SunTrust Bank

Review: I had a Debt card that was deactivate back in October 2015. That card ended in 0226 and was a M/C card. Sun Trust Frurd dementpart failed to deactivate the card completely. Suntrust left the card active on my saving account. This allow any and everyone access to my saving account. Sure enough it did, Dish network got ahold of it and charge 93.44 on August 8th 2016. I called SunTrust on 8/8/16 and reported a charge, found out what card was use. to my surprise it was a card that should never have been use. This card should have been destroy almost a year ago. Now I am getting a run around trying to get my money back. The bank made the error but they do not want to own up to it. I have called every day since August 8th and been told the same the over and over the investigator has to look into it, it will take 10 business days. Today 8/15/16 I was told it would take till the 24th of August. This is unacceptable. SunTrust was suppose to close this debt card a year ago. Someone fail to do there job correctly and now I am suffering. I have spoke to the bank I personal bank at and they can not do anything about. I have called coporte customer service and they wont help me either.Desired Settlement: Refund 93.44 back into my saving 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: On the 24th of June I accidentally ordered some bank statements. It wasn't until after I hit the button and small print it said that I had to pay for those reprints. And not just a little bit, $5 a transaction which is ridiculous. I called less than 5 minutes after clicking the button to cancel the transaction. I talked to at least three people on that day at the 1-800 number they said it was cancelled and that there was no transactions pending and not to worry about it I went into my account today and noticed a $75 fee.Desired Settlement: Only in small print does it say available for a fee and it doesn't even say exactly how much. That is a problem.

There needs to be a minimum fee amount posted. I myself and I would assume many others do not have time to sift through 7 pages of a PDF form just to figure out how much it's going to cost to reprint a statement. In bold letters there should be a message saying this is going to cost $5 a transaction.

Business

Response:

Dear

Mr. [redacted]:We

have received and reviewed your correspondence forwarded to us from the Revdex.com regarding

statement copies you ordered for the above referenced account and the fees

charged for these copies. I appreciate the opportunity to respond.Our

records indicate that, via Online Banking on June 17, 2016, you ordered copies of

account statements from October 2014 through March 16, 2016. When ordering

statements online, a disclosure is shown that states, “Statement copies are available for up to 7 years. Fees may apply for each

paper copy ordered. Please refer to our Fee Schedule for specific details.

Delivery may take 5-7 business days. More than 4 copies may require additional

delivery time.” In addition, a link that takes you to our fee schedule discloses

the amount charged for statement copies ($5.00 each). Our fee schedule is

provided at account opening and also found on suntrust.com (see Menu?PERSONAL

BANKING?Banking?Overview Guides and Disclosures?SunTrust Fee Schedules).You mentioned that before ordering the

statements, you were not aware that a fee would be charged. After becoming

aware of the fee, you called SunTrust and attempted to have the request

cancelled. However, we advised that we were unable to stop the request or

refund the fee charged for this service. We show the request was completed, and

you were assessed a $75.00 research (statement) fee on June 24, 2016. After

reviewing your comments, as a courtesy, a refund for half of the assessed fee ([redacted]

was provided. The refund was credited to your account on July 19, 2016

(statements enclosed).Mr.

[redacted], we hope this information is helpful to you. Should you have any

additional questions regarding your account, please do not hesitate to contact

us via your Online Banking Profile or call us at [redacted] A

representative will be glad to assist you. Thank you for choosing SunTrust for

your financial needs.Sincerely,

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 problem is not whether the fee is disclosed rather how it is disclosed. Their answers still fails to explain why I or any customer should have to dig through 7 pages of a PDF form to find the fee schedule. It should be plainly written under the button. The link should not be provided for information rather additional information. In my opinion the web page is configured the way it is in order to make money.

Regards,

Review: I was charged $36.00 for NSF fee but I was told I had overdraft protection if I had auto-deposit from my employer. I emailed Lori at the branch. She usually helps with any questions I have but she did not respond this time.Desired Settlement: Refund the $36.00 because I have been an account holder for a long time and I was told I had the overdraft protection with auto-deposit.

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:

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.

Review: I had four account will suntrust bank 2 checking and 2 saving earlier the month of march I got $400 dollar for one of my checking account and $200 for the other account I opt in to have bank to cover my ATM, and POS withdrawal. so I got the money but the next thing I knew is could not get in to my account they make it look as if there was a problem kept saying try back later not know they was hold it open so they could get my payroll deposit in which cove the money I got they held my money and left me with nothing doing that pay time. but anyway they close all the account I had no ideal what was the reason all I get from them was letter saying I fraud the bank and that 2 week after all thing that happen I didn't know what I did all I did was use the option they give me, they was so wrong on thisDesired Settlement: I like to reopen the accounts an take off this bank fraud

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:

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,

I have not got any response from the company at all they do not care about the customer at all they pick and choose who they want to falsely accuse people bank have the power to mess with people live

Review: I have been communicating with Suntrust's car loan department since June 29, 2016 trying to get my car back from a tow company that was holding my car. The tow company had Suntrust as the lien holder required to pick up the vehicle. I have repeatedly contacted the loss prevention department and was told many conflicting answers as to how I would get my car back. Despite the fact that I was not late on my car loan, the repossession department told me when they picked up my car it would be reported on my credit as a repossession. I was also told that I would be reported late if I did not continue making payments, however, no one was making any attempts the pick up the vehicle or have it released back to me. At one time a representative told me that Suntrust would pick up the vehicle and sell it, so I would not be able to get it back. I called again that same day and was told that I would have the option to pay off the loan in full, so I can get my car back.

After speaking with Whitney about what would be required to complete the payoff I was told that I could request the lien release letter to be faxed to me once the payment posted. After the paid if full payment posted I called back and was told that the letter could not be faxed to me and I would have to wait another 10 days to get it. I have called repeatedly during the process since June 29th, left several messages for managers that never returned my call and was consistently spoken to rudely by representatives that seemed to be annoyed every time they answered the phone.

Loss prevention was aware that I would be charged $25 per day while [redacted] had my car, and despite paying off my loan no one at Suntrust has been willing to expedite in any way a copy of the lien release letter, so I can pick up my car. Every day that it takes to get my lien release letter I incurr another daily fee of $25. To date, the bill for the [redacted] is over $1,300.Desired Settlement: I would like for Suntrust to provide my lien release letter immediately, since I have paid them in full.

Business

Response:

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

Review: I have had an account with Suntrust Bank for 20 years. Recently I noticed some fraudulent activity. Someone got my checking and routing number and printed checks with their info on it. They then wrote 1100.00 of checks out of my account. I made a fraud complaint, and received a a claim number. I didn't hear anything for several weeks. I have called, and email NUMEROUS times and have heard absolutely nothing from my so called fraud assistant representative. I have signed the affidavits and faxed them and done all that is required of me. Stlil, I hear nothing! Now, this person has tried to pay 2500.00 from my account . I called and left messages for Nakkieah M[redacted] to let her know and still, no call. I haven't received any reimbursement or any communication. Nobody I talk to from Suntrust seems to know how to get in touch with this person or direct me to someone who can help me.

My urgency was escalated when I went by the drive thru bank to get cash and I had to go in because of the fraud alert. While I was in there, I explained to the teller what this person had done to my account. 2 People over heard and came up to me and said their accounts also had been compromised and they were having a hard time getting help. 3 out of the 5 people in the bank were VERY dissatisfied with their service.Desired Settlement: Get my money back and an explanation of how this happened and reassurance that it can't happen again.

Business

Response:

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

Review: THE bank closed my account without any warning and kept my money for more than two weeks. My direct deposit went in and I had NO money and they would not give me anything. I asked for the presidents telephone number and no one had it. I called several people for two days and still no one would help me. I was stranded in one state unable to get any money to get home. This is the worst business in the world.Desired Settlement: I need my money today not more than 10 days.

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. Seth A. M[redacted]

Review: I signed up with Suntrust for the $200 promotion they were advertising. I completed all requirements regarding direct deposit and spoke to Suntrust several times. They locked my account when I tried to do an external transfer to MY own bank, [redacted]. Then the rep told me I needed to go into the store to regain access. In the store, I was told I needed to go to another store to get access and sign paperwork for opening the account. 2 months after I opened the account. They wouldn't even let me withdrawal my own money. I called and spoke to several reps and even a manager who advised me someone would follow up with me and I would be getting the $200 shortly. I haven't received any call or email , as promised. And I am still awaiting my $200 bonus from an account I opened months ago. The entire experience has been a terrible ordeal and I want the money I am entitled to.Desired Settlement: I want my $200 bonus immediately. I have waited months already and have completed my end of the requirements.

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 spoke with Steven from the sales department (credit cards) on Saturday April 23rd. I informed him that I currently have a credit card with Suntrust but the interest rate is too high. I was interested in a lower interest rate as my credit allows me to have the lowest interest possible with my other credit card. Steven informed me that after running my credit I was pre-approved for a credit limit of $9700 but he could not provide me with an interest when asked. He stated that they do not know that information but it would be mailed to me with the credit card. I spoke with another rep on Monday April 25th around 8pm and was informed that their dept does not have that information but Stephen could have transferred me to Underwriting so they could provide me with that information. She provided me with a contact number and hours of operation. I called at 8am on April 26th and spoke with multiple reps who seemed to be a bit incompetent. I was bounced around from department to department and had to explain what I needed more than three times. I was even transferred back to the original rep that I spoke with and she stated to me that she had just spoken with me and transferred me to the correct department because she would not have the information I needed. I advised her that I was transferred back to her but was told I was being sent to the Underwriter. There were no managers available and the rep stated she had no information for corporate and that I would have to call back. There was too much back and forth and no one able to assist me with what I needed. This is bad business and horrible customer service.Desired Settlement: I need to speak with a manager ASAP. I do no want to speak with anyone who cannot help or who wants to just smooth the situation over. I am very frustrated and upset and feel that this situation was not handled properly. It seemed as if I was speaking with a group of incompetent individuals who couldn't tell their right hand from their left hand. I have never had people try to jerk me around as much as Suntrust reps have done over the past few days.

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 thirq 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.

I received a voicemail on April 28th stating who my case was assigned to and that I would receive a call from that individual, but never received a call from anyone. Technically Suntrust has not responded to "their client" since there was no contact made to discuss this matter.

Regards,

Review: Today I received in the mail a solicitation from P.O. Box 305183, Nashville, TN 37230. Do not contact me in any way, shape or form. I don't do business with solicitors.Desired Settlement: Stop contacting me in any way, shape or form. I don't do business with solicitors.

Business

Response:

SunTrust has resolved this matter 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. This business had my information since they mailed me a solicitation, yet refuse to tell me if they have removed me from their contact info, so thanks for that, and I will never do business with this company.

Regards,

Review: I deposited a check by mistake twice. The first time was through the mobile application and at the time it did not appear to go through and the second time at an ATM. Recenetly the bank discovered the mistake and withdrew the additional 10.00 bucks which brought the account into negative standings which they decided to charge an overdraft fee of 36.00. I called and asked if the fee could be reversed they told me no. They have a policy of reversing a charge only once which they said which in my eyes they really did not. That situation was a dispute which they said they would reverse all the charges and was about to leave one remainingDesired Settlement: I'd like the refund of the 36.00 plus an apology for the bad business relationship this insitution has caused upon me.

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 was charged 2 overdraft fees for being overdrawn by $0.60 (sixty cents). I was charged an original overdraft fee on 7/8/16 and then another on 7/14/16 for 5 consecutive days overdrawn. I never received a notification letter that normal happens when an overdraft occurs therefore I was oblivious to the whole situation. I only use this account to pay a certain bill every month.

If you look on their website, it states that the fee is waived if the transaction only overdraws the account by $5 or less dollars which means that the first fee charged was charged in error. I talked with a CSR yesterday and they were only willing to take away one fee as a "courtesy". What I am asking is that my hard earned money be returned and that Suntrust back up their practices.Desired Settlement: $36 overdraft returned.

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. Kathy B[redacted]

Review: An electronic debit was made to my savings account of $21.63. I was .40 cents short and Suntrust charged me $36.00 overdraft fee. In the meantime, my checking and savings account were connected and I was set up for alerts and had money in my checking account to cover .40 cents. When I called Suntrust and explained what had happened to the account, they refused to help me because their response was they had given me a courtesy once before earlier in the year. I explained my financial situation and that I didn't have the money to cover the overdraft fee, they were unapologetic and told me if I didn't deposit the money for the overdraft fee, they would charge me another overdraft fee. Five days later, they charged me another overdraft fee of $36.00. Suntrust customer service has such disregard to their customers and they hide behind their "policy" so that they don't have to help their customers. They showed no remorse that they charged me $72.00 for .40 cents. Anyone who is considering to use Suntrust for their banking services should know that they are only there to serve the wealthy and have no problem taking from those who do not have.Desired Settlement: I would like Suntrust to credit back the $72.00 they charged me on overdraft fees and show some humanity.

Business

Response:

Dear [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com

regarding overdraft fees charged to the account referenced above. I appreciate

the opportunity to respond.Our records show that, on June 10, 2016, the overdraft fees

were caused by an electronic transfer to [redacted] for $21.39 that was debited

against a balance of $20.99. Because you did not bring the account to a

positive balance within five business days, the account was assessed an

extended overdraft fee on June 16, 2016. Based on this information, we have

determined that the overdraft fees charged are valid. However, as a courtesy,

we refunded the [redacted] to your account on June 30, 2016. This

is in addition to the [redacted] refunded to your account on April

28, 2016. Your statement is enclosed for your review.In order to decrease the chance of this happening again, please

visit suntrust.com, where you will find helpful tips on how to manage your

account and avoid fees (see 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.Currently, there is no overdraft protection set up for your

saving account. You may want to set up Overdraft Protection, whereby a

protector account is linked to your transaction account to cover any potential

shortfalls. Detailed information about this service is found on our website.

Instructions for signing up for Overdraft Protection and setting up email or

mobile alerts are also found on our website.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 consumers reporting agencies.[redacted], I hope this information is helpful to you. Should

you have any additional questions regarding your account, please do not

hesitate to contact us via your Online Banking Profile or call us at [redacted].

A representative will be glad to assist you. Thank you for choosing SunTrust

for your financial needs.Sincerely,Kathy B[redacted]

Review: I Mobil deposited a check to my suntrust account, written from an account that is also a suntrust account holder ( my employer). The funds were pulled from my employers account on May 23rd 2016 but are being refused to be released to me until May 31 2016. After calling and going to the bank I was told they weren't sure why this was happening but that I could not access my funds until May 31 period. Where and who makes these rules or better yet where are these funds?Desired Settlement: Do not put holds on money you can take from one account and put into another account within the same bank.

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've had nothing but issues with Suntrust since I've became a member in January 2016. The reason why I've decided to join Suntrust was for the promotion that was being offered to new customers. (Whoever signed up will receive $100.) However nobody has never told that the credit would be back dated because it never reflected in my balance on 3/24/2016. I've spoken with numerous customer services reps who also stated they didn't see a pending credit after it was supposedly "posted" to my account. However my bigger issue is with the online bill payment. On April 21st, 2016, I've set-up an online bill payment for $439.00 (car paymen) too Santender Consumer. When I checked my account on 4/22/2016 to see if the payment was processed there was nothing showing a pending payment or processed payment. So I went ahead and processed the payment . On 4/22/2016, my car payment was taken out of my account however on 4/25/2016, the first payment that was set-up on 4/21 was pending. I've spoked with numerous Suntrust Reps (once again) and it seems like nobody was able to assist me. I was told to contact Santender and advised what took place. So I called them and they told me there was nothing that could be done because when an online payment is processed there's a 15 day hold. So they told me to call my bank in order to have the payment stopped. I called Suntrust back and once again I was told there's nothing that they could do. They also stated that I need to add the funds to my account so I won't be charged for NSF. I told the rep that two of his other colleagues told me that I shouldn't be charged or I should be able to have the fees reversed. So not only will I have the $36 fee numerous times because I had other pending transactions but there will be $36 EOF applied as well due too Santender will try to process the payment once again. I'm at the point where I want to cancel my account with Suntrust and never recommend this bank to ANYONE...Desired Settlement: I would like for Suntrust to reversed the NSF and Extended Over Draft Fees as well look into the promotion. Also at the time the payment was processed on 4/25/2016, I had funds available to cover all the pending charges. So I would like any credits that's owed to be place back in 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:

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.

[I have not receive an offer on Revdex.com, my email nor has anyone contacted me. So nothing was offered.]

Regards,

Review: On April 18, 2016 I deposited $205.00 in cash at the ATM at the Suntrust branch located at Huguenot and Robious Roads in Midlothian, Virginia. The machine malfunctioned and did not provide a receipt. I logged into my account via my phone and determined the deposit had not posted. I went into the branch and they initiated a claim to receive a credit for the amount deposited. The initial request was denied. I filed a "Rebuttal Form" via Suntrust's process. Despite conversations with Suntrust on 6/20/16 (Dominich), 7/7 (Ron) and 7/29 (Vanessa), I have yet to receive a response to my rebuttal form and Suntrust continues to wrongfully withhold my funds.Desired Settlement: I want my deposit of $205 credited to my Suntrust 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.

Business

Response:

Dear Ms. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding an ATM deposit made to the above referenced account. We appreciate the opportunity to respond. Our records show that, on April 18, 2016, you informed us that an ATM deposit of $205 did not post to your account. A claim, Case 2682440, was established for you,and a provisional credit for $205 was applied to the account on that day. However, our initial review of the matter was unable to locate evidence that an error occurred, and the provisional credit was reversed on May 12, 2016.On May 18, 2016, we received a rebuttal form from you. Rebuttals can take up to 45 business days to review, as was disclosed on the rebuttal form. After a second review of the claim, our investigation determined that the deposit was made. Therefore, a [redacted] credit was applied to your account on August 1, 2016 (statement enclosed),which was several days longer than the originally disclosed turnaround time. We apologize for any inconvenience this may have caused.Ms. [redacted], should you have any questions, please call our Fraud Assistance Center at [redacted] A representative will be glad to speak with you. Thank you for banking with SunTrust.

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: A couple of months ago, I contacted Suntrust bank concerning a checking account that was opened in my name. I called the fraud department and was told someone would contact me within 24 hours. I never received a call. I went to the local branch here in Greensboro, NC and was told someone would follow up by end of business. Didn't happen. I returned to the local branch and the account was finally closed. (The relaxed approach to identity theft is concerning) 2 days ago, my wife and I received a text message "supposedly" from suntrust concerning fraudulent activity on account with a number to call. Upon calling, they requested our 9 digit SS number to better assist us. We did not provide our SS number, but are concerned. My wife nor I have never had an account with suntrust, but are concerned if enough or anything is being done on suntrust' part to protect consumers. TDesired Settlement: Assured Suntrust is aware of the fraudulent activity and reassured no accounts are opened in our names. Training opportunity for associates to have a sense of urgency and respond promptly when consumers are victimized.

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. Kathy B[redacted]Officer, Client Advocacy Office

Review: Failed to properly inform me of account closure, gladly accepted my social security funds, denied me access to funds. Accused me of a bad check which actually cleared my other account, illegal overdraft procedures... No money to feed me or my child... Refuse to assist me.Desired Settlement: Immediate account balance release plus $220.00 for double overdraft charge.

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: Dear Mr. [redacted],

I am writing you to hopefully help resolve what I consider a lack of customer loyalty, and appropriate treatment of my business [redacted] by your bank.

I have been doing commercial loan business with your bank since 2003. I have 4 loans with the bank. The loans are collateralized by the property, but also through a personal guarantee by me and my father– with very adequate net worth. I also have all of my existing home and rental property mortgages and or equity lines with you in excess of $1 million

The [redacted] business revenues have been declining for several years, due to the recession, gas prices, increased competition, and a dire lack of snow (and salt) over the last 7 years, and other factors. I have recently introduced free vacuums to help to turn the tide, and am hopeful for a salty winter. We have never been late on a payment, as the bank draws the amounts owed directly from the accounts. Shortfalls in cash have been addressed through capital calls. The three term notes all had a prepayment penalty.

The four notes are detailed here:

Note # Date Initiated Interest rate Renewal date Original amount Current balance as of November 25, 2014 Anticipated revised interest rate based on current estimates

[redacted]- [redacted] the second renewal 7/28/2010 5.65 July 15, 2015 879,646.39 561,520.67 4.12%

[redacted]- [redacted] second renewal 9/18/2009 6.21 7/15/2014 473,437.51 261,251.97 4.12%

[redacted] first 5 year term 3/20/2009 5.73 3/20/2014 1,568,000 1,160,144.94 4.12%

[redacted] Demand note on raw land 6/16/2004 Prime (Currently 3.25%) none 250,000 98,500 4.12%

Over the last few years I have had conversations with a revolving door of loan officers at the Richmond Suntrust bank. My requests were consistent, to try to refinance the loans to take advantage of the current lower interest rates, and if possible accelerate the renewal of notes and somehow avoid the no pre-payment penalty. After all we – the people-- advanced Billions to Suntrust to enable you to restructure your loans and defray your losses. After extensive conversations with three separate individuals, who all expressed hope that such a modification could be accomplished, I never heard back from them. They had left the bank, no replacement or loan officer had been re-assigned and the effort was dropped. ( [redacted], [redacted] and a lady whose name escapes me)

The Saga of being screwed, Blued and tattooed by Suntrust, to a loyal customer with a record of timely account payment for over 12 years

In early November 2013, three months in advance of the [redacted] renewal, I met with [redacted] and asked if we could initiate the loan renewal for the loan as soon as possible, and if possible accelerate the renewal of notes 18 and 59 to take advantage of the favorable rates. I indicated I did not want the demand note touched because it was hopefully to be sold. We met again in early December and I provided financials etc. for the renewal.

In March I was asked for January and February financials which I sent over.

By Mid March I had gone into default on the 109, and the bank granted an extension at the existing loan rate. I asked that the extension be at the targeted lower rate of about 4%. They said they couldn’t do that.

By July I was to told the underwriting group was backed up (9 months after I had initiated the renewal)

Later in July I escalated the lack of focus on my renewal, asking [redacted] and [redacted] why the loan had not been processed, since I had started in November. [redacted] apologized and said the renewal would be a priority. At that meeting I again asked that my rate be lowered. That request was again denied.

In July I also went into default on note 18, and the bank granted an extension at the existing loan rate. I again asked that the extension be at the targeted lower rate of about 4%. They again said they couldn’t do that.

On August 20 I was informed by [redacted], the Suntrust underwriter, that the loan could only be renewed for 1 year at the 4.12% rate. He could do nothing about the better rates available in January/ February. There were some re- alignment of the notes as they had also included the demand loan amount and were amortizing that over 5 years. I asked for 10 years amortization and they complied with that request in October.

By mid November 2014, the Underwriter indicated the attorney fees and closing costs of about $10,000 for a one year loan would be required, and the attorneys should be ready to close by mid December. I would like to point out that is fully 13 months after I had initiated the renewal discussions with the Bank representatives.

When I asked the Underwriter and my loan officer why the $10,000 of legal and recording costs were required, since all the property was already mortgaged to Suntrust, I was told they needed to reconfigure the loans. I asked if those fees could be waived. I was told by my loan officer they could not be waived as they were hard costs to Suntrust.

Meanwhile I have made payments on time at a higher interest rate for 10 months on the large loan, and each of the other loans. The extra interest costs were in fact hard costs to me. And Suntrust could not renew me for a 5 year term because I was too risky. (Meanwhile they delayed the refinancing almost 1 full year). But all that was OK by Suntrust.

This overall renewal effort has been totally mishandled by an autocratic underwriter who has no care or concern for a long time customer, with otherwise excellent credit ratings. I delayed going to a local bank because I was assured by both [redacted] and [redacted] that while my treatment indicated otherwise I was a valued customer, and that Suntrust would do all they could to make it right. The local bank had indicated they would do the 5 year loan with total closing costs of about $20,000 at competitive rates. I declined to pursue that in May because I trusted what I was told by the Suntrust representatives. Boy, was it a mistake to believe Suntrust.

What a crock! Valued customer indeed! They have certainly not proven that by me.

I would not recommend Suntrust as a bank to any small business owner. Their customer appreciation appears to be NIL. Their service level is exceptionally poor, and their sensibility of fairness is nonexistent.

It has taken over a year to process a renewal on a loan that was renewable in March 2014; all the while I was paying interest that was 2% too high. And then it was to be renewed for only 1 year, not the 5 -10 as requested.Desired Settlement: What should Suntrust do? If I am a valued customer and this is how you treat me, how do you treat others? Fix this mess. Make it work.

Refund the excess interest I have already paid. Clear up my credit rating. Lower my interest rate to what it could have been if you had renewed it in November/ December time frame. Renew the loan for 5 years for [redacted] and **. Renew the [redacted] for 10 years as discussed in November 2013. Keep the demand note as a demand note. Perform the closing at no cost to me.

Excellent customer service would be to define a better answer than those I have proposed above, but I very much doubt that will happen.

I would be very happy to discuss this with you. You obviously need a customer advocate. Given my extensive experience at being screwed by you perhaps I could provide some consulting advice on what NOT to do. And if you are not aware that this type of treatment is happening to your valued customers, you certainly should be, and you should be ashamed.

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.

Consumer Financial Protection Bureau Case [redacted]

Review: I have had an auto loan with Suntrust bank since mid 2012. Payments for the loan are automatically deducted out of my checking account at the beginning of each month. During the past 2 1/2 years, I have occasionally made additional online payments ON TOP of my regularly scheduling payments, assuming that they were going towards my principle balance. I have made $3,504.07 of additional payments this year (2016) alone. After researching my balance, I have realized that interest was taken out of my monthly payments (as expected) as well as every additional/extra payment I have ever made. I visited a local suntrust as well as called customer service. I was told that "because of the simple interest loan contract that I have, any additional online payments would have interest taken out, no matter how much is paid in excess of the regular monthly payment" and that "the only way to make a principle only payment is by walking into a Suntrust bank with cash or check in hand and telling them that it is to be paid towards the principle". I feel that this is a very evil and sneaky practice of overcharging interest for the consumer who they know is trying to pay off a vehicle early. And on top of it all, their paperless online statements will not show you a balance history, making it impossible to see what your past monthly balances were. I feel that they do this to hide the fact that interest will be taken out of any extra payment that is made online. During my phone call with customer service, I asked if they can go back and apply 100% of my extra payments towards my principle balance, knowing that those were my original intentions. I was told that they could only adjust payments over the last 60 days and that the extra interest money could not be recovered. At the very least I should have been notified that I was over paying by using their online payments. In my opinion this is a bad business practice, if not criminal at the very least.Desired Settlement: I would like a list of my complete payment and balance history (which they said they are already mailing to me next week) and more importantly, I would like them to take the paid interest amount from all of the additional/extra payments and apply them towards my principle balance, because I'm sure that they knew that those were my original intentions.

Consumer

Response:

I logged in to my online banking this morning and they appear to have fixed the discrepancies with my Principle payments. Thank you all very much for your help!