SunTrust Bank

Review: I am negative 250 dollars in my bank account and it is 100% fees. Nothing gets paid and I am to the point where I can not even make the account current because I keep getting fees. I am in the process of changing direct deposits and I am ashamed of myself for ever getting involved in this bank. I assumed since it was a smaller bank they would be more people related. My biggest frustration is the extended overdraft fee. There is no warning, even [redacted] sends me a warning before I get a fee. I am beyond frusteratedDesired Settlement: Refund of fees so that I can catch back up.

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 had a car loan with Suntrust Bank and was on time with my payments and after a couple of years I decided to pay off the loan in full, I even gave more than was needed to pay off the loan. I made this payment late 2008 and shortly after paying off my loan in full I received the title to my car. I have recently tried to purchase a new car and was shocked to be informed by the car dealer's finance department informed me that instead of putting it as a pay off they put in their records that it was a charge off. I have called them and they did not honor my request to correct this incorrect information.Desired Settlement: I would like for Suntrust to correct and change not only in their records to payoff but on my credit report to have it removed.

Business

Response:

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

Please close this case on 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. I have the title of the car and l wouldn't have if it was just a charge off, I need to have it removed from my credit report.

Regards,

Review: I had filed a dispute with my bank back in June of this year. I have always sent in any required forms to resolve my dispute and get my money returned to me and yet Suntrust has kept giving me the run around telling me they have never received anything. Yet I have fax sheets confirming they did receive it. I was assigned a case manager that I was told was going to contact me and resolve my issue however I am the one who reached out to her twice and I can't get a return phone call or email. Its totally disrespectful. My case number with them is [redacted]Desired Settlement: I would like Suntrust to credit my account back the entire amount stated in my claim I filed with them. My case number with them is [redacted]

Business

Response:

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

SunTrust was unable and unwilling to assist in verifying a check issued by another financial institution. Each time I called for assistance I was told to call another number. Even when I provided the contact information to obtain verification the service representative refused to assist me. Poor customer service.

Review: As a long-time customer of Suntrust Bank I am very disappointed with the customer service I received on October 19, 2015 regarding an unauthorized transaction processing on my account submitted from Dish Network. I was informed that in order for me to file a dispute claim against the transaction I had to allow it to first clear my account, which resulted in numerous overdraft fees that would not have taken place if they had stop the pending transaction. I strongly feel that given that I contacted the bank prior to the transaction being taken out of my account the issues with the overdraft would have been avoided. I have since submitted all documentations to reverse this problem with the fees charged to my account. However, as of today (November 4, 2015) this matter has still not been resolved, because no one has contacted me form Suntrust Bank to further assist me in addressing this matter.Desired Settlement: To have all my money returned to my account.

Business

Response:

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

Review: There was an unauthorized debit placed on my SunTrust checking account from a debit card that was supposedly cancelled by the bank. This card was cancelled due to previously discovered fraudulent transactions that were successfully averted by SunTrust Bank and deemed unauthorized to be debited from my account. The cancellation and replacement of the card was confirmed to me over the phone by a customer service representative on 6/26/14. The old card was cut up and completely destroyed, rendering it unusable. Before the supposed cancellation, there was a block placed on the card for the entirety of about 2 months, causing me to be completely unable to use the card. I received the replacement card and activated it on 6/27/14. On 7/2/14, a debit card transaction for upwards of $600 was placed on my account and in pending status, using the old card that was supposedly cancelled (the last four digits were provided as proof, and a customer service rep over the phone even verified that it was that specific card that was used). This transaction overdrew my account by about $300. I immediately talked to SunTrust Bank about this issue, and I was told to begin a transaction dispute process after it left pending status and became completely posted. I'm assuming this was to be sure the bank didn't already avert it while still in pending status, but I'm also surprised the bank hadn't already recognized it immediately as fraudulent as they had with the previous fraudulent activity. When I began the dispute process I was on vacation and had no way of receiving the dispute form by mail, because SunTrust absolutely insisted on mailing it to only the residency address on file. I had to thoroughly explain to the representative that I was on vacation and that it would have to be either mailed to my vacation address or emailed to me. After a lot of pressuring, the representative agreed to email me the form even though one was already going to be sent to my residence as well. A few days later, before I managed to find a printer to print the emailed form, a family member offered to retrieve my mail and bring it to me, and she ended up bringing the form that was mailed to me. I quickly filled out the form and sent it to the required address. On 7/24/14, twelve days later, I received an email from the Fraud Assistance Center of SunTrust Bank stating this: "According to our research, the transaction(s) in the amount of $602.56 conducted on 07/02/2014 was complete and valid. There were no errors on the transaction(s). Based on this information, we are unable to honor your claim for the transaction(s)." If SunTrust had actually done proper research, I don't see how they could determine the transaction was complete and valid, because it was placed on a card that was stated as being cancelled by them, that I no longer had in my possession, and that I had completely cut up and destroyed the previous week. I am extremely dissatisfied with their transaction dispute "research", and I feel as if the determination that I received was completely scripted and that my case was not looked into much, if at all. After a lot more extremely unhelpful customer service and necessary pressuring, a customer service rep finally agreed over the phone to start an appeal process and emailed me a rebuttal form. By that time it had already been about a month since the transaction was processed, and my vacation time was over. My bank account was still overdrawn by about $300, and I had no money other than a little cash to last an entire month. I had purposely held the money in my account and planned to use it for vacation purposes, but because SunTrust allowed this transaction to go through and claimed it to be completely true and valid, I couldn't even use my money for the entirety of my vacation. SunTrust did not recognize my claim over the phone, via chat in writing, or even when I went through the proper process they required of me and filled out their forms. They didn't even compensate me for the time being while the process was undergoing, and I had absolutely no money to use at all. Not only that, but my account was put into overdrawn status and due to be cancelled and ended after 2 months, as is the policy of most banks if you do not correct an overdraft. Once the rebuttal form was emailed to me, I retrieved it from the email and printed it, but while doing so, I decided on a whim to look at the previous email in which the initial dispute form was sent. I discovered that the emailed dispute form was entirely different than the mailed dispute form, and the emailed one was actually a lot more detailed and allowed me to provide a lot more information, even a space to write out and state my case instead of a mere few boxes to tick and a signature space at the bottom. This infuriated me further, because I don't understand how the dispute process could have been complete enough to do any research and make a determination if there was a form missing. No one ever notified me that this form was needed, that any further information was needed, and I felt like even more so that my case wasn't looked into at all. I resolved to send the previously missing dispute form along with the new rebuttal form, bundled together via fax, to begin the appeal process. I've now been waiting about 2 weeks since I started the appeal process, and I haven't been contacted by anyone from SunTrust about this. As of this past week, it has been 2 months since my account was overdrawn due to this fraudulent transaction, and I'm suddenly discovering since Friday that I'm unable to access my account online. It continues to give me an error in the sign-on process, even though I am absolutely sure my login information is correct. I'm assuming, although I haven't received notification yet, that my account has been closed, as is the normal protocol for most accounts in a negative balance for 2 months or longer. Along with this new discovery, I have also researched my credit report and found that, on Thursday, a company called LTD Financial Services has made an account review inquiry on my credit file, which would of course affect my credit score. I feel I'm right in assuming that this is related to my issue with SunTrust, as I would have no other financial reasons for a company such as that to be making inquiries on my credit file.Desired Settlement: I would like my entire balance refunded in a check from before the fraudulent transaction was posted. This would be exactly $316.94. I did a lot of research about banks when I first decided to open my account with SunTrust almost a year ago, and I'm greatly disappointed and regretful of the decision. This account was intended to be the only evidence for shared financial responsibility between me and my British fiance for my upcoming settlement [redacted] application for the UK, and I'm not confident in using it now, because my bank statements reflect unjust negative balances. It would be very much appreciated to receive some additional compensation for the stress and extreme dissatisfaction I've been through, including having to deal with some of the most horrible customer service I've ever encountered and having to go without any money for 2 months.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our denial of your above referenced cases. We appreciate the opportunity to respond.

Our records show we set up Case [redacted] on July 6 and Case [redacted] on July 12, 2014 when you contacted us to dispute the charges from [redacted] ($602.56).

We reviewed your case again and based on the information you provided, your case was declined, as explained in the July 24, 2014 letter from our Fraud Assistance

Center (copy enclosed).

According to the merchant, [redacted], the purchase_was authorized by the joint account holder, [redacted], on January 24,2014 for travel from Tampa, Florida to England on February 1, 2014. During an audit by the merchant in July, it was noticed that they had not submitted the item for payment. Upon receipt of the transaction from the merchant, on July 7,2014 we debited your account $602.56.

On September 5, 2014 due to a negative balance for an extended period, the account was closed with an amount owed of $314.62. The total amount due is $344.62 which includes a $30.00 fee assessed to accounts closed in overdraft.

Regarding your concern about credit inquiries, our records do not reflect any information about LTD Financial Services, and thus you may want to contact that

company directly.

[redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance about the case,

please contact our Fraud Assistance Center at [redacted]. For questions about the closed account, please contact our Demand Deposit Account Recovery and Retention Department at [redacted]. Representatives will be glad to help you.

Sincerely,

Assistant Vice President

Review: I have 3 overdraft fees that I should not have to pay for! I had the money in the account at the time. I contacted SunTrust and told them to refund me the $108 in fees and they told me that they move the pending transactions not in the order they are made but in the order of BIGGEST transaction to SMALLEST....that is unacceptable. How am I suppose to keep a Transaction Register to keep up with transactions when they change it and do whatever they want just so they can get more money in fees. And then charge you an additional overdraft fee every 5 days the account is negative. I get paid every 2 weeks and I do not feel I should be penalized for that. There for I should be refunded $144 in fees! I have a brand new baby to take care of and the way this company goes about running their business to make money is unacceptable to the working class.Desired Settlement: I want $144 credited back to my account!!!

Business

Response:

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

Consumer

Response:

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

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

Regards,

Review: I had been traveling internationally and had two unauthorized charges go through by my hotel, one for 408.00 and another for 319.00. I had received a call from my bank and told them that it was a fraudulent charge and they said it was to not be processed. I spoke with my bank on 12/17/13 and they stated the charges would not go through. On 12/17, the charges successfully went though and my account went to -636.00. I called and spoke with [redacted] and we contacted the hotel which stated that the funds were to be returned and that they should not have charged me. My bank then verbally stated they were applying 727.00 to my account for the total of the room charges. My account was then in the positive. The next day I log on and my account is in the negative again. I called Suntrust and spoke with [redacted] who gave me a temp credit for 408.00 and said he credited my account again for the 319.00, but that it would go in within 24 hours. it is now 12/20/13 and I am in desperate need of my money that I work for and see that they have NOT done their job and are now stating that it will take 10 business days for the refund to go in.Desired Settlement: I would like my credit of 319.00 to my account in the quickest time possible.

Business

Response:

Review: I had a $340 check that was important sent back to the Government and allowing less significant items go through.Desired Settlement: Allow this check to go through as I have a loan from the Government that will be deposited next week as this payment is important.

Business

Response:

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

to us from the Revdex.com regarding the presentment and posting of your $340 payment

to the account referenced above. Thank you for taking the time to speak with me

about this matter. I appreciate the opportunity to respond.Our records shows that, on September 11, 2015, items

totaling $350 ($340 to [redacted] and $10.00 to [redacted]) were presented for payment against

an available balance of $154.81 in your account. Given that there were not

enough funds to cover the $340 payment on September 16, 2015. In addition, as a

courtesy, we refund the $36.00 returned item fee you were assessed on September

11, 2015 (see the [redacted] September 22, 2015 account statement).[redacted], I hope the information provided is helpful.

Should you have any questions regarding your accounts, 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: I have had 2 accounts with Suntrust Bank for 10+ years. On 8-18-14, I attempted to use the mobile banking application to deposit a check into one of my accounts. After, photographing my check using my phone, an error message appeared reading Mobile banking was not available to complete my transaction at this time. The following day 8-19-14 I physically went into a Suntrust branch in Franklin TN and deposited a check for 1393.23 into one account and a check for 2326.09 into my other account. The teller made no comment of any error or anything else regarding my account. On 8-20-14, I attempted to make an online purchase and my card was declined. I logged in online and saw that information for one of my accounts ( the account I deposited the 1393.23 into) was unavailable. I then called Suntrust Customer Service and was told that there appeared to be some fraudulent activity on my account and it had been sent to there internal Fraud department for investigation. The Customer service rep. replied that she could not give me a timeline for resolution, but that if necessary I could go into a branch and withdraw monies from my other account. I then called the fraud department who explained they were looking into the deposit of the 1393.23. I explained the error message from the mobile app on 8-18-14 and was assured they would straighten out the situation. At some point that day, Suntrust decided to freeze my other account. This was discovered as I logged onto the banking application and saw I now could not access either of my accounts. 8-21-14 several phone calls to Fraud dept and West End Ave Nashville TN branch ([redacted]). The fraud department said I would have to get resolution from the branch where I opened account (West End Ave). Fraud said West End branch handling situation, West End Branch saying Fraud was handling situation. No resolution and no answers. On 8-21-14 more calls to [redacted] @ West End Ave location, he stated, I could not come in and withdrawal money from either account. [redacted] also stated that Fraud department had cleared and sent it to his Branch Manager for resolution, and that it should be straighten out that afternoon or Friday morning. 8-22-14 check online banking both accounts were still unavailable. My wife called West End branch @ 1016 am asked to speak with branch manager, the voice on the phone identified himself as [redacted]( no last name given) and stated he was the branch Manager. My wife explained the situation and was told by [redacted] that he could not access the accounts at the present time due to the banks systems being down. [redacted] stated to my wife that the fraud department had made the decision to terminate the relationship due to the issue. My wife asked how and when we would/ could get our money, she was told they would issue a check after accounts closed. No timeline for closing accounts or for receipt of our money was given by Branch Manager. My wife then informed [redacted] that she had contacted the Department of Financial institutions in TN, who referred her to the FDIC, who referred her to the Consumer Financial Protection Bureau and that we had filed a complaint against Suntrust with that federal agency. [redacted] then became responsive to our issues and stated he would look into the situation and give us a return call. No response as of this time.

I never received any notification email, text, phone or otherwise that there was any issue with my accounts or fraudulent activity. I find it unethical on Suntrust's part to freeze accounts of individuals due to their banking systems failure to function properly. Why did the teller not catch that the deposit had actually posted? (if it did), my questions regarding whether it posted or not still have not been answered. No one at Suntrust has been able to explain why my other account (with substantially more money) has also been frozen or why I cannot access those funds. My wife has made several phone calls to various Suntrust numbers this mornings attempting to get answers regarding this situation and has been told time and time again that their systems are down and they cannot access account information. So where are they accessing the information where the fraud department decided to terminate my relationship? or any of the other things were are being told when we call? My wife pointed out during a phone conversation that the systems being down was exactly the reason we are in the current situation and was told by [redacted] (Branch Manager) he had never had this issue before. I find that statement to be unbelievable. We called the number [redacted] listed as the home office in Atlanta and requested the contact information for the Suntrust Banking President and were told the systems were down and that there was no phone number for that individual. We were then transferred to a Supervisor ([redacted]) who gave my wife an overnight postal address.

Through this last week, we have discovered, there are few places for an American citizen to turn to when they have difficulties with a large Bank. This is why we are filing this complaint with the Revdex.com.Desired Settlement: Money returned post haste, and Suntrust prevented from penalizing individuals due to Suntrust's internal mistakes and mis-handlings of individuals deposits/accounts.

Business

Response:

We have responded to [redacted] by letter on September 5, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Review: I opened an account with Suntrust and deposited money on 11/08/13. The account was then closed by Suntrust for some unknown reason (which is not my complaint), but as of today (12/17/13), they have still not returned my money from the initial deposit. I have called numerous times and get a different answer as to when they will return the money.Desired Settlement: They need to return my deposit.

Business

Response:

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

Please close this case on your records.

Review: On 12/1/2013 I noticed that I had some fraudulent charges on my bank account. I called the fraud dept. on 12/2 and a case ([redacted]) was opened. I was told that it will take 3-5 business days for the funds to be credited back to my account. On Friday 12/6 I went into a branch on [redacted] in Alpharetta, GA to speak with a personal banker ([redacted]) who called the fraud dept. and was told that my case would be escalated and that I should have the credit back in my account on Monday (12/9) evening. I check my account on Tuesday morning no credit has been issued so I called again and was told that the notes on my account didn't show an escalation and that another note would be applied to escalate my case as of Tuesday 12/10 and another promise that the funds would be credited to my account Tuesday evening. I check my account on Wednesday(12/11) and no credit so I make another call and speak with a supervisor ([redacted]) that this has taken way to long to resolve and he says that I missed a very important line that should have been read to me: it "may" take 3-5 business days for a credit and as of today there are no notes from the investigating team on when this will be resolved. I asked if there was anyone else I could speak to and Lee told me that there is no one above him I could speak with. You can clearly see on my account that I couldn't have been in 2 places at once; the charges are in excess of $[redacted] which includes bank fees.Desired Settlement: Credit of fraud charges and all bank fees.

Business

Response:

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

Please close this case on your records.

Review: A suntrust customer wrote me a check for $5000 as a down payment for a truck he purchased from me on 9/4/15 so since I am a suntrust customer for over 4 years I used Suntrust mobile banking App to deposit the check the very same day.On Sept 5th the buyer informed me that he was going to pay for the truck in cash on Tue Sept 8th & that he put a stop payment on the check I imagine over the weekend so I figured check was not going to be credited to my suntrust account so on Tue 9/8 the check was not in my account,later that day I noticed that the $5000 was already credited to my account but by now the truck buyer had already paid me the full amount of the truck so I figured since he had already written me a check & the money was in my account to refund him.On Sept 9th the $5000 was still in my account so I issued a check for $5000 since the money was no longer mine.Sept the 10th money was still in my account but late in the evening I noticed that Suntrust reversed the initial deposit from Sept 4th but I had already wrote the suntrust customer who's [redacted] a check for $5000 so here's what happened.[redacted] put a stop payment on his check SUNTRUST took almost 2 to 3 days to realize that the check I deposited through Mobile banking was stopped,I thought the buyer's money was in my account & wrote him the check against his money not realizing that SUNTRUST did not execute a stop payment on Mr [redacted] check from Sept 4th.So I was hit with return check fee & a NSF fee total $48.50 just because the bank was 2 days late in processing [redacted] stop payment request .So I went to Suntrust in HARRISBURG NC spoke with female manager by the name of Kim an African American woman,told her that because of SUNTRUST slow response to check stopping I was hit with a fee & asked her if she could reverse those fees because the Sept 4th check SHOULD HAVE NEVER been credited to my account since [redacted] already put a stop payment on it,she flat out refused,admitted no responsbilitDesired Settlement: Since bank did not do its job in timely manner to execute customer [redacted] request for stop payment & took 2 to 3 days to execute request & deposited money in my account then hit me with fees twice,I am asking for refund of all fees in the amount of $48.50.Had Suntrust stopped the deposit from being credited to my account & left the money in my account for 2 days before finally reversing the deposit which should have never gone through,I wouldn't have issued the buyer a check for the $5000 which overdrew 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: My problem with Suntrust bank is simple. The way they post transactions that causes these unnecessary overdraft fees and extended overdraft fees. They do not post my transactions as they come in. They post them largest to smallest which cause them to be able to charge more fees instead of it being just one fee. I dislike this bank. I would not advise anyone to get an account with Suntrust banks This bank is a ripoff. They only allow 1 refund in a year time even if the error was there fought. I am a hard working single mother of 2 little children and to have a back that takes [redacted] in fees when it should have only been one fee of $[redacted] for one transaction that would have cause my account to go into an overdraft stat, but because they don't post the transaction as they come it I get charged [redacted] in fees at a time. It does not make any since based on the amount of money that has been direct deposit as well as cash deposits into my accounts for me to have accumulated $[redacted] worth of fees from 06/2014-12/31/2014. This is a ripoff. I have only had my account opens since 05/2014. The amount of money they take from consumers in fees in a 6 month time period is ridiculous. I should be allowed to file this amount on my taxes. There should be a law or something against being able to charge consumers this amount in fees when they direct deposit. Its like they know your check will be deposit in 1 or 2 days. So they process all the transactions right before the check deposit so you will accumulate these fees and then they can just take the fees out the check before they post the check to the account. This is a RIP OFF. RIP OFF.Desired Settlement: I want at least half this money to be refunded back to me . If your were to look at my account you will see all the deposits that has been made to my account in these 6 months. There is no way I should been charged this amount of money in a six month time frame in fees alone $[redacted]. My checks that were deposited every 2 weeks from my day job alone was $[redacted] . Not to mention my part time business of medical billing was $[redacted] every 2 weeks. I want a refund of at least half the money that was taken from me in this 6 month time frame.

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: Was contacted by SunTrust Card Services, security on 11/16/2014 about fraudulent charges made to personnel credit card. While talking to customer services additional charges continued to get applied on credit card even after we had requested on hold on account. Stayed on the phone almost 2 hours.

Filed both police report and fraud reports on 11/17/2014. Walked into local branch of SunTrust Bank and customer services faxed paperwork to [redacted] office / Credit Card services. Bank customer services had conversation with credit card department and we were advised the charges would be removed from the account by 11/23/2014.Desired Settlement: As of 11/27/2014 SunTrust has made no attempt to reconcile this account and we need the fraudulent charges dropped in accordance with The Fair Credit Billing Act ([redacted]).

Business

Response:

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

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 received an email a few weeks ago from the college I am attending. It stated that refunds were being issued from account balances at the school. I phoned the school today to find out about my refund since I had not received it. They told me the funds had been credited to my Suntrust Debit Card. I told them I do not have a Suntrust Debit Card. They provided me with a number for Suntrust to inquire about this card that I knew nothing about. When I spoke to Suntrust about this card I never received, they told me they would reissue a card for a $5 fee. I told them I would not pay the fee because this is a card that I never requested and never received. I asked them to waive the fee and they told me they couldn't. They said they have to charge the fee because the card was not returned to them. After speaking with the supervisor and another manager about waiving the fee and them refusing, I told them, "I do not want the card, I want my money." The manager told me they could issue a check instead but there would be a fee of $15. Again I told them I will not pay any fees they are asking. I also told them not to send me a card and I would call them back. When I asked for a direct phone number, the manager told me to call [redacted] and I could speak to any floor manager. I called my school back to find out which Suntrust Branch my funds were at and they told me there was not a Branch. They said the funds were submitted online to Suntrust. I then called the [redacted] number to see if I could find out an account number. When they tried to pull up my information, they could not find me. I told them I had spoken to someone in customer service earlier that was able to find the information. I also explained to them the situation I was running into with getting them to waive the $5 card replacement fee. They told me they knew nothing about this and they would not charge a fee for sending a replacement card. They suggested to call the original number I called earlier. That number was [redacted]. When I called this number back to inquire of an account number so I could go to a Suntrust Branch and withdrawal my funds, they told me they are not affiliated with Suntrust and there is no branch. They proceeded to tell me this was a prepaid [redacted] Debit card, but yet their automated system answers the phone with the Suntrust name. When I tried again to discuss the $5 fee they wanted for issuing a replacement card, they told me a card was already issued and I had already been charged the $5 fee. The last thing I told the manager when I spoke to them the first time was "I do not want the card and do not send me one because there is probably also fees for using it and annual fees as well." He agreed with me. I told him again to send me my money and I was not going to pay any fees they were requesting, they could waive them. Supposedly the phone conversations are recorded so it should be easy to listen to the conversations and what was said. The person that told me the card had already been issued said that it had already been done before I was ever transferred to the manager on the initial phone call. My question is: How can someone open an account in my name without my authorization? Is this not a type of Identity theft? Also, if this company that claims to be Suntrust and issuing debit cards in the Suntrust name is not affiliated with Suntrust, how can they claim to be Suntrust? I am only wanting my full refund. This is money coming from a student loan that I have to pay back and I need every penny of it. If I didn't need it, I would have never applied for the student loan to start with.Desired Settlement: I would like to receive a refund for the full amount of $2543.99 that was sent though electronic wiring from the school to them, and without penalty. I refuse to pay for any of their fees.

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the above referenced [redacted]card. We appreciate the opportunity to respond.

There are colleges that issue SunTrust [redacted]cards to students to deliver excess financial aid funds, such as your college [redacted]. Our vendor [redacted] handles customer service issues on behalf of SunTrust, and we regret any frustration you experienced in trying to obtain a replacement card. Without an activated [redacted]card, SunTrust could not issue you a check.

On September 12, 2013, your card had a balance of [redacted]. The fee associated with this card was reversed. Our records show that you removed the funds from the card on October 17, 2013.

[redacted], we wish you well with your educational endeavors. If SunTrust may be of service to you, please call [redacted]. A representative will gladly assist you.

Sincerely,

Review: [redacted] Insurance was not supposed to process a draft on 1/12/2015. On that date, I filled out a form to notify the bank of the disputed charges in the [redacted], Concord NC location. Otis Gillette assured me that he had all the information he needed. On 1/13/2015, I learned he had never sent the information. Until today, I have had no one from [redacted] to address the issue. I now have the info to send the disputed items to them. However, despite Suntrust's on statements that no debit card transactions would be processed. I do not nor did I ever have OVERDRAFT PROTECTION. I declined in order to be alerted early of any illegal or unauthorized transactions. Suntrust has failed to comply with [redacted] agreements regarding the issuance of PROVISIONAL CREDITS. In reviewing other complaints, everything they say applies here. I have sent letters to the CEO of Suntrust in Atlanta. I have had to open another checking account at anothe bank. Also, the transactions were processed HIGH LOW. For the last year, Suntrust has caused problems in failing to follow the rules and regulations. I have filed the second complaint with the Financial Protection Bureau due to these on-going problems. [redacted], you cannot call them gatekeepers, have failed to elevate to the Client Advocacy Team. They have been demeaning and rude to a diables, senior over the age of 60. I cannot list all that has gone on, but Suntrust's CEO has been told settle or I will pursue this until I am put back in the place I was.Desired Settlement: All monies returned that were unauthorized. My expenses paid in dealing with this and other matters issues with Suntrust. That my credit card be put back to the state it was in before all this happened. All interest charges returned. Any reports to any credit bureaus or any other agencies or organizations be corrected and no further retaliatory actions take place such as mentoned in complaints by others regarding checking or credit account activity!

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Ms. [redacted] by letter on February 4, 2015. If you have any questions about our response, please contact Ms. [redacted]. Sincerely,

[redacted] Vice President and Manager Executive Services

Review: On Monday, February 16, 2015 I was reviewing my Suntrust account online and noticed that monies were withdrawn without my authorization, 500, 503, 303, 503, I called Suntrust at the number I provided, I completed an affidavit for Suntrust, and I asked them when would I get my funds back, they told me they had 10 days to process it. I told them I could not wait 10 days. Colleagues tell me that other banks put the funds back in that day or the following day. I filed a police report today. I still have not learned what I should do differently to prevent this from happening, I thought that my money was guaranteed while it was in the bank. I am now at a negative sixty dollars. I am a single mother with lots of student loans and other bills. I make a decent salary as a family physician but my money is tied up. Do they legally have 10 days to return my funds as I get overdraft charges?Desired Settlement: return my funds in a timely manner, within 24 hours of legitamite report and affidavit

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: First off let me start by saying I was the victim of a scam. I deposited a check into my bank account believing that it was a real check after a suntrust rep told me I would be ok. Now 3 days later they froze my bank account telling me that if I provided proof that I was a victim of scam that I could go to my home branch and they would unfreeze the account. I went to the branch and provided several pieces of evidence that I was a victim of a scam. The woman that handled my case her name was [redacted] told me that suntrust just shut my account down temporarily to protect my interests. Well now they saying it's my fault and that they are wanting to close down my account which we need for a direct deposit of my husband s check. Them not unfreezing it like they promised has really upset me and fked up my bills.Desired Settlement: I want them to unfreeze my account and return any overdraft fees that were put on 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 teller at the bank, [redacted] overcharged my mortgage payment by $500 on Jan 2nd, 2015. THIS IN PART HAPPENED BECAUSE THE BANK WILL NOT ALLOW ME TO WRITE A CHECK WHEN I GO IN TO PAY MY MORTGAGE. THEY DEDUCT FROM MY ACCOUNT. MY PAYMENT SHEET WAS ACCURATE BUT [redacted] MISREAD IT. HIS ERROR, NOT MINE.After being alerted by my bank BB&T I called the branch Sun Trustoffice and spoke with [redacted] and a manager and told them about the over charge.I spoke twice with Jamie at the Pacific Ave branch that introduced herself as the customer service manager. On every encounter she was rude and indifferent to my issue/their mistake.After waiting 10 days I checked on the status and was told this was still under investigation. I then called the Sun Trust corporate office and was told nothing had been done. I received a voice mail promising a weekly follow up and have had no calls.Sun Trust still has my $500.Desired Settlement: DesiredSettlementID: Refund

REFUND MY $500.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. Because you did not include a signed authorization from from the client, we are unable to provide you a copy of our response to the client dated February 25, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

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.

Even though my $500 was finally received today, Feb 27th, 2015 after Sun Trust took it out of my [redacted] account on Jan 2nd, 2015 by their mistake I will not be satisfied until I have in writing that they have purged my [redacted] account information from their records so no further unauthorized withdrawals can be made by Sun Trust. This has been the worst display of "customer service" I have ever encountered from a bank. I have no faith that they will not make further mistakes if allowed.

Regards,