SunTrust Bank

Review: I called the bank to let them know that I had no access to the Internet accounts of the final bill payment. Miss [redacted] long told me that there was nothing that she could do and that the bank was not going to do anything that I had to pay them back the money no matter what happened. not use that account number 3 months and I explain to them what has happened and the bank basically told me that they did not care what happened I did not care if I was homeless and they were not going to waive the fees that I was going to absolutely have to pay everything and I told them basically that to freeze the account and to not let anything go in or out of the account. I explain to them that my information got stolen and they did not care about that.I asked him to put a freeze on the account [redacted] so therefore this bank SunTrust steal from people and they do not care someone needs to do something $34 fees and you call them and let them know what happened and I told you that there's nothing I can do about it because it was already scheduled and that there sorry what kind of Bank is this stealing from the customers.Desired Settlement: I want the account closed and I don't want nothing to do with a can take the two hundred and $4 and considered a settlement there's nothing else I can do about it I have no other money coming in. I just want the account closed and I just want them just to take the 200 for a liver they've already taken 204 from me last month and I called and let them know what was going on but [redacted] long told me there was nothing ever going to do and that I can make payment arrangements to pay them back for something I had no control over this bank steals and there a thief and I'm going to the federal consumers agency to let them know that this bank still.

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: someone hacked my account and had fraudulent charges. I opened a new account got my new cards. they charged me overdraft charges when I had money in the bank. I had a deposit to clear and they took it back out and put a hold on my deposit for 10 days. the deposit was made off their bank.

they would manipulate my balance to charge me overdraft charges when I made deposits the same day. they had missed deposits I made of thousands of dollars into my account and charged me almost 700 dollars in overdraft charges. they resolved some of that with reluctancy.

thru out my account cash deposits would not be credit same until until after pending transaction were overdrafted for the day and then all my deposit would be gone paying the overdraft charges.Desired Settlement: I would like my account reviewed and my money paid put in overdraft charges 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.

Review: I cashed a personal check from a closed account. When I was informed by the person who wrote the check I advised the bank several times. I was told it is all taken care of. Now I got my bank account closed and SunTrust has withheld my funds. I can't pay bills or cash checks. I find I am treated poorly by a simple error.Desired Settlement: I would like an explanation and I would like my money back with no fees.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Mr. [redacted] by letter on March 9, 2015. If you have any questions about our response, please contact Mr. Greenstein. Sincerely, [redacted] ·Vice President and Manager Executive Services

Review: While refinancing our home loan with Suntrust, my husband and I opened a joint checking account with a $[redacted] cash incentive.I went into the bank to open this and several other linked accounts The process took almost 2 hours, which seemed unnecessary but I never complained.I was told we had an acct type which included the following benefits: 1) an additional checking acct at no cost 2)monthly identity theft protection for free for either me or my husband {the person who opened these accts proclaimed herself to be my "pe[redacted]" and was going to call me back in a week to find out for which of us to set up this service} 3)a starter set of 30 checks for free for the main checking acct.None of these benefits have been put in place correctly.About 6 weeks after opening the accts,I still had not received the checks in the mail,so I called Suntrust.I had also been charged a monthly fee for my supposedly "free" checking acct.After about 30 minutes on the phone, it was verified that my check order had never been sent and they could not resolve these problems over the phone. So I had to plan childcare arrangements for my 2 older children and take my newborn into the bank to resolve this in person.They sent in the order for my checks, and then refunded the fee for my checking acct.All seemed to be resolved, and she promised to call me within 10 days to make sure I got the checks. She was also supposed to call me to plan/set up regular transfers between my checking/savings accts.She has never called me to discuss or ask anything.After several months of continuing to be charged fees for my secondary checking acct, I went into a different branch on 9/13 to close all the accounts.I told the [redacted] my problems and she stalled, didn't attempt to solve any of the problems.She said she needed to call and "make sure" my home loan rate wouldn't be affected if I closed the accts.After she was "on hold" for 20 mins, I mentioned the Revdex.com and she then asked about our $[redacted] credit. She clearly didn't listenDesired Settlement: I want a complete refund for all the monthly fees I have been charged. I would also like a guarantee that either I will receive all the benefits I was promised (b/c those benefits were the only reason I was going to switch over to Suntrust for personal banking) or I would like a promise that I can close the accounts quickly with no gimmicks or stalling. I have 3 young kids and I don't have time to waste!

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 promised courtesy refunds for both of my checks but I only got one. I have explained my situation and I got promised something that I didn't getDesired Settlement: I want both 36 dollar fees credited to my account

Business

Response:

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

Review: My account was previously linked to my [redacted] account but was removed. Several recurring charges that were sent through [redacted] erroneously charged to my Suntrust account instead of my Wells Fargo account. Desi [redacted], my banker at the time, stated she would take care of it as customer service only refunded 3 of the fees and there were about 6. Two weeks later, I called for a resolution and Desi was no longer with the company. The then branch manager said she would look into it. A week after that the branch manager was replaced and the account closed with a negative balance. This was an error from [redacted], who refused to pay the fees because they did not charge any and Suntrust is refusing to remove the fees even after admitting the transactions were knowingly unauthorized. Several times now, I stated that I would pay the balance in exchange for having the information removed from my Chexsystems file because it looks like I purposely overdrafted the account when I did not as it was [redacted]'s error. I have complained to the Consumer Finance Protection Bureau as well as posted on social media and spoken to the Customer Advocate, Sherry [redacted], and they are continuing to just say they aren't going to do anything about it because [redacted] should pay the money, which they aren't because they didn't charge the fees. I am in the process of suing Suntrust in small claims court. I could careless about the money honestly but I'm not going to stand for this being listed on my Chexsystems report for 5 years due to [redacted]'s error and Suntrust's inability to follow their own policy about unauthorized transactions.Desired Settlement: I would like the fees refunded as stated by banker Desi Hinova and any remaining balance, I will pay immediately for removal of this information from my Chexsystems report. Otherwise, we go to court.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondences forwarded to us from the Revdex.com and the CFPB regarding transactions from [redacted] and our reporting of the account referenced above on your credit file. Once again, I appreciate the opportunity to respond. As explained in my last response to you (copy enclosed), our records show that this account was closed on July 24, 2015 with an outstanding balance of $259.68 ($229.68 plus a $30.00 administrative fee). The·reporting is accurate, and the debt is currently being · collected by Regional Adjustment Bureau (RAB) on behalf of SunTrust. You also mentioned that transactions from [redacted] were sent to SunTrust in error, and we suggested that you contact [redacted] to resolve this issue. In your correspondence you stated you were promised refunds. As a courtesy, the branch representative you spoke with on July 2, 2015 refunded three $36.00 overdraft fees to your account (statement copies enclosed). I have spoken with a representative of our Demand Deposit Account (ODA) Recovery Department on your behalf. We are willing to accept a settlement of $148.35 ($37.02 true Joss plus $111.33 which represents half of the fees owed). Upon receipt of this payment, we will waive the remaining $111.33 balanc~ due and report your account as paid in full. Ms. [redacted], we hope the information provided is helpful to you. If you would like to make payment arrangements, please call our DOA Recovery Department at 866.390.6375 or visit any SunTrust branch. Our representatives will be glad to help you. Sincerely, Sherry R. F[redacted] Vice President Client Advocacy Office

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.

Considering that this was the result of unauthorized transactions, to ruin my Chexsystems file for unauthorized activity is not acceptable. I will only accept a settlement that removes the record COMPLETELY from my file. I will not accept an update of paid in full, no matter how much you deduct from the amount. I will only accept a complete removal. At this point, it is in Suntrust's best interest to accept the amount $148.35 and delete the record or they can get nothing at all and leave the record there. The blemish doesn't hurt me financially in the long run. It's an annoying blemish that just shouldn't be there. It would be Suntrust's loss if they continue to hold onto this report as my next step will surely be a lawsuit to both Suntrust and Chexsystems.

Regards,

Review: I have had this problem before with my bank (suntrust) and frankly I am tired of paying fees my account was overdrafted for 74$ after a $0.19 charge was made I didnt complain I paid the fee then I was charged 67$ for a 8.99$ purchase ok again I called and asked them about the transaction and found out that somehow I had overdraft "protection" on my account I right then told them that I would like to remove all forms of overdraft from my account they said no problem [redacted] now I check my account balance even it there is nothing in my account and this morning there is a -49$ balance im asking myself how is this possible I call the bank and they tell me ok you made a cash deposit of 103$ ok my phone bill was 102.22$ then they tell me and u have a maintenance fee of 7$ which I have never had being that I have direct deposit from my employer then they say oh and there was a charge of 8.99$ the exact same charge I spoke with them about before I said ok how is that possible with no overdraft on the account they tell me that since I authorized the 8.99$ months ago to reoccur they paid it what I dont understand is if I dont have overdraft on my account why are they still allowing transactions to be made authorized or not if there is no money in the account im going to pay the fee once more and I know that by my payday it will be much more but I want other customers to know that just because you decline overdraft they will still overdraft your account and find loop holes to dig deeper in your already empty pockets its ridiculous I trust them with my money and I trust them to protect my money but they just find ways to take my money I will be glad when their thevish ways are stopped because this is unacceptable from a bank or and institution for that matter -[redacted]Desired Settlement: For no overdraft to mean just that NO overdraft some pleople dont like to spend money they dont have

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.

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,

The bank has refunded all of my overdraft fees as well as the maintenance fee but still has no way of stopping overdrafts which is unbelievable

Review: Shady business practices, illegal action, failing to honor contract , unfair trade practices, breach of data, fraud foreclosure Our and eviction which resulted by loss of my husband life,monetary , physical mental and emotional distress and damages to our credit status.Our loan with Sun Trust is a [redacted] secured with our primary residence and me and my husband is also a primary loan holder.Because of the law that [redacted] and [redacted] alldebt from 2006 to 2012 secured by a primary residence by the primary loan holder is forgiven as long as it is reported.The money I borrowed from Sun Trust was used in operating a restaurant business in 2006 to 2008, and closed my business in June 2009 because Sun Trust Suspended our [redacted] because we are two months behind in our loan which is a combination of fixed and variable rate.At that time I was not aware of the law but after counseling in [redacted] and reviewing my hardship letter the counselor told me that why I am paying something already paid? And I research and found the truth and still I ask my accountant why the bank keep billing me and told me as long as you are paying the will get it. Then I complaint with the credit bureau about our account with Sun Trust and [redacted] investigated my complaint and deleted my account with Sun Trust and closed it in my credit report in Feb. 2011. But in 2012 according to the copies that I got from the probate court after the evicted us for fraud in 2013 that the sold the house without our knowledge and force my bedridden husband out in our own house that we owned and lived for 30 years. The loan has a maturity date and is 2026 in our contract and they should not be worry for the had reported this account to the government like I do reported it also in 2010 Income and reported in 2011 Income Tax Return my accountant attached the [redacted] because after the assessment of my financial condition I am insolvent.Desired Settlement: I want my house back.

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: THIS COMPANY HAD REPO MY CAR WHEN I WAS ONE PAYMENT LATE I HAD PAID LATE BY NEVER REFUSED TO PAID AFTER 6 YEARS PAYING THIS CAR. NOW AT THE END OF MY DEBT THEY OR UNETHICAL ON THE WAY THEY ARE HANDLING THIS ISSUES. WHEN MY CAR DISSAPIAR I CALLED THEM AND ASKED WHAT HAPPEN AND THEY DENIED THE REPOSSETION OF MY CAR. I HAD CALLED THE POLICE AND REPORTED THE CAR STOLLEN BUT THEY TOLD ME THAT IS WAS NOT STOLLEN THAT WAS (REPO). THE WAY THEY HANDLER EVERYTHING THEY DESERVE TO BE IN COURT FOR INJURIES TO MY HEALTH.Desired Settlement: WILL ACCEPT AN APOLOGY AND A EXPLANATION OF WHY I WAS TREATED AS AN ILLEGAL BECAUSE I'M NOT. AND I KNOW MY RIGHTS. LOOKING FOR A ATTORNEY TO TAKE MY CASE.

Business

Response:

Re: Vehicle Loan Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the repossession of the vehicle that secured the above referenced account. We appreciate the opportunity to respond. Our records reflect that your September 2, 2014 payment was not received, resulting in each of the payments that followed to be one month late. A copy of your payment history is enclosed for your review. We notified you of the possibility of repossession of the vehicle in our letter to you dated December 10, 2014 (enclosed). We did not receive the requested amount to bring the account up to date by December 26, 2013 as indicate in that letter. Therefore, the vehicle was noted for repossession and was taken on January 3, 2015. Although we received your payment of $550 on December 30,2014, the account remained past due. On January 6, 2015, we received the payoff amount of $3,493.54. After the payment was verified, the vehicle was released to you on January 6, 2015. The payoff for your loan was processed and satisfied on January 15, 2015. It is SunTrust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible and non-discriminatory manner, and in compliance With all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our Clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations. We take allegations of unfair, deceptive or abusive acts and practices seriously and do not tolerate these actions from any employee. Ms. [redacted], we hope the information provided is helpful to you. If you have any additional questions, please call us at 800,SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to assist you. Sincerely, [redacted] Officer Client Advocacy Team

Review: I was a Suntrust Bank Customer and I deposited a Suntrust check for $400 with another bank [redacted] then closed my Suntrust ac as I no longer need. When I checked with [redacted] for the $400 confirmation they mentioned that they did not receive any mobile check deposit request. However, Suntrust bank deducted my money and claimed that the transaction went through but they are not showing the correct evidence that the [redacted] bank withdrew the money. If the Suntrust Bank shows the evidence then I would contact the [redacted] bank for my money. I reported this issue with a manger [redacted] Suntrust Bank located [redacted] Phone:[redacted] and many times followed up but not correct evidence reply from her.Desired Settlement: We just need our money $400 back from Suntrust Bank

Business

Response:

We responded to [redacted] by telephone on July 24, 2014. There was

no letter sent because the client, with the assistance of the Branch Manager on

[redacted], found out that the funds had gone to his [redacted] account. When

making the telephone deposit, he had inadvertently used the incorrect receiving

institution.

If you have any questions, please feel free to contact me at

[redacted]. I will be glad to speak with you. Thank you.

Sincerely,

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: In the beginning of the year I was a victim of identity theft. So after this incident occurred, the company decided to administer a block on my newly issued bank card. If it's used outside of the Southeast region, all charges are automatically denied. The problem with this is I'm a flight attendant and travel all over the U.S. When the block first occurred, I informed the customer service rep that I DID NOT WANT THE BLOCK. She told me it's for my protection and basically I had to accept it. I was told that whenever I travel to call SunTrust every 30 days and inform them of the states I would be visiting and that would allow me to make purchases. Once again I felt this was a ridiculous request considering my occupation. On 12/15/14 while in California, my card was declined at a clothing store. I called the fraud department at SunTrust and explained to [redacted] (customer service supervisor)the situation of having my card blocked and requested to have the block removed. I questioned her whether this was a legal action despite my decline of "preventive fraud" and the inconvenience of having my card blocked while shopping put on me. She insured me the block would be removed and a travel update for all 50 states would be entered into the system. After I spoke with her I received text messages from SunTrust trying to verify if I was attempting to make purchases at particular stores. Three hours later I attempted to pay for my dinner, only to have my card declined again! Once again I called SunTrust and requested to have the block removed. Another supervisor; [redacted] informed me that I didn't have the authority to deny the block from my own account. I let her know that I would be continuing to travel around the country and did not want to encounter another block on my account. The block was removed but I'm not sure of what future problems I may encounter when trying to spend my money from my bank account. In essence, SunTrust has taken it upon themselves to dictate when, where and how I spend my funds.Desired Settlement: DesiredSettlementID: Other (requires explanation)

First, I want the block permanently removed from my account so I can spend my money at my own leisure. Second, I want some written proof that blocking a person's account without and against their authorization is legal. And last, I feel that [redacted] should face disciplinary charges(including termination) for not providing the customer service she promised to. Because of her lack of doing her job, I experienced having my card declined twice in one

Consumer

Response:

Business

Response:

Re: SunTrust Debit Cards ending in [redacted] and [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us by the Revdex.com regarding security holds placed qn the above referenced cards. We appreciate the opportunity to respond. You indicated that, as a flight attendant, your occupation demands travel to all parts of the UnIted States, We certainly understand that security blocks on the cards issued for your use to access funds in your SunTrust accounts can be frustrating and cause you concern. You have requested that we permanently remove any blocks on your cards. SunTrust recommends, but does not require, that clients notify us In advance of domestic travel. The purpose of this recommendation is to minimize the possibility that a client's transactions will be flagged as potentially fraudulent because of a change in the geographic transaction pattern for that client. It is common practice in our industry to monitor card-based transactions for potential fraudulent activity. In some instances, a change in the geographic pattern of a client's transactions can be an indicator of fraud and can result in a hold being placed on the card. When we are made aware of a client's travel plans, we can take that information Into account when interpreting What otherwise may appear to be out-of·the-ordlnary transactions for purposes of fraud monitoring. Our records reflect that a notice has been placed on your account stating you frequently travel the 50 states for work. While this notice is in effect for debit card usage In different locations, the system also notes spending patterns, and we cannot· guarantee that a security block will never be placed on your cards. [redacted] January 2, 2015 Page 2 To further protect against the inconvenience of unexpected security holds, SunTrust has recently provided clients the opportunity to receive fraud alert texts 24 hours a day in conformity with the Telephone Consumer Protection Act. You may sign up for these fraud alerts the next time you sIgn on to your Online Banking Account. The texts can alert you to suspected fraud on your account or debit card and will provide a telephone number to call to release any security hold if the transaction was not fraudulent. We regret that you feel you did not receive the excellent service that you expect and deserve when you contacted us regarding the security hold placed on your account. We show the account was unblocked as you requested; however, the next transaction resulted in a new block being placed. Your feedback is important to us, and your comments about this matter were forwarded to the appropriate management areas, Ms. [redacted], you are a valued client, and we hope this information is helpful to you. If you have any additional questions or concerns, 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 will be glad to assist you. Thank you for banking With SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

Review: I have a bill pay account with Suntrust. I scheduled a Check payment of 150. to be sent to My ESCROW TAX ONLY account, Suntrust instead sent and electronic payment to my monthly mortgage account. on the 3rd of March.Desired Settlement: The Accounts are 2 different accounts and electronically transferring an unauthorized amount to my general account does not pay my Escrow account. My escrow account is still short the 150.00s.

I want the unauthorized electronic payment rescinded and the money refunded immediately to my account. More over When I pay my ESCROW ONLY account the check should be issued to ESCROW ONLY.

Business

Response:

We responded to [redacted] letter on April 15, 2014. If

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

Sincerely,

Consumer

Response:

There is no offer being made. I asked that you (Revdex.com) be kept in the loop and it seems they are locking you out. I have therefore attached the file they sent. which doesn't say anything about resolving or addressing the erroreous bill payment. Further more I am not in [redacted] at the time so sending any thing to my [redacted] P.O. Box does not reach me. That's why I asked that any responses be sent to Revdex.com. I am asking Suntrust to share their responses with Revdex.com. I am doing so in writing here an authorize this communication.

I have no knowledge of what the banks response is. I will update the mailing address, but I request that the responses be sent here.

Thank you

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us by the Revdex.com. We appreciate the opportunity to respond.

You indicated that the resolution proposed in our correspondence

to you dated April 15, 2014 ([redacted]) that you contact [redacted] to correct

the payment which you wanted to be credited to your escrow account, was not

satisfactory. Your online banking transaction to which you referred was

processed correctly. In our contact with [redacted] we were advised that there

is no way a payment can be made online to your escrow account and that [redacted]

[redacted] will be glad to assist you in transferring the amount to your escrow if

you would contact them. The [redacted] Mortgage Service Department can be

reached at [redacted].

[redacted], SunTrust send the fund to [redacted] to the account

you requested in your transaction. We called [redacted] to requested that they

move the $150 to your escrow account. We were informed that any changed or

corrections at [redacted] will need to be handled by you directly. We trust this

information is helpful to you. Thank you for banking with SunTrust.

Sincerely,

Dear [redacted]:

We have received your correspondence forwarded to us by the

[redacted] and the Revdex.com regarding an online bill payment. I appreciate the opportunity

to speak with you and to also provide this further response.

You stated your March 3, 2014 payment to [redacted] was place

through our Online Bill Pay system and it was incorrectly applied to your

mortgage account and not to the intended escrow account. Our records reflect

that you set up this transactions with an address for [redacted] which is

different from the one that you use for your regular monthly payments.

Unfortunately, the service that sends the funds used the managed biller address

based on the name of the biller, [redacted]. This address is provide by [redacted]

[redacted] to our service and is not something that we can change. You mentioned in

our conversation that on a previous occasion, a payment you mailed for your

escrow using the same address you entered for this transaction arrived and was

credited to your escrow without issue. Please understand that when you send a

check in the mail, it is processed in a different manner at [redacted].

Unfortunately, we cannot refund the $150.00 as it was sent

correctly as you have ordered and the funds reached [redacted] to the

correctly indicated account.

[redacted] was contacted and we have confirmed that

there is no way to designate an escrow payment on a bill pay system. However,

they do not have a website that will provide you with an online system to make

the payment. That website is [redacted] and there is a place in the upper

right corner of the page to sign up for the mortgage information and to make

payments.

The Mortgage Service Department at [redacted] can be reached

at [redacted] or [redacted]. There representatives will be able to assist you and

they have stated that you can request the transfer for the $150 to your escrow

account and they will be glad to do so for you. Due to account privacy

regulations, [redacted] would not be able to accept our instructions to do this

on your behalf.

We regret the inconvenience this matter has caused and

further, that you were not satisfied with the service you received when you

contacted us online about this matter. Please be assured your comments

concerning that service were forwarded to the appropriate management area. **

[redacted], you are a valued client and we hope this information is helpful to you.

If you have any questions or concerns regarding your account, please do not

hesitate to call us at [redacted] or visit any SunTrust Branch. A

representative will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Consumer

Response:

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

Review: I lost my job of 25 years because the medical clinic I worked for closed.I send in a request for a permanent loan modification in spring of 2013.Suntrust mishandled my paperwork. They would claim I did not sent the requested paperwork, when I did. I filled out their 710 over a dozen times. I would fax it to them and mail it. The last time I heard from my agent was in August 2013. I contacted them in the beginning of 2014 only to find out they closed the request claiming missing paperwork. I resubmitted the request and was assigned a new agent. Same issues with mishandled paperwork that was missing. How do they lose two copies of everything. December 2014, They denied my request with no reason. But approved a short sale. They also sent someone out to take pictures of my house and charged me $95 without informing me of a charge for a modification request. Making money off of my hardship. I am on a temporary modification that will end in Sept 2015. I resubmitted my request and this time asked them to consider the temporary modification as a test modification, to prove to them that I can remain current if they lower the monthly payment permanently. Again they sent someone to take pictures and now I owe a total of $225. There shouldn't be a charge to a customer. I need a modification to keep my home, now more charges. I was denied again. The reason: "request not approved" They wrote: If my income increases I may resubmit a modification request. I lost income because I lost my job. This makes no sense. I feel they have given my false reasons for not modifying my loan. During each request I received robo phone callsand other calls verifying my address. I feel that I have been harassed.I sent a letter May 1st 2015 asking what my new monthly payments will be starting sept 2015. I received a letter stating they are "unable to calculate the payment prior to the loan amortizing in sept 2015" What does that mean. They can't give me advance notice on the new payments. How am I suppose to prepare.Desired Settlement: I want the $225 removed. I want my loan permanently modified at or below the current $693 monthly payment. So I can remain in my home. I have proved (thru the temporary modification)that if the payments are lowered I can make the payments. My current income and bills should be proof enough before I get behind on payments and can't catch up. I also proved my hardship.I want to know now, what the payments will be starting Sept 2015.A person needs a reasonable amount of time for the change.

Business

Response:

Dear [redacted]:This letter is regarding the correspondence that was

forwarded to our office from the Revdex.com (Revdex.com) regarding the

above referenced loan. We appreciate the opportunity to look into the issue

raised and to provide a response to you.Our records show that on March 13 and May 26, 2915, we

researched your concerns and provided the [redacted] response with [redacted].We also show that your account was reviewed on several

occasions in 2013 and in the beginning of 2014 for loss mitigation workout options.

On each occasion, no decisions was made on the file because we did not receive

a complaint loss mitigation package. Some of the documents that were missing

were the 710/Uniform Borrower Assistance (UBA) from (signed and dated), the

hardship letter, documentation to support income disclosed on the UBA form as

well as documentation to support the hardship disclosed on UBA form.In September 2014, we received a full mitigation package. On

October 1, 2014, we completed the review of your file. We were unable to assist

you with a retention option because we were no able to reduce the payment and

adjust the terms of the loan to make it affordable based on investor

requirements. But, you were approved for a Conditional Short Sale and a conditional

Deed in Lieu. [redacted] is a copy of the Evaluation Notice. When you did not

accept the liquidation options offered your loan was removed from loss was

removed from loss mitigation on November 18, 2014.We do not show that your account was active for loss

mitigation review in December 2014. The loan was reactivated in the beginning of

January 2015, but after reviewing your file the decision on your file remaining

the same.In our letter dated March 13, 2015, we advised you that the

UBA you completed, on page 4, item 6 stated that “charges associated with the

servicing of my loan may be billed in the form of a corporate advance and will

appear on my periodic billing statement this included the cost for a Broker’s

Price Opinion (BPO)”. Since you were advised of the fee, you are responsible

for paying the BPO valuation cost totaling $225.00. Thus, this fee cannot be

waived.At this time, your monthly payments consist of interest only

monthly payments in the amount of $693.29. On October 1, 2015, your payment

will amortize thus you will be making principal and interesting payments. As of

this date of this letter, the new payment amount is not available. Once the new

payment amount has been calculated and the system updated, you will be notified

by mail.Please understand that based on the last review of your

account you are not eligible for a loan modification. Since the account is current,

you may want to seek refinance options. For more information about our

refinance options, you may contact our Consumer Direct Department at [redacted]

Monday through Thursday from 8am to 8pm., Friday from 8am to 6pm, or Saturday from

9am to 1pm ET. You can also consider liquidation options previously offered you

in the last Evaluation Notice. If your income should increase, you may reapply

for a retention option by contacting the Home Preservation Client Representative

(HPCR) [redacted] at [redacted] ex [redacted] Monday through Friday from 8am to 10 pm

or Saturday from 9am to 3pm. If [redacted] is not available another representative

will be happy to assist you.If you have any questions regarding this letter, you may

contact our Mortgage Escalation Resolution Team at [redacted], Monday through

Friday from 8am to 6pmSincerely,[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.]There is no legitimate reason they can't modifiy the loan since I have proved on the temporary modification, that I can make the payments. They are just giving me excuses. They would rather take my home instead of helping me save it. I have proved my hardship and proved that at a lower payment I can remain current. Agent Vanessa meadow told me not to pay the extra fees. I never received the march 13th letter stating the fee and I want a copy of this letter sent to me. Why did they do a BPO valuation twice? they had the information and did it a second time and charged me more.I am making regular payments and I see no reason why they can't inform me of my new payments starting Sept 1st. They are not giving me advance notice and setting me up to fail and lose my home.

Regards,

Review: This bank has the worst customer service ever! they arrange it so your account looks like it still has money and then charge you overdraft fees before the charges (that have been pending and have been removed from your balance already)clear. Then when you dispute it they give you some crazy excuse (that does not make any sense)about what I see on my mobile device and what I see on their website on my electronic statement is not the same thing they see on their end. ok, so clearly they are deceiving the consumer to charge them unnecessary fees and make money that way on their "free" checking accounts. 3 weeks ago I got $72 worth of fees that no where on my printout shows why they were charged. putting my account in the negative making another charge NSF and charging another $36.I went to the branch nearest to my job to ask why? and the lady there said she would call my branch and call me back. Then nothing, no call no reason nothing.3 weeks later they hit my account with $180 worth of fees. I checked my account on Thursday night around 9:30pm and it was in the negative $45 I make a deposit at 7:30am to make good on what had just come in and was still pending plus other outstanding items and I was $283 in the negative at 7am. does this bank have minions working overnight posting these charges? this is unbelievable. I work 2 jobs to support my family and it turns out almost everything I make on my second job is being taking away by Suntrust to pay for these ridiculous fees.Desired Settlement: I want my $252 back so that I can go and open another bank account in a credit union where they actually care about the consumer and not rob them blind.

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from **.[redacted]. [redacted].

We sent a letter today to **.[redacted] to address the issues she brought forth to the Revdex.com about her account. Therefore, we are closing our file on Revdex.com Case # [redacted].

Please not that our overdraft policy is disclosed to clients in our Rules and Regulations For Deposit Accounts and our published fee schedule (provided at account opening and online at suntrust.com)

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

Sincerely,

Review: Hello, my name is [redacted] My date of birth: [redacted] and social is: [redacted] . I received my tax return in the amount of $4,315.00. Do to a domestic violence situation I moved in with my brother [redacted] who deposited my check into his account. No one at the bank said he could not. At this time they have closed his account as of March 5, 2014. My check was never cashed but was being held. A represenative for the bank stated that they were to send the check back to the IRS and I would receive a new one mailed out to my current address in which I did a change of address with the postal service and IRS. When calling the bank we have yet to get any results. My brothers name: [redacted] Acct# [redacted] with Suntrust Bank.we understand bank policy even though it was never stated that he could not deposit my check after I did not have my identification.Desired Settlement: To have my check sent out to me

Business

Response:

Re: Revdex.com complaint #[redacted]
SunTrust has responded to our client( [redacted]) 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.

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

Regards,

The third party information was sent off. The information will be resent. At this time we have not heard anything from Suntrust on this matter.

Review: I was researching my credit report and noticed there was a charge from Sun Trust on my account. I have tried calling the bank and also another number they gave me to get this issue fixed. They DO NOT have me on file as ever having an account with them. They WILL NOT take this charge off my account unless I go through Fraud department which they CAN NOT do anything about because I DID NOT have an account with them NOW or in the PAST. I would like this charge taken off my credit report. It is NOT my bill NOT my account NOT my problem. THEY messed up but yet THEY WILL NOT fix this problem. Maybe you can. I even gave them permission to get my credit report to see that it's on there but they won't do it. I would like for this matter to be resolved as quickly as possible. Why is it so easy for them to put it on MY credit report but I have to go through hoops to get it fixed? If they don't have me in the system how can they put it on my credit report but yet can not take it off?Desired Settlement: Would like for this bill to be taken off my credit report stating that it was mistaken identity and NOT my bill.

Business

Response:

Dear Mr. [redacted]:

This letter is in response to correspondence we received from the Revdex.com Serving Central Virginia, Inc. regarding your credit report. We appreciate the opportunity to assist you with this matter. However, we will need additional information from you.

I attempted to contact you on July 3, 2013, and left a message with the person that answered the phone and provided my direct number requesting that you return my call. I also left you a voice message on July 5, 2013.

We will need the following information from you before we can investigate the credit reporting. Please provide us with your complete Social Security number and a copy of the credit report that is showing information reported by SunTrust. I have enclosed a postage-paid envelope for your to use in sending this information to us.

Mr. [redacted], once we receive the requested information, we will be able to continue our investigation and provide a response. Should you have any questions, please call me directly at [redacted] I will be glad to speak with you.

Sincerely,

Review: I met with [redacted] at SunTrust Broadway Branch for options of checking accounts. I opened a checking account that had no minimum balance requirement and no maintenance fee based upon payroll direct-deposit.In spring 2012, I attempted to use my debit card in Sevierville after a weekend retreat and the card was declined for a $30 gas charge. According to my records, there were sufficient funds and was alarmed about my account. The following day, I met with [redacted], SunTrust Gray Branch and inquired if anything had changed on my account. [redacted] told me that nothing had changed but he would tie my checking to my saving account so that it would automatically transfer funds and no fee was mentioned for this service.April 2013 I attended an annual weekend retreat in Pigeon Forge, and before I left town I attempted to use my debit card for a $20 gas charge but the card was declined for insufficient funds. According to my records, there should have been several hundred dollars in my checking account and I was unnerved. I immediately drove over to SunTrust Gray Branch to speak with the manager but he had left for the day. I explained what had transpired to two bank tellers and one instantly discovered the problem. She asked, Did you know that a $17 maintenance fee has been withdrawn from your account since November 2011? I told her emphatically that I was unaware and would never agree to any maintenance fee on my checking account because my monthly budget is too tight to withstand.I feel there was a breakdown in trust and communication on the part of [redacted] in April 2012 which triggered the devastating effects to my checking and saving accounts. When I met face-to-face with [redacted] in April 2012 and asked if there had been any changes to my checking account, he was remiss and I am the one who has suffered dire consequences. Because of his negligence as a bank officer, my checking account was overdrawn $17 and my saving account was systematically penniless.Desired Settlement: Refund of all the money taken by SunTrust without my knowledge or written consent on my accounts.

Business

Response:

We have sent a response to [redacted] dated May 28, 2013. If you have any questions, please feel free to contact me at [redacted]. I will be glad to speak with you.

Thank You,

Review: To Whom it may concern,

I have an auto loan with SunTrust Bank and recently changed my primary financial institution to [redacted]. I went into my local branch in August to fill out the [redacted] forms to ensure my next payment would be made with [redacted]. I called a few business days later and was assured that my payment would be taken September 4th. In mid-September I received a late notice that stated I still owed for that month. I called the customer service rep and she explained that it could take 60 days and waived the fees because I wasn't told I would have to wait. I was again assured that my payment for October would be taken care of via[redacted]. Today I arrived home to find another late notie in the mail. I called the number on the notice and spoke with [redacted] in collections. I explained the situation and she stated that my [redacted] for October was rejected but she couldn't tell me why. She then said that she couldn't waive my late fee because it was waived last month. I explained that I've given all the information and nothing should be rejected but she still said nothing could be done. The part of the conversation that angered me was that she pulled my [redacted] information that I had given last month to pay for September and couldn't give an explanation as to why she could take my money manually but not automatically. I went to the branch, explained the entire issue and the branch manager called someone to help. It came out that the person that received the fax in August placed a 3 instead of a 1 in the routing number and that is the reason for the rejection. Why couldn't [redacted] have looked at that while on the phone with me? She clearly had the correct number as that's what she used to pull from. Also, why am I paying fees for an employee error? I gave EVERYTHING I needed to in August and I continue to receive misinformation on the phone. This will be the last loan I get with SunTrust because it's not worth the hassle. I was going to complain via the website, howeve since I only have an auto loan I do not have an Online Banking sign in and have no way to complain directly.Desired Settlement: The information was faxed again. Please have it changed in the computer for my November payment. Also, I would like the late fee refunded as this was an employee error and the information given in August was correct.

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 requested Suntrust Bank bill pay to make a payment for my rent to be delivered April 3rd, it was received April 8. I was charged $27 late fee from rental company. I requested a check for May 1 to pay same rental company it was received May 5th. Suntrust tells me they are not paying the late fee and the rental company will not budge. Suntrust guarantees the check to be delivered the date I requested delivery. They have not lived up to their service and I have to pay for it. I wonder how many times in the last four years my rent check was late and my landlord didn't mention it to me. I have banked with Suntrust since 1990 and acquired the account as a workplace account. I had no idea Suntrust was so inefficient regarding my money.Desired Settlement: DesiredSettlementID: Refund

$27 late fee I paid.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the late receipt of your rent payment you made when using our Online Banking with Bill Pay service. We appreciate the opportunity to respond. You indicated that your rent payment was to be delivered on April 3, 2015; however, the check was not received by your landlord until April 8, 2015. Your landlord charged you a late fee for which you requested reimbursement. Our records reflect that your April rent payment was scheduled to be paid by April 3, 2015. Since this transaction was to be made with a paper check, we mailed Check 6603 on March 31, 2015 to ensure receipt by April 3, 2015. Because we followed your instructions, we respectfully decline your request for reimbursement of the $27.00 late fee charged by [redacted]. When you requested the assistance of our Digital Client Services regarding this matter, we contacted [redacted] about the $27.00 late fee. We were advised that the due date for the April rent payment was April 1, 2015, They have denied our request to waive the fee. Ms. [redacted], you are a valued client, and we hope this information is helpful to you, If you need assistance to adjust the schedule date of your rent payment using our Online Banking with Bill Pay service, please contact Bill Pay Customer Assistance at 800.382.3232. Our representatives will be glad to assist you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

Consumer

Response:

You have closed this before I had a change to respond. When I received the last correspondence I had not heard from Sun Trust. I do not think it was resolved by Sun Trust. They wanted the last fee taken off my my landlord and it was not their fault. Sun Trust was at fault and I believe they did not handle the complaint. They guarantee payment on the date I designate and for two month they have not done that.[redacted]

Review: I went to suntrust on 2/18/2014. I opened a account and deposit my check. Everything was fine. I received a account number ending in [redacted].

I went online to complete the online banking. [redacted] told me that my money would be available the next day. The following day I tried to log on to my online account and access was denied. I called [redacted] and he told me my account had been closed because I owed [redacted]. That should of been told to me before he took my money. Then he told me I had to wait 5 business days and then I could come back to the bank and he would issue me my money. The amount was $102.20. I called 2/24/2014 to ask [redacted] when I could come get my money and he told me, he was informed that a check would be issued in 5 to 7 business days. This was both inprofessional and in convent. I need my money.Desired Settlement: I want my money. Ive already waited 5 business days. Waiting additional time is ridiculous.

Business

Response:

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

Please close this case on 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.

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

Regards,