SunTrust Bank

Review: During the first week of May 2016 I made a CASH ATM deposit of $290.00 at 2 separate ATM at the [redacted] branch. Of that $290, $242 of the dollars (in various denominations) got jammed in the first ATM. I filed a claim; they gave a temporary credit 2 days later and then sent an notice saying they DENIED the claim and we're taking $142 back out of my account (remember there was $242 that was stuck in the ATM) . They then sent another notice stating that they were approving the initial claim of $242.

The night of June 7, 2016 I was notified via the same branch ATM that my account was unauthorized to make a deposit. June 8, 2016 I had to go the same branch to find out why my account was blocked and was notified that my accounts were involuntarily closed without reason.

My accounts were and had been in positive standing, I consistently used them, and just recommended someone go there two days before this incident. There were cameras at both ATMs, I called and gave information about both deposits, and make ATM deposits often with banks.Desired Settlement: My bank accounts reopened and at a continued status from the date Suntrust initiated the closure of my checking and savings accounts (From 2007 to present day). Also, documentation indicating that closed accounts will not appear on my credit report and that I have not been banned or blacklisted from any banking institution.

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Review: I'm in disbelief with the lack of professionalism and accountability with SunTrust Mortgage. I received an amended 1098 Form from SunTrust on April 14, 2016 acknowledging that the company made an error with providing skewed 1098 information. Within their notice, they dilligently state their compliance with filing amended information with the IRS; however, SunTrust Mortgage is being negligent with protecting their consumer. Unlike other professional corporations who take accountability for errors, SunTrust Mortgage refuses to compensate their customers by assisting with their amended filing fees. Should I also mention their error is causing many to have to credit their return back to the IRS? However, they will note a complaint in the event that this actually catches the media's attention and they are forced to be accountable, per a SunTrust Mortgage Supervisor's discretion. The disrespect you have shown towards those who fund your business will now ensure that all media outlets are made aware of how you choose to operate. Thank you for providing me the opportunity to be an advocate for thousands affected, as a kind SunTrust Mortgage Supervisor advised this morning on the phone. Maybe thousands of constituent inquiries and complaints being filed with the IRS and appropriate parties will justly gain your attention.Desired Settlement: SunTrust has the responsibility at the least reimburse their customers for having to refile.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] dated May 3, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from B a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

Review: This incident took place at Suntrust in [redacted] but that address does not show in this list.

The [redacted] placed a mistaken hold on our account and they froze some $ 300. The bank add $ 100 as their fee. When we complained to the [redacted] they acknowledge their mistake and lifted the hold but the Bank's Vice-president [redacted] refused to credit the $ 100.

I find this outrageous and an abuse.

Besides, we've been clients of the Bank for more than 5 years and we have an impeccable record with themDesired Settlement: And refund of the $ 100

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 attaches page 24 of their conditions and nowhere there is mentioned that we would be charged $ 100.

Regards,

Review: I received a charge on my account from [redacted] which I had cancelled. I decided to dispute the charges since I did cancel and I filled out the form for the dispute and provided the necessary papers provided from [redacted] stating my cancellation. This charge on my account resulted in my account going into a negative balance. Because of this I was then charged a $36 overdraft fee. So now I am negative $71.74. I emailed Suntrust and asked for them to refund my money and they told me they couldn't because I had a similar situation before and refunded my account and they can't refund my money. SOOOO they get to charge me an overdraft fee PLUS take money out when I cancelled and I can't get MY MONEY BACK!!!! Unacceptable. I want the $71.74 put back in my account NOW!!!!!!!!!! I just had a baby I can't have my account be vandalized like this!!Desired Settlement: I want my money back I have a brand new baby!!!!

Business

Response:

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

Consumer

Response:

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

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

Regards,

Review: I have a checking and savings account with Suntrust. I was aware that I had a low balance in my account. A automatic payment from [redacted] Finances was unable to be stooped so I was aware that I was going to be on the negative for this transaction. Suntrust decide to place that transaction fist on my transactions profile and then proceed to take all the transaction from a weeks prior, who were billed already, and place them last forcing my account to incur in several overdraft charges instead of charging me 1 overdraft fee for the 1 payment of [redacted]. That resulted in a overages of of over 300 dollars.Desired Settlement: I will pay the 1 [redacted] transaction and 1 overdraft fee. I want all other incorrect charges and fees removed.

Business

Response:

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees charged

to your above referenced account. I understand the difficulty this type of

situation may cause. I appreciate the opportunity to respond.Our records show that,

on July 11, 2016, seven items totaling $191.16 were presented for payment

against a balance of $98.29 in your account. Given that there were not enough

funds to cover all of the items, you were charged six $36.00 overdraft item

fees. Based on this information, we have determined that these fees are valid.

However, as a courtesy, we refunded one $36.00 overdraft item fee to your

account on July 12, 2016.Subsequently, multiple

items were presented for payment against a negative balance, and deposits have not brought the account to a positive balance

(statement enclosed). As of the date of this letter, the account is overdrawn.

Given this, we ask that you please 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.The posting order of

your items is in accordance with our Rules

and Regulations For Deposit Accounts.

Enclosed is page 17 of our Rules for your review. Our Rules are provided at

account opening and on suntrust.com (see Menu? Personal Checking

Accounts?Features and Benefits?Overview Guides and Disclosures?Deposit Account

Disclosures).Also, regarding debit

card purchase, once a debit card transaction (ATM withdrawal or purchase) is

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

balance. Funds on hold for pending debit card transactions generally cannot be

used for other purposes, even though the transaction has not posted against the

account.Generally, it can take

between two to five business days for debit card transactions to be presented

for payment and permanently post to the account. For this reason, clients must

maintain accurate account records noting all authorized transactions, including

pending debits and credits, to determine their available balances. Detailed

information concerning this matter is included on page 18 of our Rules

(enclosed). In order to decrease

the chances of overdrafts happening again, please visit suntrust.com, where you

will find helpful tips on how to manage your account and avoid fees (see Facts

About Banking). You will also find useful information about our overdraft

services and how to monitor your account activity when the balance gets too low

or becomes overdrawn by setting up email or mobile alerts.You may also want to

set up Overdraft Protection, whereby a protector account is linked to your

transaction account to cover any potential shortfalls. Detailed information

about this service is found on our website (see Menu? Personal Checking

Accounts?Features and Benefits?Overdraft Services). Instructions for signing up

for Overdraft Protection and setting up email or mobile alerts are also found

on our website.Mr. [redacted], I hope this

information is helpful to you. Should you have any additional questions

regarding your accounts, please do not hesitate to contact us via your Online

Banking Profile or call us at 800.SUNTRUST [redacted] A representative

will be glad to assist you.

Consumer

Response:

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

My account was positive until the one transaction from [redacted] came through and made the account in negative. Like I said, I am fully aware of this and I have no issues making a payment to cover the [redacted] transaction and one overdraft transaction. If Suntrust does not approve my transaction once the account is negative I see no reason why Suntrust kept accepting additional transactions, while the account is severely negative, to cover other payments if the account is on negative. Once again, these are ill practices that are wrongly done by Suntrust in order to gain financial advantage from their clients. There is 1 transaction that I will pay and that is [redacted] and one overdraft fee.

Regards,

Review: I was charged a $7 maintenance fee on my bank account. I have been banking with Suntrust for well over a year now and I have never incurred a fee for maintenance. When I contacted customer service, I was told that in order to have that waived I must initiate 10 transactions a month, maintain a 500 dollar balance or as a student, there is a 5 year waiver. I advised customer service that I was unable to make 10 transactions or maintain a 500 dollar balance due to the death of my grandmother which was addressed in a previous complaint due to the excessive overdraft charges I incurred during that time on my account, which I might add I have never had overdraft fees since opening my account but dealing with being a full time caretaker until my grandmother passed caused a brief issue with finances. I advised customer service that I was a full time student at [redacted] so there should not be an issue with refunding the maintenance fee on my account. I was told they could not help me and to go into my bank to discuss this. My issue is that under the circumstances of losing my grandmother and previously addressing issues with my account due to a terrible time, why should I have to leave work or school (both I do full time) to have a fee refunded by going into my bank? They need to honor their stipulations. At this rate, I may as well open an account with another bank because it is very clear that Suntrust does not value their customers and their customer service team is rude and dismissive.Desired Settlement: I would like my maintenance fee refunded as I am a full time college student so I qualify for free checking.

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: When I signed up I was not told about any service fees and I never received my monthly statements. Later I was told that they signed me up for paperless statements, something which I never agreed to. I just noticed that I am being charged $10 a month since October of 2015 and was being charged $7 a month since May 2015 until October 2015 for a total of $145 without my consent or ever being informed. I called and the representative told me I was charged this fee and was not able to assist me further. I cannot verify that I was not being charged this fee for longer than that since I had not been receiving my statements but I want ALL my fees refunded that I was charged for this account. When I signed up I was informed that this account was free. Thank you for your help.Desired Settlement: Refund all fees charged to the account.

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: the bank stole money from us and is did fraud on us.. we had posted transactions in the morning when I checked the account and later around 4pm I gave a check to a lady with next day date and she cashed the check the same day online we assumed so the account went negative, they charged us 5 NSF fees and they even charged us a fee for an "account analysis fee" they charged us every month, all the transaction were posted before I even made the check, but since it was dated the same day they went back and charged all those fee...then I called the back and spoke to a "supervisor" name Latoya and asked her to speak to someone above her and she refused to put someone else on the line saying there is no one else I can talk too .... she said they have a "policy" that they go by the heights amount and charged based on that, how convenience for the bank ! so they can still more money from peoleDesired Settlement: I want 4 NSF's fee returned to us (refunded), I understand there were no funds for the check, but all the othere transaction were already posted and funds where there..........

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: last month I placed a hold my debit card to where no company could get into my account. well I checked my account. Suntrust let two companies get in my account. that made my account go into overdraft. I fell Suntrust dropped the ball by letting get into my account. I would like this to be resolved as soon as possible.Desired Settlement: a refund to my account.

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: Within 7 months, my bank account has been compromised twice and SunTrust each time has let us know that it is our responsibility, not theirs, to monitor our account. We pay a $17 monthly fee for them to monitor our account from fraud. This time around, they will not put the money back into our account, $1,534.66, until an investigation has been completed (10 business days). Within 2 hours I was able to contract 3 of the 4 merchants the card was used at and find that the card presented not only didn't' have my husbands name on it, it was a female. She had my husband's bank card number on a credit card that matched her proof of I.D. She purchased $1,510 worth of gift cards at 3 restaurant locations within 59 minutes and $24.66 in gas. This, they claim, didn't seem like something that should be flagged as fraud. These purchases took place on Monday, June 27, 2016 2 counties away from where we live and we show bank card purchases 44 minutes prior to the first purchase in Miami at 8:05 pm (1 hour 27 minutes away from where the fraudulent purchases took place). I am unable to get a clear answer on the status of my claim 8 days later and just keep getting the run around. I have been told that the investigators can pick and choose who they call and don't call (I was supposed to get a call on by Saturday, July 2nd, still no call).

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Review: I opened a checking account with Suntrust on May 22, 2016, for the sole purpose of receiving the $200 bonus. There were requirements that had to be met in order to receive the bonus. They were 1. having a direct deposit totaling $2000 with in 60 days of opening the account 2. There should be an initial deposit of $100 within 14 days of opening the account. I have met the first obligation, no problem. The 2nd requirement is where my issue is. I deposited $50 within 3 days of opening the account. I called Suntrust around this date to confirm the requirements for the bonus. I was told by the customer service rep at that point the ONLY requirement was the $2000 in direct deposits within 60 days. I inquired at that point about the $100 deposit, I was told again the ONLY requirement was the $2000. I reiterated that I could deposit an additional $50 to meet that obligation but was assured I didn't need to.

I have since called Suntrust a few timesto ensure everything was in order for my bonus and was told yes it all looked good. I just had to wait 60 days after I met the direct deposit obligation. Then today I called to check and was told I didn't qualify for the bonus since I didn't deposit $100 within 14 days. I asked the rep to look through the previous notes to confirm what I was told previously. Interestingly, there was no notes about any of my prior calls.

I'm frustrated to say the least. Again, I only opened this account for the bonus. I did my homework (MULTIPLE TIMES) by confirming what I needed to do in order to get the bonus.

And the ironic thing is there was an additional deposit made on day 15 ( since they count the day one as the day one, not the following day)

Now a days all calls are recorded. I believe if Suntrust listens to any of the calls I've made, they will confirm everything I've included here.Desired Settlement: I would like my $200 bonus for a new account

This is the first time that I, as a 37 yr veteran Real Estate Broker, has ever dealt with Suntrust but my client had already been to them because he banks there, and gotten pre-approved. I must say this was THE LONGEST PROCESS I've experienced with an FHA loan. We went U/C on 5/13 and are finally closing - or were to close - 6/23. I know a lot of loans have had extended closing times due to new TRID but it was first one oversight after another coming from the Main Headquarters in VA. The loan originator was arrogant, defensive and constantly keeping my client upset. There is a "BIG BOARD" in my office that says "THOU SHALT NOT" and Suntrust moved to the very top quickly. I must say, the only person who is understanding and seems to be there to find a way rather than all the excuses I've heard is Jason W[redacted], Sales Mgr over the Originator and the branch. BE CAREFUL if you want a mortgage Loan - of ANY KIND. THis is NOT the place to stop!!

Review: On 8/4 we made a mobile deposit of $1000 via the app. On Friday we were trying to ensure the funds were available, and noticed our account had been closed. Upon contacting Suntrust we were told that our account was set to a "no debit status" and the check we had deposited was being held until the 11th because the received "confidential information" that the check was not good. I was told that after the 11th they would hold the money for 5 more business days and then a check would be mailed to me with in 7 to 10. That means this money would not be available to me until around the 25th of August. This is a pay check. I was contacted by Audrey Collins on 8/9 due to me tweeting about this issue. She stated that Suntrust contacted the financial institution where the check was written from and were told that the funds were available. She stated that this was not enough information for them to release the $1000 to us. I was then able to provide her with a copy of the canceled check where it had cleared on 8/5. I was then told that this would still need to be reviewed by their "back office." Because of them not allowing my family to have this money we have overdrawn our other account, and have acculated fees and have not been able to pay our rent. All because Suntrust made a false assumption.Desired Settlement: I would like my $1000 to be released to me, and I would like for Suntrust to pay back all the over drawn and late fees I have accumulated bc of this mess.

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the FRB and the Revdex.com regarding a deposit hold and our decision to

close your above referenced accounts. We appreciate the opportunity to respond.

SunTrust strives to provide you with the earliest access to your money within

the guidelines of sound banking practice. Although we may place a hold on

specific funds for a short period of time, this is done in adherence with

Federal Banking Regulations. As disclosed in our Funds Availability Policy

Disclosure For Deposit Accounts, which is provided at account opening and also

found on our website suntrust.com (see Menu?Personal Checking Accounts?Features

and Benefits?Overview Guides and Disclosures?Funds Availability Policy for

Deposit Accounts), longer delays may apply under certain circumstances. Our

records indicate that, on August 4, 2016, a check for $1,000 was deposited to

your account (copy enclosed). During the review process of the deposit, we determined

that a hold needed to be placed on the account for $1,000 due to the reason

noted on the Notice of Hold (copy enclosed), which we sent you on August 5,

2016. This Notice of Hold also advised when the funds would be made available.

Please be assured that all of our clients’ deposited checks may be subject to

these types of holds, and all proper guidelines were followed in placing the

hold on your account for the deposited check. You also mentioned the decision

to close your accounts. This decision was a business decision made by SunTrust,

as explained in the August 11, 2016 letter from our Fraud Risk Management

Department (copy enclosed). We have reviewed this matter again, and our

position remains the same. On August 10, 2016, you visited the [redacted] and withdrew the balance in each of the accounts (checking [redacted]

and savings [redacted]). The accounts are now closed (statements enclosed). You

requested that we reimburse you for all overdraft fees and late fees that you

have incurred at other financial institutions. We respectfully decline your

request. Mrs. [redacted], I understand this is not the resolution you were seeking

from SunTrust and regret any difficulty this situation may cause. Should you

have any questions or new information regarding this case, please call our

Fraud Assistance Center at [redacted]. A representative will be glad to speak

with you.

Review: suntrust bank refused to close my checking account and continues to charge me fees.Desired Settlement: close my account and refund any charges

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: Hello, I opened an account over 60 days ago and I still have not received the $200 bonus I signed up for. I have satisfied the requirements and made several direct deposits totaling over $2500 each month.

I contacted them two times and have transcripts of the chats.

They keep giving me excuses why they have not paid the $200.00 for opening a new account.

You are now chatting with '[redacted]' 8/03/2016

[redacted]: Hello and thank you for chatting with SunTrust! How can I assist you today?

CHRISTY P[redacted]: Hello, My account has been open over 60 days and I still have not received the $200 bonus I signed up for. I have satisfied the requirements and made several direct deposits totaling over $2500 each month.

CHRISTY P[redacted]: Can you help?

[redacted]: Good afternoon, Christy!

[redacted]: It will be my pleasure to look into this for you! This may take 3-4 minutes to research, I thank you for your patience.

CHRISTY P[redacted]: ok

[redacted]: =)

[redacted]: Thank you for your patience! Have you had an account with SunTrust prior to the one recently opened?

CHRISTY P[redacted]: no

CHRISTY P[redacted]: Never had an account with suntrust before

[redacted]: My records show you had a previous Essential Checking account.

CHRISTY P[redacted]: I can assure you, I never had an account with Suntrust before

[redacted]: Please allow me just 2-3 minutes to look into this for you.

CHRISTY P[redacted]: My husband has had an account with Suntrust

[redacted]: Thank you!

[redacted]: Did your husband receive a promotion payout on his account?

CHRISTY P[redacted]: yes

[redacted]: If he has already received a bonus pay out you would not be eligible for this bonus. You may only have 1 promotion bonus in a household. I apologize for this inconvenience.

CHRISTY P[redacted]: It doesnt say that on the disclaimer

CHRISTY P[redacted]: when I signed up for it.Desired Settlement: I need to receive the $200.00 bonus in a timely manner as advertised by Suntrust since I have met all requirements

Business

Response:

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

Review: When I first opened an account with Suntrust, I was told the features and also rules and regulations of my account. The bank employee offered me overdraft protection which she told me if my account is overdrawn I will incur a fee of $36.00 for each item. Also she said specifically, being as though I have direct deposit which I get paid every week; if the account is overdrawn on Thursday when my direct deposit enters of Friday I wont incur any overages. On Wednesday April 27, 2016 I had $82.33 in my checking account and made two Debit purchases totaling $80.74. On Thursday April 28, 2016 I made one credit purchase $53.99 at 12:40 pm (ET). On Friday April 29, 2016 when I checked my available balance I was charged two $36.00 overdraft fees for the two Debit purchases that were made on April 27, 2016 even though the $53.99 purchase on Thursday showed it posted on my account April 29, 2016. On my bank statement it says the following:

Apr 28 / Available Balance ($82.33)

Apr 28 / -$60.74 Publix Avail Bal ($21.59)

Apr 28 / -$36.00 overdraft Avail Bal (-$14.41)

Apr 28 / -$20.00 Atm Avail Bal (-$34.41)

Apr 28 / -$36.00 overdraft Avail (-$70.41)

Apr 29 / Payroll Avail Bal 497.03

Apr 29 / -$53.00 Advanced Auto Avail Bal (372.63)

After calling customer support, I was told that even though I made a debit purchase on Wednesday and Credit purchase Thursday; the company has changed their policy (without notifying me) that they can now process transactions in any order they feel like. Though only $72.00, I work hard for my money and I don't like having it stolen by a bank. Thank you for your time and I would appreciate your help in this matter

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Review: On February 18, 2016, I received a third party deposit into my account for my cousin, who got an irs refund with my account info. Suntrust notified me via mail on February 24, that that was against their rules and policies and told me they would be terminating our business relationship and refunding me a check for the amount still left in my account. 30 days went by, I recieved another letter in the mail stating that I could expect my check in the mail by March 25. It never came. Upon contacting the fraud department SEVERAL times, I was then told over the phone that they closed my account die to third party deposits and that they sent my cousin's refund back to the IRS. After calling the fraud department the next day, and speaking to several different people every single time, and also having my cousin speak to a so called manager, they then changed their story to they would send her a check in the mail with the money owed to her from the IRS. April 4th they were contacted again, by myself and also by my cousin, still no check, and they keep beating around the bush about where this phantom check really is, I doubt they even sent it at all. My complaint is that they are sneaky, underhanded thieves and mean to keep money that isn't theirs, all theirs, while lying to the consumer about money they never refunded! I want to know WHERE the money went!? I feel I'm being lied to and treated like a criminal for no reason, even after my cousin verified it was ok to send her check to my account! SUNTRUST is NOT trustworthy and has NO RIGHT to keep that money!Desired Settlement: I want the money either sent to my house in a check or sent to my cousin, as promised! They need to stop lying and give her the money back!

Business

Response:

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

Consumer

Response:

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

SunTrust bank has failed again! They did not contact me in a timely manner they did not contact me at all! they sent a reply to Revdex.com, stating they could not share the details of my case and that was a lie. In regards to my case, they never did contact me back or attempt to resolve my issue. I contacted Diane Evans the person who was assigned to my case and attempted to reach her direct and was unable to elicit a response from her at this time. I am very frustrated and unhappy with their attempt to resolve this issue. This needs to be resolved or I will find a lawyer to handle my case.

Regards,

Review: On 11/13/15 I received a direct deposit to my account. I tried to withdraw that amount and was told I was not able to. I spoke with the branch manager who told me there was nothing she could do. I spoke with her again on 11/14/15 in the branch and got the same response but she told me she would have things straightened out Monday, November 16. 2015. That did not happen. I was then told to contact customer service, which I did. I was told my funds would be available to me today, 11/19/2015, by an agent. He assured me that I would be able to go into a branch and get the money from an account that had been closed without notice. On 11/18/2015 I contacted customer service via chat and was told I would not be able to get my funds. I contacted customer service today, 11/19/2015, and was told to go to a branch. When I asked why I was told to ask about my funds. I asked the rep would I be able to take get my funds and they said no. I don't know why they would tell me to go into a branch if I could not get my funds. I was then told I would be issued a check for less than what my direct deposit was. I was informed that I was being charged for something that is out of my control. If I was notified that my account was being closed I would have made arrangements to stop my direct deposit. I think this is preposterous. I have to pay for an account being closed in which I was supposed to be notified and never was. I also have to wait two more weeks to receive money that I was told I would be able to get today. This is no way to do business. I will be pursuing a lawsuit again Suntrust if this matter is not taken care of. [redacted]Desired Settlement: I would like my funds to be given to me in whole ASAP.

Business

Response:

Re: Student Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding SunTrust's decision to close your account referenced above. Your comments are very important to us and were shared with the appropriate management team. I appreciate the opportunity to respond. 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. The decision. to close this account was a business decision made by SunTrust, as explained in the November 19, 2015 letter from Fraud Risk Management (copy enclosed). We have reviewed this matter again, and our position remains the same. A check (copy enclosed) that you deposited on November 10, 2015, for $2,950 was returned from [redacted] as unable to locate account. On the same date, your account was assessed a $12.50 Deposited Item Returned Fee. In addition, because there were not sufficient available funds in the account when the check was returned, your account was assessed a $36.00 overdraft fee. You will receive under separate cover a check for $36.00 for the fee that was assessed. Check 16527113 for $377 .58 was mailed on November-23, 2015 to the address of record . This amount represents the balance that was in your account on November 19, 2015 (statement copy enclosed). Ms. [redacted], should you have any other questions, please call Fraud Risk Management at 800.447.8994. A representative will be glad to help you . Sincerely, Diane E[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As stated on Page 2 of the response I should have received a check for $36.00, "You will receive under

separate cover a check for $36.00 for the fee that was assessed." and did not get that. I would like to know where this check is.

Review: Suntrust Bank charged my account (which was opended in Wildwood, FL) with an unauthorized charge which also caused an overdraft, which I also did not authorize (I do not have overdraft protection). Suntrust then charged me several fees causing my account to be overdrawn by $94.37. I brought this to the bank's attention and they assured me they would take care of the problem/matter. But, they did NOT take care of it, instead they closed their Wildwood branch and placed my account on CHEXS Credit Report as being a charged-off Non-Sufficient Funds (NSF) Activity.Desired Settlement: Suntrust Bank needs to do the right thing by reversing the $94.37 overdraft (NSF) charges/fees and delete the negative report they placed with CHEXS Credit Report.

Business

Response:

Dear

Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the status of the above referenced account. I appreciate the opportunity to respond.Our

records reflect that, on December 15, 2015, your account balance was $8.76. A

recurring debit card purchase from [redacted] for $8.37 was presented and

paid. This left your account balance at $.39. On December 22, 2015, the monthly

maintenance fee which is $7.00 per month was assessed. However, because the

balance was only $.39, the account was assessed a $.39 monthly maintenance fee.

This left a zero account balance. On

January 13, 2016, a recurring debit card purchase from [redacted] for $8.37

was presented and paid. Because there were not sufficient funds in the account

to pay the item, your account was assessed a $36.00 overdraft fee. This left an

account balance of negative $44.37.

The account remained negative for five consecutive business days, and on

January 20, 2016, a $36.00 extended overdraft fee was assessed. A $7.00 monthly

maintenance fee was assessed on January 25, 2016, which left an account balance

of negative $87.37 (statement copies

enclosed). On

January 26, 2016, you contacted us and requested that we close the account. At

that time, you were informed of the negative balance of $87.37 and provided the

transactions that caused the negative status. You stated that the [redacted]

charges were unauthorized. For this reason, you were advised to contact our dispute

area at 800.447.8994 for further assistance. Unfortunately, we do not find a

record that you contacted our Fraud Assistance Center to dispute the charges.On

March 18, 2016, the account was closed due to having a negative balance for an

extended period of time. The amount owed to SunTrust for this account is

$124.37. This amount represents $8.37 for the [redacted] purchase, fees of

$86.00 and an account closed in overdraft fee of $30.00 (statement copy

enclosed). Letters regarding the account status were mailed to the address of

record.Our

records show that you did not have Overdraft Protection, but on September 15, 2015,

you declined Overdraft Coverage. Declining Overdraft Coverage does not prevent

the assessment of overdraft fees. Checks, payments using online banking,

automatic bill payments, automated clearinghouse (ACH) and recurring debit card

transactions are not affected by Overdraft Coverage. The types of transactions

that are affected are ATM and everyday debit card transactions.Mr.

[redacted], if you have any questions about your account, please contact our Demand

Deposit Account (DDA) Recovery Department at [redacted] A representative

will be glad to help you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The facts presented are not accurate because I did contact the bank more than once but got no where so I made sure I contacted the bank where I could make a screen print that could prove my attempts to address the unauthorized ACH charges but to no avail. Furthermore, I only opened the account so I could acquire an automatic deposit and the branch ([redacted]) assured me that [redacted] did automatic deposits (payroll) and that SunTrust would NOT charge me any monthly service fees. Unfortunately, SunTrust was not accurate...[redacted] did not do payroll auto deposits for all employees. So, I went to close my account and the Bank told me I could NOT close the account due to negative balance whereupon I inquired how? It was then that I was informed that unauthorized charges had hit my account...and I told SunTrust they were not authorized and they continued to allow additional unauthorized charges and added additional overdraft fees and would still not close my account so they could add these additonal overdraft fees and unauthorized charges. SunTrust was certainly NOT following best business practices.Once again, SunTrust needs to reverse these charges and remove their negative reporting they place against me on the credit file in question. I will contact the department suggested by Diane E[redacted] and make another attempt to resolve this issue, but this complaint needs remain active until SunTrust actually fixes the problem, NOT just because they make a response that merely makes more attempts to stall and/or sweep the issue under the carpet.Sincerest Regards,

Regards,

Review: On July 2nd 2016, I recieved a check from the IRS in which I had been waiting 5 months for. The bank was closed so I attempted to do a mobile deposit. The mobile deposit did NOT show even as pending so I thought it did not go through. At which point I took the actual check to the atm to deposit, I figured since it was for a large amount the bank probably needed the actual check before authorizing the deposit. I called on Monday or Tuesday to verify the status of the check and was told it would take 24-48 hrs to post due to the amount. On Wed it became available and I went in to withdraw my funds and was told that my account was on hold/frozen due to fraud! First of all there was no fraud committed , this was a legitimize check that can be easily verified by the IRS, second the reason it was flagged as fraud was because when I tried the mobile deposit that DID NOT SHOW as even pending it went into the system TWICE. I don't feel I should be held accountable for this at all. They should have better information via the mobile app that at least says the check is in the system and what date it would be released, since it didn't that is the ONLY reason I put it in through the ATM I desperately need this money and have been waiting for months which is why I tried so hard to make sure it was in their system. Since then I have been getting the run around on what is going on. I advised them of the issue I had with the mobile app and the reason I went to the atm to deposit and they basically stated Oh well we are still going to consider it fraud even though I have not touched a penny of my funds that I deposited. So they have MY CHECK and aren't releasing the MONEY or giving me my check back. I need an update from a supervisor ASAP. I needed this money to pay my rent and you can't keep a check for over $3,000 and not update the customer what you are doing with it. THAT SOUNDS LIKE FRAUD to me.Desired Settlement: I want my check back or the money available immediately. A simple mistake which they should take fault for their app not giving correct information ! Should not have to ruin my life !

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.