SunTrust Bank

Review: On December 9, 2014, around 6:30pm, I returned an item to [redacted] and my account was credited $53.61. After leaving the store I checked my account balance and saw the credit reflected with my available balance being $60 and some change. Later that night, I made a $40.00 withdrawal. On December 10, 2014 my checking account reflected an overdraft fee $36.00 and I called Suntrust Customer Service at 1-800-786-8787 to inquire why. The first representative told me it was because of a transaction made on December 8, 2014 for $149.91 and I told her that was not correct because after the transaction was made on December 8th, I checked my balance and it was deducted from my available balance. Then she she asked me to hold so that she could further review my account. About 5 minutes later another representative answered as if it was my first time calling in. The first girl put me back into to call que,to start all over because she couldn't determine why the fee was assessed to my account. So, I start over with the new Rep and she told me it was because of a transaction that I made on December 5, 2014 for $6.44 and told her that was not correct because the transaction reflected on my account the same day of the purchase and my available balance was adjusted at that time. She put me on hold and came back and said it was because of the $40.00 withdrawal and I told her that I returned an item and reviewed my balance prior to the withdrawal and she agrees stating she see that my account was credited prior to me making the withdrawal. Then she tells me that Suntrust Bank balances are sometime inaccurate and ask me to hold. She then comes back and tell me it's because of the withdrawal and the $149.91 transaction made on December 8th. Then I asked for a supervisor because I had been on the phone for 1 hour at this point being provided inaccurate information regarding my account, but as the supervisor came on line my cell phone died. I work in a call center, so my best method of contact is email [redacted] or you can leave me a voice mail [redacted] and I can call back during my breaks or lunch.Desired Settlement: I want the $36.00 overdraft fee removed from my account because my online account balance was checked prior to the multiple transactions that the representatives advised it is being assessed in reference to.

Business

Response:

Re: Revdex.com complaint 10342444We responded to Ms. [redacted] complaint by telephone. Ms. [redacted] called SunTrust Banks, Inc. to dispute an overdraft fee ($36.00) charged to her account. She was given incorrect information regarding the reason for the overdraft fee.We spoke with Ms. [redacted] and discussed the posting order of her debits that caused the late fee ($36.00) to be charged to her account. Since the late fee was charged to her account she had been assessed three additional overdraft fees totaling $144 to her account. As a courtesy we refunded four overdraft fees totaling $144 to her account. We apologize for the incorrect information she received. Ms. [redacted] was glad we refunded all the overdraft fees.

Review: Suntrust has charged my account $190.00 in overdraft fees on items that were only taken out while the account balance was still positive. When I spoke with them, they stated that it was because a larger bill was authorized so it took that money first. Then several smaller charges were assessed fees in the amount of $108.00 and another $72.00. The larger bill they are referring too is actually still pending and they stated it will assess another fee once it posts, although the lady said it came out first which is what caused the smaller charges to overdraft the account. This has happened numerous times to me on my account and they are stealing money from me. They stated that because they have refunded excessive fees in the past, they are not able to now. My account balance was in the positive when the money was spent on everything except a $49.09 and a $99.00 bill that hit the account. Only those two charges should assess the overdraft fees. After the supervisor that I spoke to stated that the $49.09 charge had been paid on 01/12/2015, she then stated it wasn't paid and will still assess more fees once it is paid. All of these charges are showing on my account as already taken out of my balance, therefore I should not be punished because the bank is changing the dates in which they are paid. My account showed that it was paid and then two days later it shows it as pending.Desired Settlement: I want all of my fees refunded except the two fees that will be owed from the $49.09 and the $99.00 charges. The rest is outrageous and is stealing from me.

Business

Response:

Re: Revdex.com complaint #[redacted]

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

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: 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

Review: On July 20th, I, [redacted] opened an new account with SunTrust (account ending in *1633 after previously establishing a relationship with them prior to 2010. From 2010-2014, I was overseas and had documentation to coincide due to the military. I had a case of identity theft in 2013 that Bank Of America is processing; and I gave SunTrust full disclosure of the situation and documentation (I even have police report). Yet, on July 21st, SunTrust Bank closes my account due to the Bank Of America situation despite the documentation I have on hand. I want to be a SunTrust customer as I was in the past; I am NOT a fraudulent person, and I make nearly 100,000 a year! I am well qualified to be apart of the SunTrust family and I would like for SunTrust to resolve this issue as I am willing to work with them if they are able to have empathy on this situation and understand there is more than what a "third party" is telling them!Desired Settlement: Reopen account or new account.

Business

Response:

Thank you for sending the authorization for release if

information. SunTrust responded to our client by telephone.In our conversation with the client we discussed the

following:The client opened his account on July 20, 2015 and SunTrust

closed his account on July 21, 2015. During the review process a business

decision to close this account.We suggested he contact the Early Warning System (EWS) at

[redacted] for additional information. The client told us he had already done

so and was not satisfied with their response.We apologized and told him that we will not be able to open

an account for him at this time.

Review: SunTrust Bank's deceptive practices concerning transaction processing. To date, incurred $144.00 in NSF fees while maintaining positive balance. Advised by [redacted] and [redacted] (via [redacted]) that pending transactions cause NSF and balance irrelevant.

Spoke with Diana [redacted], Suwanee Branch, who advised pending transactions DO NOT cause NSF; instead, she advised that NSF charges accrued as the result of how the bank processes/vendor submits transaction. Stating that the bank pays highest balance item first.

Nonetheless, both explanations differ from the SunTrust App and screen shown to me by Ms. [redacted]. As shown in screenshots, to be [redacted], the account indicates a positive balance; even when first to NSFs were withdrawn. Ms. [redacted]'s explanation for the differences was due to transactions changing in real time and SunTrust App information is NOT ACCURATE. Suggesting I maintain a register for accuracy.Desired Settlement: I am simply hoping to have the charges in the amount of $144.00 reversed and an accurate source (mobile device or online) to view actual account activity. SunTrust App should be removed or updated, if it is not providing accurate information.

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: 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 got charged for an overdraft fee when my account was not in the negative or in danger of being in the negative.Desired Settlement: Refund of overdraft fee.

Business

Response:

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

Consumer

Response:

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

[SunTrust's letter indicates that they have contacted me about the issue. They have not contacted me about the issue. So it is still not resolved.]

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.

Review: First the location it happened at is not listed..it is

[redacted] #[redacted]

On Sunday 10/20/13 at approx 6:40pm I depostitted $[redacted] cash into the [redacted]. It did not show when I looked the next day and called. I was told there was no deposit. I looked for my receipt and lost it. I went in person and started a formal dispute. I was told it would take up to 10 business days. While this was being investigated they hit me with $[redacted] in overdraft fees. I looked this morning and they must have found my $[redacted] as it posted; but the overdraft fees are still showing. I called them to see why. They stated the process was not yet completed. I said this is bull as when they drop the money they should have had it all figured out and remove the fees so I can use what cash I do have in there. They told me it may be a few more business days. This is now going to effect my driect deposit as that will clear the fees and take my cash. This doesn't seem right or fair as it was there fault their [redacted] messed up not mine. Why am I being punished?Desired Settlement: I want the fees refunded or taken off my account immediately.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding an [redacted] deposit that was not credited to your account in a timely manner and the overdraft fees associated with this issue. We appreciate the opportunity to respond.

Our records show that, on October 21, 2013, you informed us a $[redacted] deposit made on October 20, 2013 by [redacted], the joint accountholder on the above checking account, was not credited to the account. A claim, case [redacted] was established on that date, and you were advised that, after researching your claim, a decision would be made within 10 business days. In addition, you completed and returned the Cardholder Statement Of Dispute Item form, and we began our investigation. On October 31, 2013, your account was issued temporary credit of $[redacted] until the investigation was completed. A letter copy was sent to [redacted] address of record to advise him of the credit.

On November 5, 2013, our investigation was complete, and the claim was honored. [redacted] was sent correspondence on that day to inform him of our decision. The temporary $[redacted] credit became final and assessed fees do to this issue were credited to the account ($[redacted] for overdraft fees and $[redacted] for a returned item fee). In addition, the $[redacted] extended overdraft fee was refunded today. These refunds totaling $[redacted] will reflect on your next statement.

SunTrust strives to provide all of our clients with first rate service, and we apologize for any inconvenience you experienced. Your comments are import to us and were forwarded to the appropriate management area.

[redacted], we trust this information is helpful to you. If you have any questions about your account, please don't hesitate to contact us via your Online Banking profile, call us at [redacted] or visit your local SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer Executive Services

Review: Went to the online banking and attempted to pay $10,000.00 from my checking ending in [redacted] toward my line of credit. After clicking the submit button I received a message stating my transaction could not be completed at this time. I attempted to try one more time incase this was a glitch. I again received the same message. I called my local branch and spoke to [redacted]. I explained what happened and she attempted to do the payment. After a few minutes she said the system was down and to try again later.

Later I logged into online banking and was shocked to see both transactions totaling $20,000.00 went through and I know had an over withdrawal. I immediately called the local branch and was told to call online services. They then transferred me back to my local branch. I spoke to [redacted] who said it was a system error and I would be credited back one of the transactions in 2 days!?!? I then said I had a $5000.00 check that should be posting and of course any transaction now would cause a further overdraw. [redacted] assured me all charges would be refunded and the $5000.00 check would go through.

Not trusting suntrust anymore I transferred $8000.00 from my overcredited line of credit back into my checking account. This is absolutely unacceptable that through no fault of my own I am tasked with fixing this and incurring fees.Desired Settlement: I want ALL fees credited back 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.

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 logged on my bank account today and found 2 overdraft charges. Today I also got this email from them;

Dear SunTrust Client,

This email is to notify you that an overdraft or returned item has occurred on your account ending in 1914 and has caused your current balance to become negative.

Please review your account activity and deposit or transfer funds to bring your balance positive within 5 business days from 09/01/2015. Otherwise you may be charged an Extended Overdraft Fee.

A $36 Extended Overdraft Fee is assessed when your balance remains negative for 5 consecutive business days (not counting any Saturdays, Sundays, or Bank Holidays). This fee is charged in addition to any Overdraft or Returned Item fees already applied. Our current fee schedule may be viewed at [redacted]

.

Monitor your account with low balance and overdrawn alerts that can be set up in Online Banking. For added convenience, review your account activity at any time by signing in to Online or Mobile Banking. You may also sign up for Overdraft Protection in Online Banking or contact us at [redacted].

Visit [redacted] to learn more about how to manage your balances and avoid fees.

Please note that you will also receive notification of your overdraft or returned item via U.S. Mail.

If you would prefer to use a different email address for servicing needs please update your email address in Online Banking or contact us at [redacted].

Thank you for banking with SunTrust.

Sincerely,

SunTrust Customer Care

Tit clearly states I have 5 working days to correct this. It has been 24 hours! I contacted them twice and they flat refused to remove the charges. I am paid by direct deposit at midnight tonight wich is less than 48 hoursDesired Settlement: By their own words I was charged before the time given mt to correct this. I wish to have them removed the charges so my Social Security will last for the entire month. Please help me. I feel like I've also suffered a breech of trust as well

Review: December 21, 2015 I deposite a total of $1000.00 Dollars in cash, into the ATM. First attempt all cash placed into ATM machine. It then began to return the money due to unable to read some of the money. ALL money was returned except a 100.00 Dollar bill. I then attempt to put the money into the ATM a second time. This time a was able to put in $800.00 Dollars in cash, then a third attempt was able to put in $100.00 Dollar bill. A total of $900.00 Dollars into the ATM on 12/21/2015. The deposits was made seconds apart. I made contact with Suntrust VIA phone and told them the story. I recieved a letter in the mail, stating the case was closed out due refund returned to my account the same day (12/21/15) I made contact with Suntrust and advised the $100.00 Dollar was what I deposit not Suntrust. Case reopen forms sent to my home and I completed and returned. Contact Suntrust again told my story, They advised I would receive a refund, over forty five days ago and have not received a refund, letter or an e- mail. This is very frustrating. The location of the ATM machine was located at Rockbridge and Memorial - 3850 Rockbridge Road Stone Mountain GA, 30083. I am asking for a refund amount of $100.00 Dollars. Due to the ATM machine keeping my money.Desired Settlement: Refund $100.00 Dollars, due to ATM machine keeping my money.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust's decision to decline the clalm referenced above. I appreciate the opportunity to respond . We have researched your case again based on the information you provided . Following this review, our decision to decline the case has been reversed, as explained in the March 15, 2016 letter from our Fraud Assistance Center (copy enclosed). Your account was credited $100 on March 14, 2016 (statement copy enclosed) . Your comments regarding this matter are important to us and were shared with the appropriate management area. SunTrust strives to provide exceptional service with each and every client Interaction, and I regret that we did not fully deliver on that this time. Mr. [redacted], your satlsfactlon Is important to us, and we ask that you allow us the opportunity to regain your confidence. Should you have any questions or concerns regarding your account, 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 . A representative wlll be glad to assist you . Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office

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 is using deceptive banking practices to strong arm small buisnesses into paying fees that they should not be charged. They truly are hiding behind policies to extort money from people who switch to another bank due to their poor service and high fees. There deceptive practices continue through their credit card department. I signed up for credit card processing through them and leased a machine to do it through them. After I fufilled the terms of their contract for the processing I switched services. I contacted Suntrust to see where to return the machine and was informed that the lease agreement was with another company. When I contacted the other company they told me that I still had eleven payments to make on the contract and that my term for them was 48 monthes even though my term for suntrust was already satisfied. I am sure this was disclosed somewhere in small print but I actually trusted the rep from suntrust and did not read everything. They also charged my over 200 dollars in overdraft fees in an account that was supposed to be closed.Desired Settlement: I would like them to give me a letter of satisfaction about the lease agreement on the credit card processing machine and examine the last 5 dasy of activity on my buisness acoount and refund the overdraft fees they charged after I closed the account and refund what charges I was forced to pay. I also would like a written apology from the merchant services who mislead me into signing up for this bogus lease agreeement.

Business

Response:

Response mailed to client on June 17,2013

Review: On 5/28/2013 I notice there was a large amount deducted from my account in amount of $548.48 on 2/28/2013. I've call the company which is what suntrust bank has instructed me to do and I did and it goes to a personnal cell phone which the voicemail is full. I made the claim on 5/28/2013 and have not receive a letter, I called and spoke to [redacted] on 6/13/13 who told me it was denied by [redacted] because the same company deducted $120.00 out my account in dec*2012. I dont remember this company in dec*2012 BUT I am 100% sure that I did not use my debit card in feb for a $548.48 transaction. I ask [redacted] if they has a receipt from this company and she said no not by the claim it does not look like it. I need this account further investigated because this amount was not authorized by me and I have not authorized anyone to use my card.Desired Settlement: Since I did not make this transaction or an get in contact with the said company I need the funds that were fraudly place on my debit card replace.

Business

Response:

Dear Ms. [redacted]:

We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding a $548.48 debit from your above referenced account on February 28, 2013. We appreciate the opportunity to respond to this matter.

According to our records, on May 28, 2013, Case [redacted] was established for your benefit since you stated that the merchant [redacted]. United debited your account fraudulently. During our review of the case, we determined that you previously conducted the following undisputed transactions with the merchant:

-December 8, 2011 $143.78

-March 2, 2012 $90.53

-March 2, 2012 $26.63

-October 26, 2012 $26.63

-December 12, 2012 $120.00

Enclosed is a copy of the June 6, 2013 letter we sent to you denying your claim.

Our notes further state that you recalled doing business with the merchant and tried to reconcile the mattter with them. Should you wish to submit a rebuttal to our response, please call our Fraud Assistance Center at [redacted].

Ms. [redacted], if you have any other questions, please do not hesitate to visit any of our convenient offices or call us at [redacted] ([redacted]). A representative will gladly help you.

Sincerely,

Officer

Executive Services

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.]

Regards,

I sent a revised appeal to suntrust stating I google the company and drove by their store on 6/13/2014 and realized I have done business with them before and spoke to the owner [redacted] and I advised him that they took over 500.00 out my account in feb and I was not there in feb 2013. last time I was there was in dec when my phone screen cracked and I went to get it fixed. I asked for a receipt or something showing where I did that transaction and [redacted] the owner said he did not have that and contact my bank. I never authorize that company to take money out of my account in feb 2013 that was done without my authoriztion and I did not agree to that transaction because it was not done by me. I have not given anyone perrmision to use my card.

Review: I recently mobile deposited 2 checks. Each check was returned for insufficient funds. Suntrust then started proceedings to close my account without even notifying me. It is not my fault that the woman I had trusted to pay me gave me rubber checks. My problem is now my direct deposit and other money that is supposed to go there I cannot access and have to wait until it bounces back to my employer which is going to cause me to be late on my rent and other bills. To me this is unacceptable. I should have been notified that this action was taking place do to no fault of my own. I had no way of knowing that she had given me bad checks to deposit. None of the funds were used and on top of that Suntrust got their fee for the checks that didn't clear. At least send me and email or call me to let me know that this action is being pondered. I am completely messed up due to this abrupt action.Desired Settlement: I would like to have my account reopened and the money for my late fees at my apartment paid. It is not fair that they don't have to contact me when I have things tied into that account.

Business

Response:

Response mailed to above client on July 15,2013

Review: I OPENED AN ACCT. 7/30 AT [redacted],FL. OPENED IT WITH CASH AND ON 7/5 BOSS DEPOSITED PAYCHECK FROM LOCATION IN [redacted]. TOLD 8/7 THAT CHECK CAME BACK FROM [redacted] ACCT CLOSED, WENT TO BRANCH IN PERSON AND TOLD TO GO HOME THEY WOULD CALL ME, NO CALL. MY BOSS, [redacted], GOT COPY OF [redacted] THAT SHOWED IT PAID AND NOT CLOSED, SUNTRUST THEN TOLD ME I MUST BE DOING SOMETHING FRAUDULENT AND ASST MGR,IN [redacted] TOLD ME SHE WAS CLSONG MY ACCT AND THEY WOULD MAIL ME LETTER AND MAIL ME ANY MONEY IF IT WAS ANY LEFT. SHE WOULD NEVER TELL ME WHAT THE REAL PROBLEM WAS. I THEN CALLED 1800 # AND THAT LADY SAID SHE COULD NOT TALK TO ME AND GO TO BANK IN PERSON WITH ID. I THEN CALLED BACK [redacted] BRANCH AND TALKED TO [redacted] AND SHE SAID THE BACK ROOM? WOULD RELEASE SOME FUNDS. THEY DID RELEASE $200 AND I WENT TO ATM AND GOT IT, THEN THEY PUT ANOTHER $300 IN THER AND THEN ANOTHER$100? THEN THEY CREDITED MY BOSSES ACCT THE SAME TIME AT [redacted] FOR $300. HE WAS DUMBFOUNDED AND SO WAS [redacted]. THE PROBLEM IS HOW IS IT LEGAL FOR SOMEONE TO TELL ME "I" AM DOING SOMETHING FRAUDULENT IF IT IS THEIR MISTAKE? I WAS TREATED WITH UNBELIEVABLE RUDENESS PLUS STILL HAVE GOTTEN NO EXPLANATION AND NOW HAVE A [redacted] 500 IN ACCT. WHAT GIVES THEM THE RIGHT TO TALK TO SOMEONE LIKE THIS? I HAVE SEEN SO MANY COMPLAINTS ON THIS BANK THAT I WANT SOMETHING DONE. I HAVE SPENT ALL DAY WITH THIS AND SO HAS MY BOSS! IT IS JUST DISGUSTING! I WANT THIS RESOLVED, AND THE HEAD OF THE BANKING SYSTEMS NEEDS TO PIT A STOP TO THIS BANKS RUDE AND UNJUST PRACTICES.Desired Settlement: I COMPLETE APOLOGY AND FOR THE BANK TO CHANGE THEIR PRACTICES!I HAVE FILED SO OTHERS DO NOT HAVE THIS PROBLEM.

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: 38-Years -- As a loyal customer of SUNTRUST for 38-Years, we recently received notice from SUNTRUST that we close all accounts without explanation? The request came certified from [redacted] in the ATLANTA headquarters. I emailed [redacted] asking for an explanation and her response was "a business decision as been made to close our relationship. WE do not provide any further information. It is an internal decision? What way is this to conduct business? We were asked to close our personal & business accounts. We have had ZERO issues with Suntrust. This came as a complete surprise to me. Customers deserve more of an explanation than the one stated above. WE are professional business people and undeserving of simply being fired from our bank with no explanation?

Shame on Suntrust for acting in this unprofessional manner.Desired Settlement: Just want the reason behind this. To late for anything else as all accounts closed. Very big inconvenience particularly for our small business which was with Suntrust for over 15 years.

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

Review: I wanted to take out a home equity loan on my mortgage with Suntrust so I went to my local Haymarket branch here in VA. I met with the [redacted] which was helpful and submitted my application. He referred to me [redacted] as my mortgage specialist which contacted me asked few questions (how much money do you make and how much for the loan) just those simple question and he said he would be in contact after he is done finishing the application. I sent him all my w2, tax returns and paystubs the same day and never heard from him for over a week. I walked back into the branch to complain that I have not heard from loan officer and the [redacted] called. [redacted] stated that he never even reviewed the information so already a week of my time has been wasted because he decided he didn't want to work. I asked for a different loan officer but the [redacted] stated that I would just go to him and he would make sure the application was submitted. I gave him the additional information needed for the application and we went from there. We received our appraisal on our home and the [redacted] told me the results and it was WAY below market value for the house. They gave me the approval for the loan but I could not accept the appraisal so low for my house. Due to the [redacted] act I could not order another appraisal or have any rights to dispute my appraisal. I spoke with the underwriter and she stated to me the only way they could overturn the appraisal as if I went to a nationally recognized Bank and get an appraisal and have them send it over to the bank to be possibly reviewed again. I went to my local [redacted] store and they took in my home equity application. I told them my situation from SunTrust and they ordered a full appraisal where someone would come to my house to evaluate it for free. They stated that SunTrust appraiser was just using a computer based number that was no where near zillow or any other sites estimated the value of the house. The appraisal came back in $22,000 more than the SunTrust. Being a loyal customer to SunTrust I decided against going with [redacted] and went back to my local branch. At this point my approval had expired and I had to do this all over again. I could not find the [redacted] this time around and I had to speak to one of their member specialist which sounded concerned when I had to tell them my whole story and would try to revive my old application but they stated it deletes out of the system and they could no longer find it. Which is hard to believe because when I worked at [redacted] we used [redacted] and we kept information for years. So I went through the entire process again with the Appraisal I received from [redacted]. They submitted information and again I would be contacted. It has been two weeks and nobody has called, email, text or anything about the status of my application. I call there always busy and nobody calls me back. This is poor customer service to say the least. I have jump through so many loops over the past 3 months just to get a home equity loan. There is no sense of urgency and not in care in the world for my situation and I am so called "Signature Advantage" customer. The mortgage loan officer designated to the Haymarket area was rude, unprofessional and did not attempt to even try to submit my loan application. It was terrible if you could only here the laziness in this guys voice and did not care that he didn't even review information for application for weeks. It crazy that I was told to go to another bank to get an appraisal and home equity loan process just to show that my house is worth a lot more than what the computer told SunTrust. How come Suntrust did not order a full appraisal like [redacted]?? How come they did not show more effort about my appraisal?? Where is the follow up? How come management is not involved with outstanding loan application? This company is acting more like a non-profit than a corporation? Or they have so much business and I am just a drop in a bucket. I even stated that I would pay for the full appraisal but SunTrust declined. I work 60-70 hours a week so for me to make all those trips to SunTrust is unfathomable and to have no outcome from it just makes me want to refinance my mortgage for a higher rate and get out of there and bring my business to a bank that appreciates me.Desired Settlement: I want to finish my application. I want SunTrust to honor [redacted] full appraisal and approve me at the higher LTV % based on the appraisal amount from [redacted]. I would like a phone call from some type of manager. I don't want to complain, [redacted] or waste their time all I want is somebody to tell me that they are completing my application and ETA. I was approved before this is not an approval issue it was an amount issue and I just want this 3 month disaster completed in a timely manner. You are lacking commitment to your client, communication follow up, effort, and the process is broken. I have never been irate, I have been polite to all the employees that have dealt with me, and I never been issue but I have had it this is now become unacceptable and for 3 months I have been trying to get a home equity loan I just want it to be complete. Thank you. ,

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.

Review: I am submitting this complaint because I was treated unjustly as an account holder and/or as a customer of SunTrust Bank. My checking account was closed without any proper notification and/or legitimate reason. My checking account was in good standing and/or was not in any violation of SunTrust's rule and regulations. Furthermore , I contacted customer service to get an explanation as to why my checking account was closed, instead I was transferred to the voice-mail for the department of rules and regulations, left numerous messages with no returned calls from SunTrust. Obviously SunTrust does not value my patronage but at least I expected SunTrust would of been professionally courteous to treat me justly as a worthy consumer.Desired Settlement: I believe SunTrust should restore my checking account.

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from [redacted]. We appreciate the opportunity to respond.

Our Fraud Department reached [redacted] by telephone on October 29, 2013 and addressed his concern. That department also offered an apology to [redacted] and offered to reopen the SunTrust account for him. He accepted our offer. Therefore, we are closing our file on Revdex.com case [redacted].

Should you have any questions about our response to [redacted], please feel free to call [redacted], a [redacted] of Executive Services, at [redacted]. He will be glad to speak with you.

Sincerely,