SunTrust Bank

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.

Review: Bank is closing my primary checking account for unknown reason.

I have banked with Suntrust and established all of my primary financial bill payments with this bank. I have not had any bounced checks and maintain an average balance of 2-7k at any one time. I only transfer money into the account from my business account and have never done any questionable activity.

For no reason Suntrust sent me a notice stating they are closing all of my accounts within 30 days. When I called the contact number they quoted the small print in my contract that states the bank can close my account at any time and are choosing to do so. The customer service rep "Karen" stated she is the only person that I can talk to and continued to quote the contract clause and that the Bank senior management has elected to close my account.

When asked if I can establish a diffent type of account I was informed my account is being closed and I can never establiblish any new accounts.

I'm concerned that Suntrust has added some form of negative information on my personal file and they refuse to inform me what I have done to cause a large banking firm to sundenly close all of my accounts and inform me that I cannot establish any new accounts in the future.Desired Settlement: Explanation of account closure

Written statement that Suntrust has not added any negative information to my credit or other internal reports that may effect future business.

Continued Business: Possibly transfer to a different type of checking account if the type of account.

Business

Response:

Re: Revdex.com complaint# [redacted] SunTrust has responded to o.ur 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.

The only response I received was a name of the case manager "Sheri [redacted]" who was assigned and reviewing my case. Sheri has not communicated or provided any correspondence to me. Upon receiving this message I have called and left a voice mail with Sheri [redacted] but have not received a return call.

Review: On quite a few occasions I have been charged fees for overdraft fees and extended overdraft fees from 11/15 to date. Some of these fees are bogus. I receive two(2) retirement checks monthly which total a little more that $31,000nper year that is at or near the poverty level. There have been quite a few times that I used the funds based on my available balance and by that I mean that the money was there because bills had been paid. However, when I checked on-line my account read that I was in the read when the bills has been paid. This is a relatively new account that I now want to close ASAP. If one being charged a over the limit fee why is there and extended fee of the same amount? For instance an overage charge of $12.00 for which the funds were there I was charged $36.00. I don't understand there computer system, I just know that when I made the charges the money was available.Desired Settlement: I would appreciate to receive the Overdraft fees of $36.00 charged to me on 1/21; 1/19; 1/12; 12/24/2015; 12/22/2015; 12/21/2015 These totaling $216.00. The Extended Overdraft fees charged to me on 1/25; 1/21; 1/04/2016 These totaling $108.00.

Please help me with this.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft and extended overdraft fees that were assessed to your above referenced account. I appreciate the opportunity to respond . Our records reflect that, on December 21, 2015, your account balance was $100.77; a $200 ATM cash withdrawal was presented and paid. On December 22, 2015, your account balance was negative $135.23; a recurring debit card item from [redacted] {$14.41) was presented and paid. On December 24, 2015, your account l;lalance was negative $185.64: a recurring debit card item from [redacted] ($104.92) was presented and paid. Because there were not sufficient funds in the account to pay the items, your account was assessed three $36.00 overdraft fees, totaling $108. On January 12, 2016, your account balance was $102.70; an item from [redacted] ($72.99) was pending, which reduced your available balance to $29.71. A purchase from [redacted]

[redacted] ($100) was presented and paid . On January 19, 2016, your account balance was $20.44: an item from [redacted] ($14.60) was pending, which reduced your balance to $5.84. A credit from [redacted] ($3.25) increased your balance to $9.09. Two items totaling $132 (a $120 ATM cash withdrawal and a $12.00 purchase from [redacted]) were presented and paid. On January 21, 2016, your account balance was negative $180.31; the recurring debit card purchase from [redacted] {$14.60) was presented and paid. On January 25, 2016, your account balance was negative $230.91; a recurring debit card item from [redacted] ($104.92) was presented and paid. Because there were not sufficient funds in the account to pay the items on the dates presented, your account was assessed five $36.00 overdraft fees totaling $180. Based on this information, we have determined that the assessed overdraft fees are valid and will need to remain (statements enclosed). Because your account balance was negative for five consecutive business days, you were assessed $36.00 extended overdraft fees on December 28, 2015 and January 25, 2016. The $36.00 fee from December 28, 2015 was refunded on January 4, 2016. Our records show you have overdraft protection for your checking account. The $12.50 overdraft protection fee occurs when funds are transferred from your linked protector account to the overdrawn account. During the months of December 2015 and January 2016, there were not sufficient funds in the protector account to cover the shortfalls . We show that, on August 11, 2015, you accepted Overdraft Coverage, which allows SunTrust to decide whether to pay ATM and everyday debit card transactions when the available balance is not sufficient to cover the transaction . As a suggestion, you may want to decline this coverage, meaning that any ATM and everyday debit card transactions that would result in an overdraft of your account will be declined at the point of sale. Checks and other transaction made using your checking account number and automatic bill payments are not affected by these rules . Concerning debit card transactions, once a debit transaction is authorized, a hold is placed on the client's account reducing the avallable balance. Funds on hold for pending debit card transactions 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 pages 17 and 18 of our Rules and Regulations For Deposit Accounts (enclosed). The Rules are provided at account opening and also found on suntrust.com (see Banking-70verview Guides and Disclosures-Deposit Account Disclosures). In order to decrease the chances of this happening again, please visit suntrust.com, where you will find helpful tips on how to manage your account and avoid fees (see Banking-70verview Guides and Disclosures-The 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 mentioned that you want to close the account. In order to do so, the balance must be positive or zero and all outstanding items must be paid. We also recommend that you contact'merchants to stop recurring and automated clearing house (ACH) transactions. Ms. [redacted], although this may not be the answer you expected, I hope the information about avoiding overdrafts is helpful to you . Should you have any additional questions or concerns, please contact us via your Online Banking Profile, call us at 800 .SUNTRUST (800.786.8787) or visit any SunTrust branch. We will be glad to assist you . Sincerely, Diane E[redacted] Assistant Vice President Client Advocacy Office

Review: On 5/21/13 I called SunTrust Bank asking how to change the bank that they automatically take our monthly payment from. I was told they would fax the info to me & to fax back to them. On 5/23/13 I refaxed the info with the new bank info. On 7/1/13 [redacted], my husband, called SunTrust asking them why they had not taken the payment out of the correct Bank as requested. They stated that our account was closed. He then asked what Bank they were taking it out of & they told him [redacted], which was the wrong bank. He told them that his wife had changed the info to our present bank [redacted]. [redacted] then told them he wanted them to take the payment out of our present account so we wouldn't be late. They charged him $15 for a payment via phone. They also told him they didn't know anything about our change of bank. when I got home from work he told me what they said. I told him that I had called & faxed the info back to them as I was told to do. He pulled our paperwork out of our file cabinet & the fax was there. He called them back & told them about the fax, etc & that we had the confirmation sheet stating they had gotten it. The gentleman agreed they received it but gave him a hard time and told him we had to refax the information. [redacted] asked how he knew we sent the fax if they didn't have it - the gentleman finally admitted they had it but we had to refax it the next day to fax # [redacted]. The next day I sent it back to them with a note asking asking why if it was sent to the wrong department but they had it why it wasn't forwarded and the bank changed. I also told them that due to the fact they actually had my fax to refund the $15. I have theconfirmation for the fax. Yesterday in the mail we received another form & letter stating we had to fill the form out and fax it to [redacted]!. I again received a confirmation for this fax. I feel they are being very uncooperative and rude. To say nothing of treating us like we are stupid.Desired Settlement: I want my $15 returned that we had to pay for having to make a payment over the phone because they didn't do their job

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: To whom it may concern, I am writing this complaint as a customer of Suntrust for over 6 years . This transaction that I am about to describe for you in full detail occurred at the Suntrust ATM inside of the [redacted] located at [redacted]. This location use to have an actual SunTrust Branch in it but has since closed down. My claims number for this incident is Claims # [redacted] THE PROBLEM: On June the 13th of 2014, I attempted to make a deposit in the amount of $460.00 . I had just made a withdrawal from my payroll debit card ending in [redacted] for the amount of $460.00. As I inserted the money into the ATM the machine took it and the screen indicated it was processing the transaction . When I looked down to where the money was inserted the machine spit my money back out. Since this is my regular routine bi -weekly at this local Suntrust location to do my cash deposits, I figured I just needed to insert the bills again so the machine could read it. After doing so, the green light indicating it was okay to insert my money was on and it spit my money out again and I heard a crunching like noise. The money that came out was crinkled up and some of my money got stuck in the tracks and I had to grab hold on to what I could! I only got back $340.00!! I put $460.00 in the ATM ! There was a customer behind me, I warned him the machine was malfunctioning, he callously said he as a doing a withdrawal so he didnt care. I walked over to customer service desk at [redacted] and told an associate named [redacted]. She said I had to call Suntrust. I called Suntrust and they said no problem, well give you a provisional credit granted you return a signed affidavit saying you in fact lost $120.00 in our ATM. My account was credited the next day.I checked my balanced and noticed I was missing over $100.00 3 weeks later so I called Suntrust, they said they had taken back the $120.00 on July the 16th , 2014 because the ATM ledger wasn't over so they didn't owe me any money!?

Product_Or_Service: ATM Deposit

Account_Number: Claims number is[redacted]Desired Settlement: DesiredSettlementID: Refund

I have called several times trying to get MY money back and Im constantly transferred from one rep to another; One rep told me . Its nothing we can do because your claim was denied ; its basically you against the machine. When I asked who I should speak to about my rebuttal to their decision to reject my claim the rep said, I can give you the President of Suntrusts mailing address. She said, [redacted] is the President and heres the address: [redacted]

Business

Response:

Dear [redacted]:

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

Your comments are very important us and were shared with the appropriate management. We understand that we did not meet your expectations in this situation and regret any inconvenience caused.

On September 9, 2014 the case was reviewed again and the decision was made to honor your claim for $120 as well as refund the $36.00 extended overdraft fee. These transactions will appear on your next monthly statement.

[redacted], we hope the information provided is helpful to you. If we may be of further assistance, please don't hesitate to call [redacted] ([redacted]) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.

Sincerely,

Assistant Vice President

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. They have already honored my claim and placed the money I was owed back into my account. I appreciate your help and I'm pleased with the client advocacy team at Suntrust for their speedy response on the matter. I do have the contact info for the Revdex.com saved in my records : [redacted].

Regards,

Review: I previously had an account with Suntrust. In May 2014, there were some issues with a charge I was trying to make and Suntrust keep denying the charge. I was given credits to try and make that payment, it never worked. During the conversation with the rep I changed my address to my PO Box address with Suntrust. I decided to leave Suntrust because that was too much. I made one last payment for health insurance from the account. I recently received a notice dated back to August and this is September stating that I owe Suntrust $162.75. I immediately called the number and advised the lady that I just received the notice. She gave me the charges in which there was a fuel charge of $55.50 from [redacted]. I am very familiar with this charge becuase my husband was trying to figure out why it did not come out of his account. We both have Suntrust accounts. He used my card in error. I advised the lady of this and also informed her that Suntrust never contacted me regarding the overdraft. Instead I was notified in September from a June overdraft and there are 3 additional fees that I should not be responsible for. Notices were sent to my previous address and I updated my address with Suntrust in May. I am being charged and extended overdraft fee of $36, another fee of $7 and a $30 charge off account fee. I should have received notice ahead of time so that I could have paid the fees.Desired Settlement: I would like for Suntrust to cancel the extended overdraft fee of $36, the fee of $7 and the charge off fee of $30. And to also not report to the check system or credit companies. This issue would have been resolved in June 2014, if I would have received proper notice.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the fees assessed to the above referenced account in June and August 2014. We appreciate the opportunity to respond.

In your correspondence you stated you were not aware of the fees ($36.00 overdraft fee, $7.00 maintenance fee, and a $30.00 account closed in overdraft fee) because notices were sent to your previous address. We regret the miscommunication that occurred concerning the updating of your current address.

We have waived the fees noted above, totaling $73.00. As a result, the current amount owed to SunTrust is $89.75; this amount represents the overdrawn balance in the account on June 11, 2014.

In addition, we have not reported the account to the check reporting agencies to which we report.

[redacted], if you have any questions about the account or payment arrangements, please call our Demand Deposit Account Recovery and Retention Department at [redacted]. A representative will be glad to help you.

Sincerely,

Assistant Vice President

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 debit card that is linked to a checking account with Suntrust bank. I called their 800 number to get my current balance and the system would not allow me to get my balance. After several tries, I was finally able to talk to a customer service person who told me that she was not allowed to give me my current balance. She said that I had to go to a local bank branch in order to get my balance. She also said she was not authorized to tell me why I had to go the bank to get my balance. I went to the local bank branch and the teller gave me a receipt for my current balance. When I told him why I was there to get my balance he said that it sounded strange. He then searched the system for my information and told me that there was an issue with my debit card. I then walked over to one of the bank desks and talked to another person who told me that my card was probably old. She said that the bank would be sending me a new card in the mail and that I should initiate it as soon as I received it. I then asked if I could still use my current card and she said yes. I left the bank and went to the grocery store where when I attempted to use my debit card, it failed. I then went to the atm and tried to use the card and it failed again. I returned to the bank branch, where I told the bank person that the card doesn't work. She proceeded to check my information and make a call but she could not give me an answer as to why my card didn't work. She speculated that it could be associated with possible hacks/hackers if the card was used at certain department stores. She suggested I go to the teller and withdraw money since the card doesn't work. She also said that the system stated that the new card would not be sent for at least another 10 days(nov 10th, system sending card on nov 20th). I went over to the teller, where I had to write a check to cash in order to withdraw money. Later that day, I sent an email explaining my situation to Suntrust on their website. I got a response saying that they couldn't discuss anything with me through the email that I sent because of security reasons and that I should contact a customer rep at their 800 number. Isn't that where I started? Anyway, she also suggested that I go online and send a message on their online banking portal which was more secure. I then went on their online banking site and ironically I had to set up a new online account because for some reason my username and password was not being accepted anymore. Once I got on, I sent a message explaining my situation. I then got a response stating that my card was canceled by their fraud department and that they could not issue me a new card. The message ends by telling me that I have to go back to a local branch to get my new card . . . ARE YOU KIDDING ME?!Desired Settlement: How about most of the above. I want a debit card to use so that I don't have to go the local branch everytime I need cash. I don't have the opportunity to get to the branch that often. I'd also like an apology. I'd also like there to be some changes in the process of how they handle situations like this so that I'm not being given the run around from everyone that I communicate with. Finally, I'd like to find out WHAT THE PROBLEM IS WITH MY CARD. I'm waiting for a working debit card but also a REASON as to why my card was canceled suddenly and no one wants to give me an answer as to why.

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:

[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.

Review: I spoke with a representative who did not know which charges made me overdraft, It took an hour before she finally admitted I had a point she was very unclear but admitted that you guys made a mistake then would not fix what I wanted and terminated the conversation as I was trying to explain something to her, On top of that I have not been able to log into my online banking since the day I had that conversation. I just want my account to go back to what ever I drew it negative which is about 5 dollars, Since it was your companies fault that I went negative and I was not able to bring my account back to zero because I would have also had to pay overdraft fees which were mistakes on your guys part and I did not have the money resulting in me not being able pay the fee. I will gladly pay the 5 dollars I went negative it just seems like a moral thing to me that you guys would do that.Desired Settlement: I would like my account brought back to the 5 dollars and whatever cents I owe and am negative, because I was not able to bring it back to zero the day it went negative because of a mistaken charge on the banks part which included 36 dollars in fees which I did not have at the time therfeore I could not bring the account to zero to avoid another fee.

Business

Response:

We have responded to [redacted] by letter on December 16, 2014.If you have any questions about our response, please contact [redacted].Sincerely,[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: I paid off an auto loan on March 23, 2015. I was told I would receive the title in 30 to 45 days. I have not received the title and it has been 85 days. Without this title, I can not register my vehicle.Desired Settlement: Because the account was delinquent and the vehicle was repossessed , I was charged late fees and associated fees. I think I should be refunded all late fees and charges applied to this account due to the extreme length of time this process has taken.

Business

Response:

We have provided a response to the client over the phone.

Per the State of MD DMV email dated 6/18/2015 they have process the tile in the

name of [redacted] and [redacted]. We denied the client a refund in fees.

Consumer

Response:

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

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

Review: Filed bankruptcy in 2012, cleared in 2013, case[redacted] The Suntrust account was included for roughly $90, and whenever I try to open a new checking account anywhere, this account balance still shows. I have spoken to Reps on the phone, one credited the account and told me to visit the branch with documentation. I did so, to be told by an account rep that she is not sure how to clear the amount from the account or the check system. They could not provide me with a specific bankruptcy department, but would accept me paying the amount that was to already be cleared.Desired Settlement: I have been working on this for over 2 years and need to know what does SunTrust need to resolve the issue, I provided all documentation to show proof the account was included and dissolved the bankruptcy. I would like SunTrust to forward this issue to the correct department to resolve the balance and clear my name and personal identifiable information from this check system that is used to set up new accounts for customers, as it comes up even if I visit a credit union to open a new account.

Business

Response:

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

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

account. I appreciate the opportunity to respond.Our records reflect that your Chapter 7 Bankruptcy was discharged

on May 8, 2013. SunTrust is no longer pursuing collections of this debt. As such,

we have requested that [redacted] and [redacted] updated the reporting of this account

as a Chapter 7 Bankruptcy. Please allow these agencies 30 days to update their records.[redacted], we hope the information provided is helpful to

you. If you have any questions, please don’t hesitate to call [redacted] or

visit any SunTrust Branch. Our Representatives will be glad to help you.Sincerely,[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: Started home refinance process back in first week of May. Was told we would be done by early July. Process is still on going because the underwriter is requesting additonal paperwork and [redacted] is translating information to me wrong and not getting what the underwriter actually needs. I have spoken to 2 managers about this ordeal and how the process is taking so long because of the banks's screw ups. I paid for this service and now the bank is telling me I may lose my locked in rate because your bank can't complete a simple refinance in a timely manner. I want this process to be done with. Managers are giving me nothing and only telling me what I want to hear and that's only if I can get them to return my call. I am very displeased that I chose to go with Suntrust Bank to do my refinance and totally regret my decisionDesired Settlement: I want my application process expedited and completed or I want a refund for these services so I can go to another bank.

Business

Response:

Dear **.[redacted]:

We received your correspondence regarding the above reference case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 19, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Review: My son and I deposited a check into my sons checking acct. We were told once the funds post the check was cleared and was good to go. 2 weeks later we find out the check was a scam. At that point my son was contacted by a [redacted], who demanding payment in full or my son and I would go to jail on felony check fraud charges. I tried to spk w/the gentleman and he wouldn't spk w/me. We contacted the bank the original check was drawn on and they are aware that there are checks like this out there, so much so, they had to change their banking info. We relayed all this info to [redacted] who still filed a report with the [redacted] who then advised us that they could issue felony bench warrants and we would both be charged with felonies. All correspondence with person I recvd the check from was provided to the police as well as the statement from the bank the check originated from. They are now saying it's up to Suntrust and this [redacted]. My son has contact [redacted] who is saying that he will not take payment in full from us that he will take it thru litigation because my son said in a previous statement that he didn't have the money. I've spoke with the corporate office who all understand that we are just as much a victim in this as they are yet this **. My son is 18 years old and for him to have a possible felony charge on his record for something we didn't do will ruin the rest of his life and his ability to have a career. I work in the finance field and any arrest will lead to my immediate termination from my position. Nobody at Suntrust seems to want to do anything. We did not know the check was a scam. If we had it would have never been deposited. I have since obtained the monies to pay back the acct yet [redacted] is refusing. It doesn't seem fair. I understand suntrust is a victim but so are we. Please help us. I have tried on several occasions to get to the office of the president with no luck. My info is supposedly being forwarded to him and I've sent a certified letter to [redacted], CEO, [redacted] and the local branch with no response. I can't imagine that there aren't other people out there going thru the same thing right now. I hope that someone can shed some light on this issueDesired Settlement: DesiredSettlementID: Other (requires explanation)

Would like to pay the acct without court proceedings or any charges due to the fact that both Suntrust and myself and son are victims of this scam.I have supporting documentation showing we've tried to clear this up with [redacted]. He is saying in an email, dated today, that he won't take payment, and he's going thru litigation, because my son didn't have the money to pay at the time he demanded it. He has also been told we have the money in full

Business

Response:

We received your correspondence regarding the above referenced cases. However, we have not completed our research of these issues. At the complainant of our research, we will respond to your inquiry.

Thank you for contacting SunTrust.

Review: I was charged 2 over draft fee's. I called to speak with costumer service to dispute the charges and receive credit, I was told what they are viewing is different from what I am viewing. I explained if I have online banking I should view what they are viewing to insure that I'm not going over. below is the charges as I see while i'm online.

09/10/2013 OVERDRAFT ITEM FEE $[redacted] -$[redacted]

09/10/2013 POINT OF SALE DEBIT [redacted] LEXINGTON KY $[redacted] $[redacted]

09/10/2013 POINT OF SALE DEBIT [redacted] LEXINGTON KY $[redacted] $[redacted]

09/10/2013 CHECK CARD PURCHASE [redacted] LEXINGTON KY $[redacted] $[redacted]

09/10/2013 CHECK CARD PURCHASE [redacted] LEXINGTON KY $[redacted] $[redacted]

09/10/2013 ONLINE BANKING TRANSFER CREDIT FROM [redacted] $[redacted] $[redacted]Desired Settlement: For the bank(s) to stop getting over on hard working people like my self.

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 have been charged numerous overdraft fees even adter money has been deposited. The bank has money in the account and later that day I am charged extended overdraft fees. I asked to have them refunded and told only one. I then asked to speak with a supervisor and spoke with [redacted] agent ID [redacted] out of [redacted]. She refused to assist with any and denied me the option to speak with her supervisor, manager or anyone else. Said I had to write a letter to corporate and wouldn't provide me a phone number of corporate. I asked numerous time to speak with someone else to file a complaint about her & she refused. I also asked which has funds in it and was told I couldn't because I have direct deposit and car payments. So I am being forced to bank with them when they keep charging me fees when funds are in the account & being lied to saying they will refund and then they refuse to do so. Product_Or_Service: overdraft fees Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want all the overdraft fees from April to present refunded back to my account & an apology for refusing me assistance and the right to speak with someone else.

Business

Response:

SunTrust spoke with the cilent today, October 23, 2013, and the issue as been resolved. Please close this case on your records.

Review: I received a card from Suntrust recently saying that I had selected overdraft coverage. The card was sent to confirm this, but I had not actually selected anything. I went into a branch here and talked to them about it and said I hadn't selected anything and for them to remove it. (The effective date was 11/20/2013). They agreed to remove the coverage. I DO NOT want the bank making selections like this for me without me knowing about it. People are very suspicious of banks in this day and time.Desired Settlement: For the bank not to try to sneak something on 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.

Review: I had an account with suntrust bank back in 2000(the last time I used it). I never used the account even though there was funds in it. I went to the bank the other day (after I found out there was in issue with my huntington national bank account)and was told that they could not find my account from that time even though I never closed it. I already reported the huntington bank issue to you and I am now reporting this one. I will inform.Desired Settlement: I want my money I don't want to be poor.

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence that was forwarded to us from the Revdex.com regarding an account you sated was last used in 2000. We appreciated the opportunity to address the issue raised and provided a response to you.
Our records do not show a SunTrust account in your name with activity in 2000. However, our records show a Free Checking Account and a Personal Saving Account in your name. Copies of the last three statements for each account are [redacted] for your review. The checking account ([redacted]) was closed on May 22, 2009, with a balance owed of $[redacted] ([redacted] plus ** administrative fee). The saving account ([redacted]) was closed on June 18, 2010, with a balance owned of $155.41 ($[redacted] plus a ** administrative fee). Both accounts have been placed with outside agencies for collection (ER solutions and CCS Compar).
[redacted], should you have any questions about the accounts, please take the [redacted] statement copies to your local SunTrust office, and a representative will be glad to assist you. TO discuss settlement options that may be available to you please call ER Solutions at [redacted] regarding your checking account and call CCS Compar at [redacted] regarding your saving accounts.
Sincerely,

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]
I sent them my information. my father [redacted] Died in July 2000, my mother [redacted] died 2007 and there should not be anyboby else on the account other than them. so they are not able to sign any papers. if you need proof I will go and get it for you.

Regards,

Review: Hello my name is [redacted], I am a nurse contracted for the [redacted] and I also work for [redacted]. I went into your [redacted] branch location last Thursday morning after my 12 hour shift and after sitting in the parking lot for 1 hour to speak to someone about some issues with my account. I was advised to do this after speaking to a telephone agent the previous night.

A little background on my situation. I recently started a new job with [redacted] and there was in error on my paycheck. As I have scheduled payments set to be paid monthly the shortfall started a chain of NSF fees which continued to pile up over the week until I received monies to cover all of them.

I originally spoke with a woman in the branch who was very nice and informed me that the information I received from the telephone representative was incorrect and that I should contact them back. I politely asked to speak to a manager and was asked to wait back in the waiting area.

A few minutes later a woman who I failed to get her name, come out of an office aggressively and said that she was the manager. At this point I felt very intimidated and felt like had done something wrong by asking for a manager. After she asked me what I needed help with I asked her if we could step out of the waiting area as I did not want to share my personal information with everyone. She then invited me into her office and I started to explain my situation. She cut me off very shortly and asked if I have had a fee reversal before. I originally stated no but almost immediately remembered that at my previous job there was a issue with a check which turned out not be of fault of my employer but the fault of Suntrust. All fees were returned in this case. Being polite I patiently waited until she finished talking to tell her about this incident but this moment never came. She lashed out at me stating yes, you recently had a lot of fees returned. I continue to try to explain but she gave me a face as if she didn't believe me and stated "I can only offer you a fee reversal of 36 dollars". I explained to her that the telephone representative stated that she would reverse 72 dollars and she stated "Well I suggest you go back to her".

As she continued to probe my account I stood up to leave feeling embarrassed and defeated. I turned to her and said thank you, unsure if she was done with me and she said sarcastically "Oh yeah, have a nice day".

I have never in my life been greeted with such rudeness and unprofessionalism. I understand that the check error was not the fault of the bank but I thought that I would at least be able to turn to my financial institution for help when needed. I am not looking for a handout. If the policies state that I cannot have to fees retuned then so be it. But being made to fell that I am a lair and being treated with the level of unprofessionalism that I was treated with that day is unacceptable.

This behavior has caused me to believe that my needs cannot be met by Suntrust and as soon as my final transactions clear I will be closing my accounts and no longer banking with Suntrust. I am a nurse and I care for the sick and indigent of this area everyday without a judgmental bone in my body. I think that I should be able to go to my bank and not be judged and treated badly by the branch "Manager".

[redacted]Desired Settlement: Its okay if my fees could not be refunded but I would like a apology for the branch managers behavior and for her to be retrained in customer service.

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 your records.

Review: On March 13th of 2014, I wasn't able to use my ATM/Debit card I then proceeded to contact the customer service number in which I spoke with a agent who then told me my ATM/Debit card was compromised and had a block place on the card. The then stated I he would to order me a new card which will take 3-5 business days to receive. I haven't received the ATM/Debit card within the time frame 3-5 business days, I then give it an extra couple of days to see if it would arrive in which it ever did. I called the customer service number Monday March 24th at approx. 9:30 am to check on the status the order/ placement card to find out a replacement card was never ordered, I then ask to speak with a supervisor who then begin to look over the notes in my files and was very sorry about what happened and offer to expedite me a replacement card and waved the fees and then said she would have a customer service agent call me to provide me with a tracking number which no one never did, she said I would be receiving the card on Wednesday March 26th, Of course I didn't again so I called customer service once again to check on the status which the agent stated there was no tracking information or listed to give me for my tracking purposes because I never received a package to get news that the package would arrive sometime in the morning of March 27, 2014. Which again I never received so I then called the customer service number once again and ask to speak with a manager or supervisor was transferred around and some how our connections dropped. An supervisor called and ask if received the package which I said I didn't and I ask her to for a tracking number which she then said there was no tracking number provided on her end. I again called the customer service number spoke with a agent to ask for corporate office information and the name of the companies CEO, and explain to her my issues that its now 2 weeks I am without my ATM/Debit and that services in my house was beginning to be turned off for not able to pay my bills which were due and then ask if she can get me a supervisor to speak with in which I did and was then provided a tracking number for the replacement card. As I begin to track the package from the information shown that the replacement was sent from [redacted]. on Thursday March 27, 2014 and I would receive this package on Friday March 28 2014 by 10:30 am. Which means I was provided false information this whole time, This issues needs to be taken care of as soon as possible so that this poor service and false information provide wont happen to anyone else. I am totally displeased in what have been taken place thus far about a replacement ATM/Debit card, If only given the correct information for the beginning none of this wouldn't be taken place. I totally understand things happen and anyone can forget to send out the card as request as suppose to lying and providing false information is not the way to go now at this point I am now looking for another bank provider for lack of poor customer service.Desired Settlement: I would a personal Apology

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: Originally from [redacted] (**), I now live in Germany. A few months ago, my mother passed away, leaving her estate to my brother and me. He opted to buy me out and hired a lawyer ([redacted]) to oversee the process. [redacted] asked the local Sun Trust branch to transfer the funds to me here. I spoke personally with the manager there, [redacted], and told her the approx. exchange rate my bank here would be offering me (= 75-76 euro cents/dollar). I specifically told her that IF her bank was going to use a SIMILAR rate, THEN go ahead and send me the funds. Unfortunately, either out of negligence or willful deceit, she did not even inquire as to the rate they would be using and simply had the money transfered. Fact is, the rate Sun Trust used was approx. 69.5 euro centsper dollar, which resulted in a loss to me of around $3463-$4156.I immediately contacted [redacted], who simply said "you told me to send the money, so I did!" Taken entirely out of context, this is true. However, she herself admitted to me time and again that she made note of the rates I told her my bank would be giving me. Nonetheless, she couldn't be bothered to find out what rate Sun Trust would be using, or worse yet, deliberately allowed a significantly lower rate to be used so that her bank could make a nice profit off of my mother's passing.Complaints to Sun Trust's nat'l hq in Atlanta got the area manager (in Roanoke?) involved, and while refusing to admit any responsibility, Sun Trust still offered me $[redacted], which I view as tacit acknowledgement of wrong-doing on their part. Finding this sum to be too little, I carried my grievance to the office of the president / executive services of Sun Trust, which is based in Richmond. While promising a careful and thorough review of the matter, in the end, they simply regurgitated the arguments of [redacted] and Co., saying I had told her to send the money, so all fault lay with me. Particularly offensive, they couldn't even be bothered to get my mother's name right!Desired Settlement: In an attempt to be fair to everyone involved, I asked Sun Trust to transfer me an additional $1,750, approx. half of the lower estimate of my loss. In this way, we would both share responsibility and the loss.As I stated above, while acknowledging no error on their part, they nonethless offered me $[redacted] to settle the matter. When it was first offered, I turned this sum down and referred the matter to executive services. They, in turn, reiterated the offer of $[redacted].I seek a just settlement.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our prior wire transfer and your request that we transfer $[redacted] to you. We appreciate the opportunity to respond, We regret that we incorrectly addressed your mother in our previous letter.

[redacted] of [redacted]. asked that we wire funds from your mother's estate to you, As stated in our letter to you dated March 28,2014 the funds were wired to you converted to Euros as you requested. We have no record of written instructions from you asking that we send the wire at a certain rate. As you are well aware, rates are subject to change daily.

[redacted], we stand by the $[redacted] that was offered to you. Please know that the offer was not an admission of an error, but a courtesy. If you have any other questions, please call [redacted] at [redacted]. she will be happy to assist you.

Sincerely,

Consumer

Response:

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

In their response, Sun Trust States that they have no WRITTEN statement from me in which I listed a specific rate at which I would authorize them to make the transfer. What they Continue to ignore, however, is the fact that their own employee, [redacted], the branch manager in [redacted], has CONTINUALLY ADMITTED TO HAVING RECALLED my having recalled the Rates my bank would have been giving me AND that I told her IF they would be using a similar rate, THEN they should go,ahead and transfer the money. It was totally clear, at least by implication for anyone with the slighest amount of intelligence, that if another lower exchange rate was going to be applied, then I should be contacted and asked for further instructions.

Review: I have been banking with this business for several years already.With whom I had never fail with there policy rules or banking estimated requirements.I made a dispute against a company for some CD's that I purchased by phone for $39.99,and never received the merchandise.I explain to whom I spoke in the fraude dept.that I call this company after (2)two weeks and spoke with a very rude person who told me that I still had to wait (3)three more weeks and and hangup on me which it was not the agreement on the phone,but the bank refund me my $39.99 and then send me a letter stating that the funds can be reverse according to the final decision,but because I had never receive it so I believe the matter was already resolve and that the refund will never be reverse because I still had never receive what they are charging me for.Suddenly I receive a letter from the FRAUD ASSISTANT CENTER,notifying me that the $39.99 were going to be reverse.I made another visit to the Bank to inform them about this issue and they just told me that there was nothing they can do about it because the debit card company who is [redacted] when in favor of the merchant,and on the 22nd they reverse the funds back to the merchant,I honestly believe that if this is the institution in where I deposit all my money,meaning all my financial trust is going to give up on an issue which to me and anybody's understanding does not makes sense and is not fair because why do I have to pay for items that I had never received.It is very disappointing to me,when this institution let these scams to happen to there customers and more disappointing knowing that my wife,my son and daughters are also banking with this institution who honestly I believe are suppose to stand up for there customers.I will appreciated all the help you can offer me concerning this matter and if you can put an ending to these institutions giving up on these type of scams.SINCERELLY [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want my money back($39.99)I am not in the position to be given up my money because whoever say's I have to pay for something I had never received.Makes no sense,here, in the moon or anywhere is not fair.

Business

Response:

We have responded to [redacted] by letter on June 10, 2014.

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

Sincerely,