SunTrust Bank

Review: Within the last few months I have had several fraud charges on my account. I immediately disputed these charges and the over draft fees associated with them. I have been returned the charges for the fraud but not the overdraft fees that were occurred as a result. I have some bills that come out auto payment, as a result to the fraud charges bringing my account below zero when those charges are taken out it in fact gives me more overdraft fees. I contacted the bank personally plenty of times and I get nowhere. I ask to speak with the highest person and was informed I can only request a call back or speak with another supervisor that is in the center at the time. I asked for corporate number and was also denied that information also. I asked to close this account and be given a new account with new checking information and was denied that option. I spoke with [redacted] who then sent me to a sup. [redacted] # [redacted] who refused to give me the information needed to file a complaint or to speak with a higher person. He said he can only request a call back from his supervisor [redacted] which I haven't received as of yet and this was on 02/02/15 at 6:25pm.Desired Settlement: I would like all over my charges removed and my account to be current so I can resume my direct deposit or simple close out 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: 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: 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: 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: I have an [redacted] with Suntrust Bank that I have had for almost four years. When I opened the account, I was told there were zero fees and there never would be any for any reason per our contract. When my annual assessment came around, I incurred a $60 annual fee that includes a $20 annual IRA fee and a $40 [redacted] administrative fee. When I called the bank, the fee was waived by the regional financial officer, per my contractual agreement when opening the account. The next two years, the fee was waived for the same reason by the branch manager. Since then, the branch manager has retired. This year, when I received notice of the fee, I called the bank and was told that the fee would not be waived and that there is a fee of $60 per year for this[redacted]. I spoke with the regional financial officer as I did my first year and she is refusing to waive the fee. The new branch manager does not know how to handle the situation and she put me back in touch with the regional financial officer. I have called their customer complaint number and have received no resolution. I am locked into this [redacted] for the next three years, totaling fees of $180. SunTrust Bank has violated our initial agreement.Desired Settlement: I want the $60 fee refunded to my account (it was charged on Nov. 30, 2014) and any subsequent fees waived. Upon the maturity of my[redacted], I will be transferring to another bank.

Business

Response:

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: 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: 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: My account has $149 worth of overdraft fees on items that had already been deducted from my available balance but once that item or items clear from the merchant SunTrust hits me with overdraft fees on items that had already been deducted from my account. They refuse to take away the overdraft fees that I shouldn't even have in the first place.Desired Settlement: I want a refund on the overdraft fees that shouldn't even be there.

Business

Response:

SunTrust has responded to our client but cannot share the

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

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.]

Regards,

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: I opened an account online so I would have a bank account I could use for direct deposit. I set up direct deposit from my job and it was set to go in, the first payment would have been Friday 12/11/15. I also received a check from my mother's BF the same night, I called to make sure with Mobile Deposit it would be available the next day, they said yes. The next morning I couldn't even check my account online, I called and asked what was going on and they said my account was under investigation for a fraud alert due to the check. Upon looking up other reviews this seems to be a common thing. The only money I have to my name is in that account, and now I am scared as to how I will pay my bills and survive and take care of my son. There was no reason to suspect fraud, I even said to call the other bank if need be, and they said they didn't have to do that because it wasn't their responsibility. The first time I called they said it would be worked out by Monday, now they are telling me it can take up to 30days. I don't have that kind of time to wait to get access to my money, I have things that need to be taken care of right now. Whenever I talk to anyone they are rude and I have even been asked "well what do you do in life that makes them think your a criminal and accuse you of fraud". When I ask why I am being accused they say " we don't know it just says you are and that department won't speak to customers " or "it says the account has violated the rules and policies" but they won't tell me what. So not only are they holding on to my paycheck which I bust my butt for they won't even give a reason. I am terrified that I won't be able to pay rent and will get kicked out, I won't be able to pay my bills this month, NY son won't have a single thing Christmas day, and we won't even have food to eat. I can't even buy my anxiety meds due to this and I have been sick from stress.Desired Settlement: I want immediate access to at least my paycheck that is in the account although I should have access to the other personal check as well. I would also like some form of compensation for the time this has caused and the anxiety and heartache this has caused. When the account was first opened overdraft charges were occurred, I would those refunded for what I have been through. Also all late charges from bills I get due to this will be taken care of by SunTrust.

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

Business

Response:

Business

Response:

Re: Student Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding SunTrust's decision to close your account referenced above. Your comments are very important to us and were shared with the appropriate management team. I appreciate the opportunity to respond. SunTrust strives to provide exceptional service with each and every client interaction and we understand that we did not meet these expectations in this situation. For that we apologize. The information you provided helps us to know where emphasis for future training and process improvement efforts should be placed. We learn how and where we can improve from clients like you, taking the time to share your experiences. The decision. to close this account was a business decision made by SunTrust, as explained in the November 19, 2015 letter from Fraud Risk Management (copy enclosed). We have reviewed this matter again, and our position remains the same. A check (copy enclosed) that you deposited on November 10, 2015, for $2,950 was returned from [redacted] as unable to locate account. On the same date, your account was assessed a $12.50 Deposited Item Returned Fee. In addition, because there were not sufficient available funds in the account when the check was returned, your account was assessed a $36.00 overdraft fee. You will receive under separate cover a check for $36.00 for the fee that was assessed. Check 16527113 for $377 .58 was mailed on November-23, 2015 to the address of record . This amount represents the balance that was in your account on November 19, 2015 (statement copy enclosed). Ms. [redacted], should you have any other questions, please call Fraud Risk Management at 800.447.8994. A representative will be glad to help you . Sincerely, Diane E[redacted]

Consumer

Response:

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

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

Review: 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: I opened a Student Checking account last year in or around August 2014 since then my account has been converted into an Essential Checking account with an increase monthly maintenance fee. I would like to know when this account was converted in an Essential Checking account and why.Desired Settlement: I would like to reimbursed for any fee adjustments on the maintenance fees that where made as a result of the conversion to the Essential Checking.

Business

Response:

SunTrust has responded to our client but cannot share the

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

Review: 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: I closed my Suntrust business account resulting in a $65 balance which they issued a check in the name of the closed business. The business is closed, there is no way to cash the check. When asked, they state this is their policy and refuse to re-issue the check. How many closed business accounts has Suntrust defrauded business owners of by issuing checks that cannot be cashed? This is fraud and their policy defies logic.Desired Settlement: Send me my refund check payable to myself personally. This is ridiculous to have to go to this length to get my own money back from a bank.

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:

suntrust has not responded to me. There has been no resolution.

Review: I contacted Suntrust on August 25, 2015 after seeing unauthroized charges on my account totaling hundreds of dollars. I spoke to someon, expalined that I disputed the charges, and she told me that my account would be credited and the merchants would be blocked from any further charges to my account. I have an email confirming the case number. I was also asked to fill out a form and fax it to Suntrust and I did this. However I again received the product and called suntrust; I was told a charge to my account is now "pending" and that the only way to prevent it was through a stop payment request for which Suntrust would charge me.

at the same time I am unable to get on line access to my account to review the charges Suntrust blocked me. n order to assist us in the investigation of case 2391623, please complete the attached form and return via fax to [redacted] or mail to:

SunTrust Bank

If the client has any questions on this case, please provide them with the following contact information: [redacted].

Representatives are available Monday through Friday, 8:00AM – 8:00PM.

Do not reply to this message, it is an auto-generated message.Desired Settlement: I would like the disputed charges to be credited to my account.

Business

Response:

SunTrust has responded to our client but cannot share the

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

Review: 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: Hello my name is [redacted]. My checking account number is [redacted]. This is a joint account I share with my wife, [redacted]. I'm submitting this dispute in regards to our SunTrust [redacted] Debit card. In recent weeks I learned that there was a change on Jan 1st that there was a cap on the number of miles we could earn with each check card - 2000 points. We were not aware of this change or the fee change. If you look up my account, you will see that i've been on the phones numerous times trying to understand and resolve this issue.

The first phone call, roughly three weeks ago, I was waiting for 40 mins for a rep and then proceeded to be transferred 3 times over another 40 minutes to hear conflicting information about the issue. What triggered the question for me was that my wife and I both got a flat 2,000 credit for March. We opened this account and spend money out of this account via our checkcard because of this [redacted] skymile benefit. Quickly scanning our account, we have easily spent $30K through this account. if we would have known this change would have happened, we would have made different decisions in how we spend money. This is a lot of money for us as it's my annual bonus. We do not get this type of money regularly and it has a tremendous impact on our household.Desired Settlement: I understand changes happen with services. To resolve this issue for us, we want the [redacted] Skymiles awarded to us under the old system until we learned that it changed. Going forward I understand the changes. I do want to understand what are the options with our account to get it close to what we had originally. We will make the necessary changes as i'm confused about what's available due to the multiple contacts with different people thus far. Thanks.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded 10 us from 1he Revdex.com regarding the above referenced accoun1s. We appreciate the opportunity to respond. SunTrust's [redacted] SkyMlles® Debit Card Program implemented new terms and conditions along with a new program effective July 25, 2015, as outlined In the enclosed Terms and Conditions for [redacted] SkyMl!es® Debit Cards. The new terms and conditions were malled to you prior to the effective date. In addition, the limits were communicated again In January 2016. These changes are In accordance with the Program Changes & Termination section of the SkyMlles Rules & Conditions, located at [redacted].com/membergulde, which disclose that [redacted] and its program partners reserve the right to change program rules, benefits, mileage regulations and fees at any time without notice. The Included Terms and Conditions provide lnforma1lon about how SkyMlles are earned, what are considered qualifying purchases and the monthly cap for SunTrust clients who hold a Signature Advantage account and 1hose who hold other account types. I have also enclosed a copy of our Personal Deposit Accounts Fee Schedule, which provides requirements for our Signature Advan1age account This Information will better assist you wi1h determining what Is required for each se1 of program 1erms. Regrettably, we are unable to honor your request for reimbursement of SkyMlles under the previous terms. Your comments regarding the quality of service you received when Inquiring about this matter are very lmportant to us and were shared with the appropriate management team. SunTrust strives 10 provide exceptional service with each and every client Interaction, and we understand that we did not meet these expectations in this situation. For that we apologize .

Review: I ordered an item last December 2014. The item was charged on my Suntrust credit card online. I never received the item and cancelled with the company, Balfour. I disputed the charge in January and have had to follow up on my own with Suntrust. They would only respond when I questioned them. They requested email information showing I had cancelled the order with the company in April and I submitted it. I received another message saying it could take up to 60 days to respond. I finally inquired about the dispute again and was told they never received the documentation in April. I sent them a copy of the fax confirmation that the fax was sent to them and it included the date and time the fax was sent. I was told they couldn't find it. I resubmitted and verified that they had received this fax. I contacted them again to see about the status and was told they would "escalate" the dispute. This is only after I contacted them again. So, I waited. I contacted them again last night and was told this morning that too much time had pasted and they would not be able to get a refund. I am very concerned about a credit card company that allows their merchants to charge a customer and not deliver the product. They have a dispute service but they do not attempt to resolve the issues. I was the one doing all the follow up and this is 8 1/2 months later. I would like corporate to get involved because I have spoken with customer service, fraud and complaints departments to no avail.Desired Settlement: I would like the refund for the disputed amount credited back to my credit card.

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 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.