SunTrust Bank

Review: I had $450.00 in unauthorized charges on my account July 17, 2014. I contacted Suntrust to disputed those charges which were all charged at a gas station on the same day. Suntrust immediately shut down my card and said it appeared that I had come incontact with some sort of credit card duplication device. About a week later they issused a temporary credit to my card until my initial claim was processed. Two weeks later I received a letter stating that my claim was denied because of inaccurate information regarding one of the items that was listed on the claim and the temorary credit was reversed immediately. The item was unrelated to the gas charges but me nor my wife had recorgnized that particular item at the time of the initial claim. They then told me I would have to file a Rebutal to the initial claim and that would take up to 45 days to be processed. I filed the Rebutal on 8/11/14 and as of today 9/29/14 I have yet to have an answer to the claim. I have called the claims department every single week to see if there is some sort of update and I am told not yet keep checking. I called on Friday 9/26/14 which was suppose to be the 45th day deadline and was told they were sending a note to their escaltions department for an answer and that could take 1-2 days. No one has any answers and act so unconcerend about my money and in the mean time my whole account has been messed up since then. I do not have over $500.00 to just give to some random person who goes around stealing funds out of others accounts. I feel that my bank that I am paying account protections and countless overdraft fees to would at least offer just that Protection in the event something like this happens. It should not take 45 days to see that these transactions were not mine and I should not be getting the run around about my hard earned money from the bank I trust with it. I need answers ASAP and as of today they are not giving me any.Desired Settlement: I need my money credited back to my account along with all overdrafted fees associated with those transactions. There is NO WAY in this world that I could have used $450.00 worth of gas in one day, that is crazy to me. This is the worst experience I have ever had with any bank

Business

Response:

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

Please close this case on your records.

Review: Three months ago I called the consumer loan payment department and inquired about how many payments I had on my car loan and I was told only three left . I then inquired how much they would be. I was told it looked like two regular and one small payment. On 1-15-14 I received some correspondence in the mail from Sun Trust bank. It said my account was past due. I knew that I sent in a payment of $374.56 for January. I called Sun Trust bank in Nashville, Tn and was tolled that they received my payment but I owed a balloon payment of $900 for skipping a few payments. I understand that the payments would be put on the other end of the loan but on the paperwork that I signed that was sent to me by the bank it never said anything about a balloon payment when my loan matured. I never read anything about this when signing my paperwork for my car loan. I feel that Sun Trust is not disclosing it"s information as it should. I have never been late or missed a payment and when I talked to someone in the Nashville bank their attitude was oh well stay in touch with us. At one time I had a car loan with [redacted] credit and had the same thing happen and they were more than happy to break down my last payment into something that I could pay. This makes me not want to use Sun Trust again!Desired Settlement: I want to be contacted and be assured that my car will not be repossessed and I want someone to make arrangements with me to pay out my remaining car loan instead of making a balloon payment of $600. I;am retired living on a fixed income and disabled. I'am happy to work with the bank on this if they will work with me.

Business

Response:

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

Please close this case on your records.

Review: I opened an account with this bank via the Internet. I was sent a debit card and check as I should have. I set up direct deposit with my employer to have part of my check deposited to this account. I set up my house payment and vehicle payments to be drafted from this account. Sadly, my first check that was supposed to be deposited was not due to the pre-note they had to do. I received a paper check in the mail. Being nowhere close to a branch, I used the mobile deposit feature in the app for iPhone. The check was $1,000 with was within their acceptable range. I did the deposit on 1/2/16 which was a Saturday. The account states that it would be deposited the following business day. On Monday, 1/4/16, the check was still not in my account. I called customer service and they stated it would be the following business day because of the weekend. On Tuesday, 1/5/16, I tried logging into my account. I could not. I called customer service again and was advised I needed to go into a branch. I told him I was nowhere near a branch. He got me to a supervisor. The supervisor explained that this was a high risk because it was a large mobile deposit and was the first one. She told me my account was on hold until the check could process. The supervisor called me later that day and told me the "back office" had decided to close my account with no reason given. At this point, I was behind on my house and car payment waiting on the check to clear. I had my employer wire me money to cover the amount and they are attempting to stop payment on the check. However, they can't because the check is being processed. I called back and was told they may reopen my account if the check is approved. If it's approved and they don't open my account, they would mail it to me. I am not sure how a "bank" would close an account just for making a deposit. This has caused major stress and costs in late fees. I still don't know what will happen. There is something very wrong with this.Desired Settlement: I would request the bank NOT to deposit the check so my employer can proceed with the stop payment. Or. Proceed with the processing of the check and reopen my account so I have immediate access to it to be able to repay my company promptly. I need to either be able to show the bank did not accept the check or did and I can get the money immediately. As of right now, I am being told I cannot have my money after following their own policy. Therefore, the above would be the only resolutions. The bank can contact me to discuss how they will resolve this issue.

Business

Response:

Re: [redacted] BB Case# [redacted] Client was called on January 81 2016 and informed that the decision to close the account was reversed and the negative reporting was removed. The account is now active and the hold that was placed on the deposited funds was released. Please close this case on your records.

Consumer

Response:

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

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

Regards,

Review: On October the 24th I did receive a phone call around 6.30 pm or may be later from the bank , the lady said that they have stop a credit card charge to my account for over 400+ I did said to her that I did not purchase anything, she said card ending 1649, I did replied that I don’t have the card for long time, she ask for my FEIN number and I did explain that I do not remember and I was driving home that as soon as I arrive I will call back, and I did , I contact them until I received the letter that my claim was denied and that was not 1 charge was 3 charges over 1,050.00 as I can probe to the documentation attached. They have declined my claim. I need your help to reopen the claim since that they have no provided me with any information. I am there customer for over 20 years an as a customer I deserve a better service and security on my accounts.

I did discover that there was two active Debts card on my account under my name, and that is not a regular procedure on any bank. How there is possible that under a business one person has two card for over a period of time. There is not security at all. I really work very hard to allow the Bank to give my money to some criminals and I stared been secure now that is someone in the bank doing this to a regular consumersDesired Settlement: I want my money back in full and the bank charges remove from my account.

Business

Response:

Dear Mrs. [redacted]: We have received and reviewed your correspondences forwarded to us from the CFPB and the Revdex.com regarding fraudulent activity on your above referenced account. We appreciate the opportunity to respond. Our records show that you notified us on October 23, 2015 to dispute three debit card purchases. We set up Case [redacted] for the total of $1,046.60 for the three [redacted] purchases ($211 .79, $416.59 , and $418.22) posting on October 27, 2015. These transactions are shown on your October 31, 2015 statement (copy enclosed). During our initial investigation we determined that no error occurred, and your case was denied as stated in our October 30, 2015 letter (copy enclosed). We reviewed your case again and determined the case was declined in error. The claim was approved, as stated in our November 16, 2015 letter (copy enclosed). Your account was credited $1 ,046.60 on November 13, 2015 (copy of your November 30, 2015 statement enclosed). Mrs. [redacted], we do apologize for any inconvenience this situation may have caused. If you have any questions or concerns regarding your accounts, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Thank you for choosing SunTrust for your financial needs. Sincerely,Cora-S[redacted]

Consumer

Response:

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

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

Regards,

Review: On 9/3/15 someone broke into My daughter car my bank card was in the car they took it and made a total 8 charges at local gas stations and a [redacted] I contacted the police and suntrust to cancel the card I gave them the number for the police report and also received a case number from them a few days went passed and I called back to check the status of my case they told me they weren't paying any of the fraudulent chargers and everything would be refunded back to my bank account on Wednesday. Well on Wednesday they had actually paid all the charges plus charged my account 36.00 8 times once my payroll hit my actual check being 766.00 and because it was in the negative I only had 362.00 available to me I went to my bank branch and explained to them that it one representative told it would be resolved by the time my payroll hit them another tells me it should be back in there by Thursday nothing happened called back they tell me Friday and now because of their lack of communication I couldn't pay my car note or buy groceries for my family. I'm fed up with them I've been with suntrust for over 15 yrs and have never been this inconvenience to were I can't pay my bills or put food in my house. So many you guys could get me answers because I'm tired of calling and getting the run around I need answers and my money asap please help.Desired Settlement: I want my money refunded back into my account please.

Consumer

Response:

Hello I submitted a complaint on 9/12/15 #[redacted] it has been resolved suntrust has refunded all of the fees and money from each transaction . Thank you [redacted]

Review: On wednesday 7/16/2014 a atm from suntrust took a$ 2900.00 and cut completely off without giving me a receipt and took my whole deposit.Contacted them immediately per inside bank rep and was advised they would credited my account same day which did not happen.Was advised today 7/22/14 by sup that they counted atm on friday 7/18 they counted atm down and discovered it was over.Today is 7/22/14 they still havent credited my account,they are holding my hard earned money hostage and I have a three day eviction notice I cant pay my rent because of this.I also have two small children one and three years old so we may be homeless because they are trying to rob me this is so disgusting please help me.

Thank you [redacted]Desired Settlement: I need my money ASAP 10BDS is entirely to long to wait I am a real human with real life situation and I do not operate in BDS.

Business

Response:

SunTrust needs additional time to complete our investigation and response.

Thank you for your patience.

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.

They are saying that they need more time really I just want an apology I already recieved my money but was evicted by the time I got my money back

Regards,

Business

Response:

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

Please close this case on your records.

Review: We established a bank account with Suntrust in approx 2009. In 2014, we moved from Maryland to NY. As there are no Suntrust branches in NY, we recently closed out this account. After a lengthy delay, Suntrust finally sent us a check of the remaining funds in the account, $1,019.xx. I attempted to deposit this check at our new bank, TD Bank. I was told that the check was not depositable, as the routing number did not exist. I went home and called Suntrust who advised to return to TD bank and have the teller call Suntrust. We did so, and Suntrust provided a new routing number and the check was deposited.

However, several days after the funds were deposited in our savings account, the funds were withdrawn from the account as the check from Suntrust did not properly clear.

At this point, Suntrust has effectively stolen the funds from our closed checking account, as we now have no access to this money. We have not had success reaching someone at Suntrust to remedy this situation.Desired Settlement: We simply ask that Suntrust provide us with a DEPOSITABLE check of our funds from the account which we closed. As I mentioned, it is currently as if Suntrust has stolen our money - as they have not given us the $1,019.xx from our closed 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: I had fraud charges on my bank account in April and May of 2014. The company was great about handling the situation. They credited me back $40 from the April debit and issued me a new debit card. However, when they issued me a new debit card, they also sent my new debit card information over to the company that was taking fraudulent charges out on my account. Now it is June and they have taken another $40 from me.Desired Settlement: I would like to have a $40 refund for May and a $40 refund for June. I would also like to be credited back any type of insufficient funds fee. On top of that, when my new debit card is issued I would like my information to NOT be sent to banfield pet hospital.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

I work crazy hours with of overtime so when I have tried to call them back, they are closed.

I was charged by another company in May, June and July. They issued me a credit for May and then issued me a credit for June and July. Then they send me an email stating that they made a mistake and I am only issued a credit for May and July? I don't think so. They allowed this company to change my card 3x. They sent my new information to a company to allow them to charge me again. I deserve to have all $120 credited to me, not just $80. I don't want to fill out the paperwork to have it sent to the Revdex.com. That is my account and does not need to be shared with anyone. If they feel the need to close the complaint without a resolution I will find another way to get this handled and corrected.

Review: A SunTrust employee has stolen $500 from me and it is not being properly investigated. I deposited $500 in a local SunTrust ATM on 06/16/2013. The ATM gave me an error message that all of the bills could not be counted please take your bills. Nothing ever came out but a receipt saying sorry for the inconvenience please contact SunTrust. The next business day I contacted SunTrust and they gave me a provisional credit of $500. 30 days later they withdrew $485 stating that all they were able to recover was $15. I've been on top of this issue since then to only be given the run around by SunTrust reps and also the president they promise to call me back after further investigation and never do. This issue has not been investigated properly. A simple viewing of the ATM video recording would prove that I indeed was there and deposited a stack of cash. No one is trying to help me with this situation. Im being treated as a second class citizen and I feel liked I've been robbed a discriminated against. I may not be one of their million dollar customers but I trusted them with my hard earned money just as well.Desired Settlement: DesiredSettlementID: Refund

I would like the $485 deposited back in my account along with all of the fees incurred because of this issue leaving my account with a positive $74. I would like further investigation to take place such as viewing the ATM tapes from 06/16/2013.

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 deposited about $1050.00 cash into the ATM because the bank closes at 4 p.m. (earlier than I get out of work). During the deposit, the ATM took my cash and shut down in the middle of my deposit, not giving me a receipt or any record. The deposit also did not show up on my bank account. I immediately called Suntrust and filed a claim. Unfortunately the ATM had just been serviced that same day, and the bank advised me that they would not be able to check the ATM until the following Tuesday- a week away. When I went into the branch the following morning to ask for a credit on the funds while they investigated, they informed me that they did not issue provisional credits and I would simply "have to wait." I live paycheck to paycheck and my deposit was made on May 27, 2014- the end of the month. I had a very difficult time trying to get my bills out while my bank simply sat back and waited. I still do not have my money and am struggling to make ends meet, but Suntrust doesn't seem to be bothered by this. This sort of practice is completely unacceptable to me. This was of no fault of my own- and only their technology failure. If you are unable to immediately follow-up when your technology has a glitch- or you are unable to keep your customer service procedures up to date with the technology you offer- simply do not offer that technology. If you have an ATM that "now accepts cash" - there should be immediate procedures in place to correct this issue if one arises- and not at the customers cost. Unacceptable.

Product_Or_Service: Bank Account

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my money immediately and a formal apology by the bank or I will take my money elsewhere. They stole over $1000.00 from me.

Business

Response:

We have responded to [redacted] by letter on June 12,2014. If

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

Review: I applied for a mortgage, with the expert advise of the lender, on June 7. I was reassured by the lender and processer on numerous occasions that this loan was on track, I was approved, and that it was in [redacted]. I made sure of this numerous times prior to me losing my earnest money. All replies were that I was good to go. Come to find out, after losing my earnest money, the loan that I was told was already approved and sent to [redacted], was "approved with contingencies" and was not sent to [redacted] yet. I escalated the matter to the branch mgr (this is the 2nd escalation to her as I escalated the situation to her prior to the deadline because I was not getting any feedback on the loan from the underwriters standpoint prior to losing my earnest money). After escalating to her, they asked for a week extension on the loan and began asking me for duplicate requests of items already sent. Not just one or 2 items, but multiple items, multiple different times. In addition to this, even after my realtor got them the week and a half long extension on the contract, they still did not send it to [redacted] in time. I have now lost $1,720. I have escalated this matter within the branch and then within the division and am now getting no response. The only people concerned about the issue are the people outside of the mortgage department and the loan officer who is not getting anywhere with superiors either. I was lied to, misled, and now have the misfortune of living in the same crummy living situation with $1,720 less. Their reply to me has been sorry for your frustrations. Had they told me the truth from the beginning that they were behind, I would have backed out of the loan prior to losing my earnest money. Had they gathered and kept track of the info requested, this loan would have gone to [redacted] in time and I would have a new home. I am completely disgusted with their overall quality and especially disgusted in their ability to perform proper custom service. Loan processed for over 7 weeks and deadlines were known.

Product_Or_Service: mortgage loanDesired Settlement: DesiredSettlementID: Refund

I would like to be compensated for the money I am out on behalf of their mistakes. I performed diligently and provided them with everything necessary to complete the loan on time. I have e-mails to support this timeliness on my behalf as well as emails stating my approval and loan processing according to timeline necessary. I paid $275 for a home inspection, $445 for an appraisal, and $1,000 in earnest money. (this is not including all of my time and money spent gath

Business

Response:

Re: [redacted]

Revdex.com Case Number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above referenced case. Because you did you include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 22, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

Officer

SunTrust charge me for overdraft fees, that I'm not responsible for. [redacted] took a unauthorized payment out of my account without my knowledge and put my account in overdraft after I made a 21.00 dollar purchase at the grocery store. I would have not made a purchase if I had known a unauthorized payment was deducted from my account. [redacted] returned my money, but suntrust continued to charge overdraft fees after their investigation that was no fault of mine. [redacted] refunded 215.84 and I had a direct deposit from Social Security for 160.00 after all this all suntrust refunded me was 90.00. I'm disabled and can't afford Suntrust to just take my money.

At a SunTrust Bank I presented a check to be cashed made out to an estate which I was the Personal Rep, I had the proper document (Form #420E) stating I was the Personal Rep Verification explained on line 5 how to proceed per the deceased Last Will & Testament. Even worse I have accounts there. These two bank women betrayed very poorly.

Review: Suntrust Bank is a Bank that is very unclear about its product and services. On May 8, 2015 I was charged a $36 NSF fee for an item that was $5. From my understanding of the Overdraft Services page there is no fee for transactions less than $5. I'm now I'm unclear is that means $5 or $4.99. If so that should be specified in the disclaimer. I'm am really not happy about paying a $36 fee for something that is unclear. I do understand that some NSF are legit and I will pay for dues I feel I owe. But I feel that Suntrust is very unclear on how they process. I am so sick of Suntrust just tacking on a $36 fee because they can. If I rightfully overdraw my account I don't mind paying my dues. Suntrust can be a very difficult Bank to work with and the way they process is very confusing. Had I known it was a $36 fee for the $5 item I would have NEVER bought the item.Desired Settlement: I feel this $36 fee should be waived and they should make it clear that there is no fee for transactions for $4.99 or less. So people will know that they can use their card for a $4.99 item and not be charged a fee.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the assessment of overdraft fees on our personal deposit accounts. We appreciate the opportunity to respond . In your correspondence, you questioned why you incurred a $36.00 overdraft fee for a $5.00 purchase that posted to your account on May 8, 2015. Our records show on that day, seven items were presented for payment against an overdrawn balance. No overdraft fees were assessed on the six items under $5.00; however, one $35.00 overdraft fee was assessed on the item for $5.00 (Goodwill). This fee was assessed in accordance with our Personal Deposit Accounts Fee Schedule (enclosed), which states on page 4 that SunTrust will waive overdraft/returned item fees on transactions that are less than $5.00. For this reason, an item in the amount of $4.99 or less would not be subject to this fee while an item in the amount of $5.00 or more would be subject to the fee of $36.00. The fee schedule is provided at account opening and also found on our website suntrust.com (see About Us~Fee Schedules). On May 22, 2015, as a courtesy, we refunded the $36.00 overdraft fee that was assessed on May 8, 2015. You will see this credit on the enclosed statement. We want to be sure that you are aware that our website also contains helpful information on how to manage your account and avoid fees (see Banking..,.,.Personal Checking ~Account Features~overdraft Services....-.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. Instructions for signing up for these services are also found on our website and when using our Online Banking service . As a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfalls. Detailed information, including any fees, about this service is found on our website (see Banking-Personal Checking-+Account Features---+Overdraft Services). We show your account is set up to accept Overdraft Coverage, which may allow you to make an everyday debit card transaction or ATM withdrawal even when your available balance is not sufficient to cover the transaction; however, you may be charged up to $36.00 for each overdrawn item. As a suggestion, you may want to decline Overdraft Coverage on your account. The account is currently overdrawn. Because of this, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies. Ms. [redacted], we hope this information is helpful to you. If you have any other questions or concerns, please contact us via your Online Banking Profile, call us at 800.SUNTRUST ([redacted]) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy Tea

Suntrust blocks my account because I use [redacted] Wallet. I make a monthly payment using it and have had them make a note in my account about it. They ignore the note and block my account anyway. When I call to fix it and ask for a manager first I am told there is not one and then that he is busy and will call me back. Of course he never calls. Time to switch banks.

Review: I contacted renters via [redacted], my son and I needed somewhere to stay for 3 weeks while our house was being finished. I needed to fill out the rental form and wire transfer $900 into their SunTrust bank account. Then I was to call and confirm and get the unit number etc. Thats when they stopped all contact. it was a scam. I deposited the cash at 4:58 pm April 2nd. I filed a police report and was AT suntrust at 9 when they opened with all evidence to stop the deposit. SunTrust said they could not and that there is nothing they could do, vthe manager and [redacted] were taking care of the matter. The money was STILL in the account even yet they would put it on hold or flag the account or refund me. This was all I had... For my son and I to live on... We are now on the streets as of the 8th and without means to pay for a hotel.

What I don't understand is, I had presented SIGNIFICANT amounts of evidence plus a police report and they STILL did nothing even when the money was STILL in the account. Even the police said that was wrong. And my bank cant do anything because no fraud was done on their end.

Also, I called twice after I went to the bank and left messages and no one ever called me back!.

SunTrust, PLEASE fix this! I used to be a member until I moved. They always had great customer service! But this is unacceptable and borderline aiding a criminal.Desired Settlement: I would like my $900 back and those scammers accounts to be shut down so no one else goes through what I did.

Business

Response:

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

Review: I have had my new Suntrust account open less than a month. Twice this week my card was disabled (for my protection) I called Suntrust, verified transactions and also asked why I wasn't notified they were putting a hold/ blocking my card from use. I was told they tried to call me. I had no missed calls whatsoever. I believe this was Monday, here we are on Thursday, my card gets blocked again. Again I call speak with a very rude lady in the Fraud Dept. verified the transactions and was told they tried to call me at 8:47 this morning, I'm thinking yeah right, I have very good cellular service. Not to mention, if they couldn't reach me, would they not leave a voicemail? Especially twice in a week. I verified they had the correct phone number again which they did. I asked the lady for her named, She spelled it very fast with an attitude. I asked her to spell it again slowly "[redacted]" in Fraud Dept. Very Rude, I've had my account less than a month. It just seems crazy to keep getting terrible service from Suntrust.Desired Settlement: At least call me if you're going to block my card - or as the [redacted] kept saying a hold on my card. If it goes to voicemail , at least leave a message.

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:

[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: Suntrust allowed [redacted] to draft my account for services not rendered. I have tried several times to contact the merchant & Suntrust to resolve the issue. I have been trying to resolve this issue since April 22, 2015. Suntrust was suppose to investigate the issue and advise me of the outcome but they keep saying they never got the information. I have went to several branches several times and resubmitted the information as requested from me to do the investigation but every time I request a status update they tell me the same thing they need the information again. The last case [redacted] was assigned to [redacted] . She hasn't done anything when I call to get a status update they keep telling me to resubmit the information again to be investigated. They also refer me to [redacted] when I call but I never receive a call back. The merchant states they never got the money I need to contract Suntrust but the money came out of my account.Desired Settlement: I'm requesting a refund for the full amount $400.00 because it shouldn't take this long to refund my money. I also would like a call from a Supervisor with an update of the case and what they are going to do to get the issue resolved.

Business

Response:

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

to us from the Revdex.com regarding your above referenced case. I appreciate the opportunity

to respond.Our records reflect that, on March 24, 2015, you initiated a

claim, case [redacted], for a $400 charge from [redacted] that was debited from your

account on February 10, 2015. Because this is considered a merchant dispute, we

may pursue such a claim as a courtesy. We may attempt to recover your money

with the merchant’s bank; however, we do not guarantee the outcome of the

claim. Claims of this type can take an extended period of time. If recovery is

made, we will credit your account for the money received.I spoke with [redacted] who informed me that the

requested documents for the case were received past the required time to

dispute the charges with the merchant. Therefore, the case was closed.Each time I spoke with you, I provided you information that I

received from our Cardmember Services Department. I have requested that your

case be reviewed again for a resolution. I regret that [redacted] did not return

your calls.[redacted], should you have any questions, please contact **

[redacted] at [redacted], extension [redacted]. He will be glad to speak with you.Sincerely,[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.

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

Regards,

Hi [redacted],

Review: I opened an account online, and three days later it was mysteriously closed due to "SunTrust policies." I was told that I'd get a letter in the mail explaining why, as well as a check for the amounts I had deposited (two accounts, one checking and one savings). The accounts were closed (or at least I was made aware of it) on 8/3/15.

Twenty-five days later, I am yet to receive either the letter or the check. When I call, I'm put on hold and told that it was due to their policies, but a case had not yet been opened on it to explain why or refund the money. I work in an industry that is Customer Service driven, and I feel that the service I am being provided is far from acceptable. Yes, you may have rules and policies that you go by, which is fine; as a business its your corporate right to do so. However, leaving people hanging in the wind is unacceptable.

The only positive is that I found out that my account was closed two days prior to my paycheck being direct deposited into the account. However, it's ironic that both checks and savings deposit slips have since been delivered to my house for the closed account.Desired Settlement: Full and immediate refund of money that I had deposited.

Business

Response:

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

to us from the Revdex.com regarding SunTrust’s decision to close your above referenced

account. We appreciate the opportunity to respond.The decision to close the account was a business decision

made by SunTrust, as explained in the August 31, 2015 letter from our Fraud

Management Department (copy enclosed). On September 3, 2015 you were mailed Official

check [redacted] for $5.00 (saving account balance) and Official Check [redacted] for

$50.00 (checking account balance). Your accounts are now closed.According to our Rules and Regulations for Deposit Accounts,

which is provided at account opening and is available on our website

suntrust.com(see about us-fee schedules- deposit account disclosures), “the

Bank may close your account at any time and for any reason or for no reason

without advance notice.” [redacted] are pages 22 and 23 of our Rules for your

review.[redacted], should you have any questions, please call Fraud

Risk Management at [redacted]. A representative will be glad to help you. We

wish you well in your future financial endeavors.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: On Monday April 4, 2016 I was charged $36.00 times 3 for a total of $108.00 in Overdraft Fees for items that posted to my account with a pending amount taken out first causing them to not clear.

I called into Suntrust 4/5/16 to speak with a representative and spoke with three different levels of employees all the way to a supervisor. All three employees explained to me over and over that the balance that shows on a consumers mobile banking or online banking is actually different then what the bank processes. Therefore that is very misleading to a consumer. The balance that was in my account yesterday showing online is actually not my balance, so how are there customers supposed to know their true balances. While I was at [redacted] yesterday I logged into my account and it said my balance was $90.00 (I know there was change but cannot remember actual amount) so I wanted to purchase other stuff while I was there and I made a transfer of funds about two minutes before I paid there. The Suntrust reps told me that the balance I showed is wrong. So when I made the transfer to cover myself it actually did not help. That is wrong in so many ways, how are consumers supposed to know the difference when looking at their balances. How the bank processes should be the way a consumer sees items. The two should not be different. As I was talking to the main supervisor my balance that I was showing was off from what she was showing so it must not be updating properly and I cannot help that.Desired Settlement: Refund of $108.00 Overdraft Fees

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.