

again, upon verification the “no debit” status was removed and the account and

debit card were active. All SunTrust fees assessed due to the error were

refunded on May 27, 2015 (statement copy [redacted]). You mentioned that you were

charged late fees due to the returned checks. If you will provide documentation

of any late fees that were assessed during this period, I will be glad to

review to determine if additional refunds are in order. You can send the

information to me at the above address.The account is currently overdrawn. Because of this, we ask

that you place make a deposit as soon as possible to bring the account to a positive

or zero balance. Doing so may prevent the account from being closed with an

owed balance and reported to various consumer reporting agencies.[redacted], we hope the information provided is helpful to you.

If we may be of further assistance, please do not hesitate to contact us via

your Online Banking Profile, call us at [redacted] or visit any

SunTrust Branch. Our representative will be glad to help you.Sincerely,[redacted]

Review: I received a pre approved credit offer, with credit limit minimums and interest rates. I have been a suntrust customer for years. The letter said to claim offer email with pre approval code. I did, and it was not approved? I contacted the bank by phone and was told that they have many prepaid offers. Being a sales manager for thirty years, I know bait and switch. Did big bank get permission to lie to their customers in this latest round of bailouts? I would be happy to get the offer that I was "pre-approved" for and an agreement to keep these bogus offers to a customer that is amused by them.Sincerely[redacted]Desired Settlement: I would like suntrust to honor the letter sent to me.

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from Mr. [redacted].

We sent a letter today to Mr. [redacted] to address the issue he brought forth to the Revdex.com. In addition, we left a voicemail for Mr. [redacted] today asking that he contact us so that we may fully address his concerns, but we have no received a return call from him. Therefore, we are closing our file on Revdex.com case [redacted].

Please note that SunTrust does not currently offer pre-approved credit card offers, but we do offer pre-qualified credit card offers that have reservation codes on them, as this is the way we are able to determine which offer was sent to a client or a prospective client.

Should you have any questions about our response to Mr. [redacted], please feel free to call Mr. [redacted], a manager of Executive Services, at [redacted]. He will be glad to speak with you.

Sincerely,

Review: On September 4, 2014 I opened an account online with Suntrust. On September 15, I attempted to use my debit card and could not, I then tried to log on to the account and was not able to log on. I then called the bank and was told that my account had been closed and that any funds would be returned within 30 days. I asked why no one had called or why I had not received any notification of the closure, the customer service rep told me that she had no information and that I had to wait for the letter for an explanation. I never received a letter from Suntrust or the funds that were in my account that totaled $338.

On 10/16/2014 I called Suntrust to check on the status of my refund and was told that I had two accounts in 2008 that were not handled properly and that my funds would be used to cover those accounts, I was then given another phone number to call. I tried to explain to the customer service rep that she was correct and that I did have two accounts back in 2008, but that they were sent to a collection agency and that I settled the accounts with the collection agency in mid 2011. She then told me that she was not able to do anything and that I needed to speak with the fraud dept. The fraud dept was of no help and basically regurgitated exactly what the previous customer service rep stated.Desired Settlement: I would like for Suntrust to further investigate the closed accounts from 2008 with the collection company that they turned the accounts over to and then refund my $338.00 that was in my account at the time of the closure because I don't feel that it is fair for me to have to pay the collection company as well as Suntrust for the same debt.

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 have contacted the bank regarding the overdraft fees. I have requested a refund due to the miscommunication between the local branch and myself. I was advised by the [redacted] branch that when I signed up for my account all the overdraft protection was disabled. They advised me that if my account had no funds then nothing would go through my account. I have contacted the customer service department of the bank many times and no one cannot seem to assist me with refunding my outrageous overdraft fees. I have even requested to speak to the CEO and they refused.Desired Settlement: I just would like a refund of my overdraft fees since the bank did not explain in full detail how the overdraft protection works for my account when I setup my checking account with the local branch in Stanley, N.C. If a refund cannot be provided, Then I will just end my services with this bank forever.

Business

Response:

Dear Mr. [redacted]:

We have received and reviewed your correspondence that you sent to the Revdex.com regarding overdraft fees that were assessed to the above referenced account during the past three months. We appreciate the opportunity to look into the issue raised and provide a response to you.

You stated that you opened your account at our Stanley Office; however, our records reflect that you opened the account using our Online Service. During the opening process you were give the option of accepting or declining Overdraft Coverage; we show that you declined overdraft coverage. By selecting the Overdraft Coverage for the aforementioned account you acknowledged that you read the Overdraft Coverage Summary and agree to the service (copy enclosed). Declining Overdraft Coverage means that any ATM or one time debit card transaction presented to SunTrust for authorization in excess of your available balance will be declined. SunTrust pays overdrafts at our discretion, which means that we do not guarantee we will always authorize and pay any type of transaction. Overdraft coverage does not apply to checks, payments made via online banking, automatic bill payments, ACH debit transactions and recurring Check Card transactions. This information is disclosed on the Summary.

In addition, "overdraft protection" allows clients to safeguard their checking, savings or money market account from overdraft charges and returned items by linking the account to another deposit account, SunTrust Credit Card or a line of credit account. Funds, if available, are transferred from the funding account to cover any overdrafts.

A review of our records for the past three months reflects that the overdraft fees were assessed appropriately as the items were presented for payment against non-sufficient funds. As a courtesy, we refunded two of the overdraft fees that were assessed on June 4, 2013,. Please note that going forward, you will not receive any additional courtesy refunds.

Mr. [redacted], we trust this information is helpful to you. If you have any questions, please call us at [redacted]. A representative will be gald to assist you.

Sincerely,

Assistant Vice President

Executive Services

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.

There is information that is missing from this issue. I was advised by a bank employee at the local branch that nothing would go through my account if I chose to not accept the overdraft protection. If is not my fault the bank employee did not follow protocol and review the entire policy with me. I am going only based on information the employee provided. There is a break down of communication at some point concerning my issues. I have even requested the bank to stop payments on the reoccurring charges and was advised they would stop. Well I got up this morning and guess what! They let the charges go through once again after they agreed this issue would stop. I am very displeased regarding my service with this bank. If the issue still cannot be resolved, I will have no choice but to contact my local media team to get them involved so they can further investigate my concerns and resolve this issue. I am a client of the bank. I should be treated with the up most respect. I have been lied to by the branch employee and now I see that when I send it an issue it cannot get resolved based on all my communications with the bank. I understand the bank has policies and procedures to uphold but their employee stated that nothing would go through the account. So I am under the assumption that "Nothing" would go through my account without funds being present. Now if the bank employee would have went into further details regarding the overdraft protection then I could understand the overdraft fees. Since your employee stated that to me then that is not my fault. I think that it should be stressed to all employees that come in contact with the clients to express the full policy of the overdraft protection and what is prevents and does not prevent. Your bank employee was in a hurry to get everything completed the day I opened my account. I believe that she was going to lunch or somewhere that was important. She was in a rush to get everything completed. I have been in management and customer service for over 10 years. I understand how to treat my customers when there is an issue. I work to provide them with a solution to their issues unlike the bank and how they are going about this issue. I would like a refund of the overdraft fees that was accessed due to this issue as well as the bank to look into the issues with the stop payments that were setup and failed. If this still cannot be resolved then I would like to speak to the CEO of the company to see what he can do if you cannot take care of this simple issue.

Regards,

Review: Suntrust allowed $965 to be stolen from my bank account by not stopping twenty-seven (27) illegal purchases in nine (9) different states from California to the east coast and in between. This theft occurred over five (5) days even though I called and emailed Suntrust as soon as I noticed AND while charges were pending. Suntrust did not protect my funds and are refusing to share the documents showing that they even investigated the theft.Desired Settlement: Suntrust should report the theft to the law enforcement agency, as they said they would and did not.

Suntrust should investigate the theft, as they said they would and did not.

Suntrust should provide copies of their investigation report to me and law enforcement, as they said they would and did not.

Suntrust should return the funds.

Business

Response:

Dear Mr. [redacted]:We have received and reviewed correspondences forwarded to

us from the Revdex.com and FRB regarding fraudulent activity on the above referenced

account. We were recently informed that these complaints were filed in your name by

your father Mr. [redacted] Ill. Because we do not have your authorization to

speak with Mr. [redacted] Ill about your personal and account information, we are

responding directly to you . The following three claims were filed for unauthorized debit

card transactions that occurred on your checking account.• Fraud Claim 2352919 was filed for a July 24, 2015 debit

card purchase from RI FLA for $415. This was a merchant dispute and not a true

fraud claim. The dispute was resolved when the merchant credited your account

$415 on July 27, 2015. These transactions are reflected on your

[redacted] July 27, 2015 statement.• Fraud Claim 2395752 was filed for two debit card purchases

at [redacted] totaling $12.60 (August 25, 2015 for $4.60 and August 26,

2015 for $8.00). We paid these transactions on August 28, 2015, and the credit

is reflected on your September 24, 2015 statement (copy [redacted]). • Fraud claim 2389121 was filed for 22 unauthorized

transactions that were debited between August 21 and 26, 2015 totaling $865.32. Our

Fraud Management team reviewed the transactions again and

determined the transactions were fraudulent. Therefore, a final credit of

$865.32 was issued to your account on November 6, 2015. This credit will be

reflected on your next statement. Regarding your account, if you would like us to

discuss and release account information to someone other than yourself, please

provide notarized written authorization naming a designated person and the last

four digits of their Social Security number. You may fax this to my attention

at [redacted] It is Sun Trust's policy to offer its banking products and

services, including credit products, to any qualified applicant in a

responsible and nondiscriminatory manner, and in compliance with all applicable

Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly

representing its products 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. Mr. [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 via your

Online Banking Profile, call us at [redacted] or visit any SunTrust

branch. A representative will be glad to assist you . Thank you for choosing

SunTrust for your financial needs. Sincerely[redacted]

Review: In April of this year I discovered a re-occurring charge of $49.95 which was charged to my account every month since 5-23-14. This comes to $549.45. Sun Trust told me they would refund 3 months of the payments since they were fraudulent charges. So, they admitted they were fraudulent but offered only 3 months of payments back. I never did receive my money for the 3 months. I want my entire $549.45 back which was taken from my account without my consent.

Product_Or_Service: UnknownDesired Settlement: DesiredSettlementID: Refund

I simply want my entire $549.45 back which was taken from my account without my consent.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding disputed charges on your above referenced account. We appreciate the opportunity to respond. Our records show we set up Case [redacted] when you contacted us on March 30, 2015 to dispute recurring debit card charges from [redacted] of $49.95 each (totaling $549.45) that posted to your account in 2014 and 2015. The claim was declined for a full refund because we were not informed of the charges within 60 days from the first statement the disputed charge appeared. On April 2, 2015, we refunded three charges, and your account was credited $149.85 (see dispute credit on the enclosed statement). The timeframe for reporting errors involving electronic transactions on your account is explained on page 42 of our Rules and Regulations For Deposit Accounts (enclosed). Our Rules are provided at account opening and on our website suntrust.com (see About Us--+Fee Schedules-tDeposit Account Disclosures). We reviewed your case again and based on the information you provided, your case was declined for a full refund, as explained in the April 3, 2015 letter from our Fraud Assistance Center (copy enclosed). Mr. [redacted], I understand this is not the resolution you are seeking from SunTrust and regret any frustration this situation has caused you. If you have not already done so, you may want to contact the merchant for additional refunds. Should you have any other questions or concerns, please call our Fraud Assistance Center at 800.447.8994. A representative will be glad to assist you. Sincerely,

[redacted] Officer Client Advocacy Team

Review: On 04/01/2015 I realized that I had a check card purchase for 1500.00 on 02/24/2015 to [redacted] I did not make or authorize the payment so I disputed the charge and informed suntrust and was given a case number of 2229001 CKCD. On 04/09/15 I received a email with a notice attached stating that my case was closed and has been deemed to be valid and correct. The problem with the transaction is that I did not make the payment or authorize the payment. I also have never purchased anything with [redacted] I do not own a car or even have a license to drive a car but was charged 1500.00 fraudently. Because of the missing funds, this caused my account to overdraft and close and be sent to collections. Its extremely frustrating to bank with a company who allows fraud to happen on your account especially with significant amounts of money.Desired Settlement: I would like the amount of 1500.00 refunded from the fruadulent transaction and my account reopened.

Business

Response:

Dear [redacted]Thank you for your inquiry concerning your

account with SunTrust Bank.According to our research, the

transaction(S) in the amount of $1,500.00 conducted on 2/24/2015 was complete

and valid. There were no errors in the transactions(s).Based on this information, we are unable

to honor your claim for the transaction(s).Should you have any questions or require

additional information, please contact our office at [redacted].You may wish to review the Rules and Regulations

for Deposit Accounts as applicable to regulation E. including provisions about

your rights to obtain records on which this decision was based.

Review: This bank has posted an inquiry on my credit reports that I did not authorize.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Removal of the inquiry from all three major credit bureaus.

Business

Response:

Review: I went to a Suntrust ATM in Deerfield Beach Florida and was shorted $40.00 from the ATM transaction. The case number is [redacted] I supplied the bank with ATM slips that clearly show there was a problem with the ATM and I resubmitted my claim and was never notified of a final decision only a debit for $40.00 from my account.Desired Settlement: Return my $40.00 that I was shorted.

Business

Response:

Dear Ms. Damelio: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust's decision to decline the claim referenced above. I appreciate the opportunity to respond. Our records show that you contacted our Fraud Assistance Center on February 6, 2016 to report an issue with an ATM machine in which you only received $360 from a $400 withdrawal. Claim [redacted] was established, and you received provisional credit of $40.00 on February 8, 2016 (copy enclosed). However, the claim was denied and the $40.00 credit was reversed as indicated in the enclosed letter dated February 17, 2016. You completed a rebuttal form on February 19, 2016 (copy enclosed), and your claim was reviewed a second time. Our previous decision was reversed, and your claim was approved, as stated in the enclosed March 7, 2016 letter from our Fraud Assistance Center. Your account was credited $40.00 on March 4, 2016 (statements enclosed). Ms. [redacted], should you have any additional questions or concerns regarding your claim, please contact our Fraud Assistance Center at 800.449.8774. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely, Kathy B[redacted]

Consumer

Response:

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

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

Regards,

Review: On March 15, 2016 at 6:44 pm EST, I had an unauthorized charge on my card in a location that is around 6-7 hours away from where I live. I was not notified of this and the only reason I saw it was because I checked my bank account to see if a deposit I had made had gone through. It was a substantial amount of $182.73. Now, I understand that this happens, it has happened to me before at a different bank. My issue is the appalling way that SunTrust bank has "handled" this fraud claim. This fraudulent transaction has a very real possibility to cause my account to be over-drafted due to having checks previously sent out to pay bills in which I will be stuck with those fees and not to mention out of money to pay other bills or even get food for my husband and I. SunTrust's answer to this? So sorry. It will take 10 business days to process your claim. Okay well what about if we need food? Well our job is to prevent this sort of thing from happening so we reccomend that in the future you have two accounts for your money. Seriously? I am about to have no money and you have absolutely no way to fix this when is is in no way, shape or form my fault?! When this happened with my previous bank, they applied a temporary credit, which is the obviously right thing to do. Why am I guilty until proved innocent? Isn't that supposed to be the other way around? I understand that $200 may not be anything to some people but this has just made my life completely turned upside down.

Thank you for your time.Desired Settlement: I want this bank to change their policy on fraudulent claims and charges. Apply the credit immediately, and if the customer is lying and actually made the charge, take back the credit. If it is my case where this money can make the difference in eating or not, apply the credit immediately and do the paperwork last.

Business

Response:

Consumer

Response:

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence regarding the status of the fraud cla!m referenced above. I am sorry to learn of the fraud that occurred on the account and understand how frustrating a situation ·like this can be. I appreciate the opportunity to respond. Our records show that, on March 15, 2016, you contacted our Fraud Assistance . ! Center to report an unauthorized debit card purchase that was pending on your account for $182.73 from BestBuy. At that time, Claim 2641230 was established. This unauthorized .debit did not cause your account to be overdrawn, and no fees were assessed because of the debit. Upon receipt of the notification of unauthorized activity, we started our investigation. On March 22, 2016, our Investigation of your cla!m was completed and we determined that you are not liable for the charge. A credit for $182.73 posted to your account on March 22, 2016 (statement enclosed). You were concerned about the length of time for a provisional credit to post to your account. In accordance with our Rules and Regulations For Deposit Accounts (pages 42 and 43 enclosed), we will provisionally credit your account within ten business days from the date you provide us with confirmation of the disputed amount. Our Rules are provided at account opening and available on our website suntrust.com (see About Us-Fee Schedules-.Deposit Account Disclosures). Your comments about the claims process are important to us and were forwarded to the appropriate management area. We understand that we did not meet your expectations in this situation and regret any inconvenience caused . 04-13-'16 15:28 FROM-SUNTRUST T-324 P0003/0010 F-500 Ms. [redacted], we hope the Information contained in this letter will alleviate any further concerns. Should you have any additional questions· regarding your claim, please contact our Fraud Assistance Center at 800.447.8994. A representative will be glad to · assist you. Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office

Review: June 2014, I visited the [redacted] to make a Consumer Loan Payment. At that time, I was told that since I provided a voided check to keep on file, that I would not need to physically visit the branch location to make any future payments. The branch rep confirmed that I could simply call in, verify my information, and have them process the payment over the phone. I attempted to call in today to this same branch to make my payment and was informed that the policy was updated 1.5 weeks ago (after my visit) and that they would not be able to accept my payment over the phone. I am out of town and there is no branch near me to physically visit. The agent refused to process my payment and, instead, suggested that I call in to customer service to make my payment over the phone for a fee. This is obviously a training opportunity for this branch and I do not feel that I should have to pay a fee for trying to make a payment that I was told could be done over the phone at no charge. Why did Suntrust accept a voided check to keep on file if I still have to physically visit a branch to make a payment?Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my payment to be accepted over the phone without a fee. I am out of town and my payment is due immediately. I did not make arrangements to visit a branch prior because of the information provided to me at my last visit.

Business

Response:

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

Please close this case on your records.

Review: I have been banking with SunTrust for over 6 years. They handle 50% of my bi monthly direct deposit, mostly due to convenience of the location. My other bank is downtown and I mainly use that to pay bills directly out of the account. I called SunTrust customer service on Thursday and asked them to make $100 available for me on Friday out of my deposit that was scheduled to post on monday 6/30. I explained to the manager [redacted] user id ufco35 that I needed to send my mom some money to fill a asthma prescription. Whenever my payday falls on a monday my funds are made available that Saturday. After 30 mins of conversation, [redacted] provided the exception but told me I would need to call back on Friday 6/27 because the exception could only be granted one business day prior to my direct deposit. I told her I would call at 8 because I had to work at 9. I called at 8 and spoke with [redacted] user id [redacted] who placed me on a uninterrupted hold for 14 mins before coming back and denying the exception. I escalated to her supervisor [redacted] Supervisor of first client resolutions user id [redacted] who discussed the situation for another 30 mins and then denied the exception that was guaranteed the prev night. Not only was the guarantee by the previous supervisor not honored, I was 90 mins late for work and was unable to get my mother her needed medicine. I called on my 15 min break and lunch and two supervisors told me that [redacted] was unavailable. When I called back at 4 [redacted] had honored her word and credited my account the $100 so I can wire it to my mother. When I got off at 7 & went to wire my mother the $ the credit was removed! I had called my mother when I heard the $100 was available and told her I would wire the money when I got off. So this not only inconvenienced me but also my mother. I called customer service again and [redacted] adv that she issued the credit but had to remove it per upper management. I will be ending my business relationship with SunTrust due to this situation.Desired Settlement: I want all the supervisors to undergo customer service training. I take calls for US bank and if one manager notes account of a exception all managers must honor that. [redacted] user id [redacted] especially needs the training, placing a customer on hold for 13 mins without checking back in is very unprofessional. Everyone I listed above is a supervisor so I expect a more professional experience. On monday I will cease my business with SunTrust over this matter.

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: Our bank account was over drafted after we spent the money in the account and we did not realize this had happened. We are aware of the fees that are associated with over drafting our account but sun trust charged us $540 in overdraft fees on the money that was spent before the overdraft occurred. It was taken out of the available balance but we were still charged an outrageous amount of money. We should only be expected to pay approx. $90 in fees. When we contacted the banks customer service department, they said they would refund only $78 dollars back but that was all they could do because of their policy. This is ridiculous. I am contacting everyone possible to get my money back. There is no way that this is legal to steal our money. We are more than willing to pay the fees that accrued due to the actual charges that over drafted but not in the amount of $540. I have also contacted an attorney for a consultation because I have had this happen more than once. This is uncalled for and stealing.Desired Settlement: I want the amount of fees to be drastically reduced and refunded to my account immediately. I am willing to pay only the amount for each actual overdraft and not what was spent before. I have researched this enough to know that there are multiple lawsuits against banks for this practice. Our attorney confirmed this as well.

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.

I have no record of a message or resolution sent to me from the company. The attachment says to close the case and we have not received any resolution at this time.

Regards,

Review: I have had a checking account with Suntrust Bank for a number of years. About 2-3 years ago I opened a Personal Line of Credit & noticed that I was being charged an additional 25/year for this. Just recently, I was told that since I already have a checking account with Suntrust, the accounts should have been linked in order to avoid the service charge.Desired Settlement: Since this was an error on the Banks part, I would like them to refund the yearly amounts they have billed me since this was clearly and error on their part, for which I had to pay.

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.

Business

Response:

SunTrust responded to our client [redacted] on 7/2/14 via phone and the following was discussed.

72/14- Spoke to the client and informed her a s a courtest I will refund the annual fee applied to her unsecured credit line for 2013 and 2014 if she agrees to go in to the branch and sign a form to have her unsecured line of credit connected to her checking account as overdraft protection. Informed the client once she has this completed the annual fee will be waived going forward as long as they are both open. The client was very happy

Review: I opened a account with SunTrust Bank cause they have a great promotion. The first mistake I made was overdrafting the account in witch I had no problem paying for since I did agree to a fee if I did overdraft. The problem started when I received my direct deposit, it turns out that after my funds were put into my account by my employer I needed to make a withdrawal of $160 of course after my overdraft fee was payed from before, the total in my account was $437 after fee and overdraft I was left with $307. Minus $160 withdraw total balance left $147. OK then bought [redacted] for $6 also $19 in gas and cigarettes total balance $122 right? Well I needed extra cash two days later, so I new that I had no choice but to overdraft my account so I did by exactly $100 so my total amount withdraw was $220.....NOOOOOOO!!! According to SunTrust Bank they put your money on hold on purpose even if it's cash then they put the higher amount first so that they can charge you overdraft fees over and over because thier policy is to put all your debit transaction on pending even if you have that money available in your account this way it takes 3 business day to clear and they could charge you $36 multiple times. Now I understand and except the overdraft fee of $100 witch puts me under by -$98 but instead they made sure to not clear any of my transactions until they put the bigger amount in other to keep charging me. WOW!!! If I have direct deposit with a bank isn't that money available to me for use once cleared???. If I pay for anything with debit instead of credit don't they take that money right away??? Why would they put my transaction on pending if it's not to steal from me? They do this to steal your money and say it's our policy to put the higher amount first even if it's not in that order. So in the end they claim I have a total of 6 wait 6 overdraft fees. WHYYYY!?! IF I ONLY OVERDRAFTED ONCE!?!.Desired Settlement: Remove all but One overdraft fee with is the correct fee not 6. Stop putting people's money in pending but show them wrong available balance.

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.