SunTrust Bank

Review: I call four times to the call center for a problem that I was having with my suntrust back account. Suntrust charge me 2 over draft fees back to bcak with in 2 days. I call them and ask them could they please take one of the charges away and they said no because they only do that one time only, and that they already took a over draft fee away. I understand that I over drew my account but for them to charge me twice with in the same week is going over the top.Desired Settlement: I would like for one of the 36$ fee to be put back into my account. unless this is not done I will close the bank account and take my business some where eles

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 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,

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 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: A few months back I had an issue with an item that was submitted for payment on the same as my paycheck had been direct deposited into my account. I am not exactly sure of the date. I was told by [redacted], a representative of Suntrust Bank, that I could go by the website and that it was accurate on a daily basis. I checked online this morning and found two over draft fees, one for $72.00 and one for $144.00. The fees listed by Suntrust bank is $36.00. I will be including a print out of my account showing that when the $144.00 overdraft fee was taken I had a positive balance. This is four times the normal $36.00 fee. I called and spoke with [redacted], the branch manager. She attempted to tell me that the web site is not accurate. I am not sure which employee to believe. According to [redacted] the web site is accurate, according to [redacted] it is not. This is extremely confusing for consumers. [redacted] said as a one time courtesy she would refund the $72.00. I believe that I am due the entire amount of $216.00. I have a printout of my bank statment showing that my account had a positive balance when the first fee of $144.00 was applied to the account. I will be faxing this to your office at [redacted]. To me that seems like unscrupulous business practices. I will also be filing a complaint with the [redacted]. I will also be closing my account with Suntrust Bank. They have proven to be a bank with very questionable behaviors. Thank you for your time.Desired Settlement: I require the return of the overdraft fees that were unethically taken from my account.

Business

Response:

We have received and reviewed your correspondence forwarded

to us by the BB regarding fees that we assessed to your checking account. We

appreciated the opportunity to respond.

You indicated you were not clear what your daily balance was

on the above referenced account. The account balance is updated on our

overnight processing, giving you a balance at that time. However, please

understand the available funds in your account may be affected by the approval

of check card purchased that had not been presented for payment.

Our records reflect that your available balance on May 6

2014 was [redacted] as you had an approved purchased of [redacted] that had not yet posted. On

May 6, 2013, four check card transactions were presented and paid on the above

account; ** approved on May 3, 2014, ** approved on May 2, 2014; ** approved on

May 4, 2014; ** approved on May 3, 2014. These four items were paid against insufficient

funds and as a result you incurred a ** overdraft fee for each item **. On May

8, 2014 the account had a balance of negative **. Two items were presented for

payment on may 8 2014 against a negative balance causing two ** overdraft fee,

total **

Concerning check card transaction, once a check card debit

transaction is authorized, a hold is placed on the client’s account for the

amount of the transaction, which reduces your available balance. Funds on hold

for pending check card debits cannot be used for other purposed even thought he

transaction has not posted against the account.

Generally, it can take between two to five business days for

check card transactions to be presented for payment and permanently post to the

account. For this reasons, clients must maintain accurate account records

nothing all authorized debit transactions, including pending and credits to

determine their available balances. Detailed information concerning this matter

is included in page 17 of our Rules and Regulations for Deposit Account

([redacted]) and on our website [redacted] ([redacted])

Our records reflect that you accepted overdraft coverage for

your account. You may want to consider updating you account to decline

overdraft coverage to help you avoid overdraft fees. Declining overdraft

coverage means that we w ill decline ATM and everyday debit card transactions of

your available balance is not sufficient to cover the amount of the

transaction. However, this method does not apply to checks, payments made via

online banking, automatic bill payment, ACH debit transactions or recurring

check card transactions that are presented for payment.

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 scrutinized our disclosures to ensure that they are clear and understandable;

verify that information provided comprehensive training to out 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.

[redacted] You are a valued client and we hope that this information

is helpful. As a onetime courtesy, we have refunded the [redacted] in fees that you

were recently assessed. If you have any additional questions regarding your

account please call us at [redacted]. One of our representatives will be glad to

assist.

Review: Once I was told that over draft fees were assigned by which item hits the bank first, now I am told they take the highest amount first then each accordingly. I made a deposit of $95.00, paid two bills one for $48 and one for $19 which had been deducted from account balance before I wrote a check for $317.00 leaving a over draft of $288. Instead of having 1 over draft charge I now have three.Desired Settlement: For them too return $72.00 in overdraft fees!

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Review: Suntrust has incorrectly reported a short sale account to our credit bureau; thus preventing us from purchasing a home in a timely manner.They state they are no longer reporting this account because it is so old. We have been attempting to go through the Credit Bureaus; however, the [redacted] defines a response time frame that will adversely affect our finances, a permanent address, and school issues.We have requested they update the credit bureau data directly (as they have the correct information in their system as stated when talking to them) but they say they cannot do this.We have been working this for 30 days and have but 60 days left to locate permanent residence.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Correct and update data immediately.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com about information that we are reporting to the credit bureaus

regarding the above referenced account. We appreciate the opportunity to

respond.

Our records reflect that we are reporting to the bureaus a

closed date of March 2012. Upon further review it was determined that [redacted],

[redacted] and [redacted] are reporting this date as well.

[redacted], we trust this information is helpful to

you. If you have any other questions, please call our Credit Bureau Dispute

Department at [redacted]. A representative will be glad to help you.

Sincerely,

Consumer

Response:

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

I have emailed supporting documentation to Revdex.com that clearly shows the issue of Suntrust's reporting. Suntrust has stated "that they are reportin to the bureaus a closed date of March 2012. The supporting documentation I have sent identifies the following errors:

- Paid Chrg 07-13

- Pymt History: 09-13 1911111.... Signifying a payment was made on Sept 13.

- Shows a balance on account thru June 2013

- States "High Balance of $69,500 from 12/2011 to 07/2013

- Shows date closed 07/10/2013

- Shows a running balance in the payment history of $63,998

- Shows last payment 03-01-2012

All of this information is from [redacted] and[redacted].

This incorrect information is currently preventing us from obtaining a mortgage loan from I-Mortgage.

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com about information that we are reporting to the credit bureaus

regarding the above referenced account. We appreciate the opportunity to

respond.

As stated in our pervious letter to you, we show that [redacted],

[redacted] and [redacted] are reporting the account as settle, account paid in full for

less than balance with a closed date of March 2012. The document that you

provided is from a tri-merge company, [redacted], and not from one of the

three bureaus to which we report.

[redacted], we trust this information is helpful to

you. If you have any other questions, please call our Credit Bureau Dispute

Department at [redacted]. A representative will be glad to help you.

Sincerely,

Review: I was a representative payee for a gentleman that an agency recommended needed help managing his money each month because he is an alcoholic. I agreed so I went into SunTrust Bank with him and we both signed the paperwork and I begin paying his bills each month, I did this for about a year and didn't have any problem with the account. [redacted] went down to the Social Security Office without my knowledge and changed his payee and the check started going to the new payee. Well the next month came and I wrote out his checks as ususal because his check goes into the bank on the 1st of every month and his bills have to be paid by the 5th so I would write the check on the first and take it into his rental office and the purchase his groceries and other house hold items and continue on with whatever he would need so after doing this I went to the bank to withdraw $40.00 dollars and the account came back as overdrawn. I immediately called the SunTrust Bank and they told me that the deposit didn't come in for the month, so I then called the Social Security Office and questioned them and that's when they told informed me that [redacted] had changed his payee and that they couldn't talk to me anymore because I was no longer his payee I then said that no one informed me I didn't receive a letter in the mail or anything and she said that it was sent out but it didn't matter because I didn't get it so I then called to speak to a supervisor and no resolution so this has been ongoing and this is a debt that Social Security or the Payor should have to pay I didn't use the money to benefit me in anyway and I didn't overdrawn this account intentional so this is something that should be taken up with them because the Payor shouldn't be allowed to just walk into the Social Security Office and change Payee's without them first calling immediately to notify that person that's why they have all of our information on file and there was no reason that they couldn't get in touch with me so they should have to pay it back.Desired Settlement: I want this to be taken up with the right person(s) so they can stop sending me to the collection agency this is really hurting my credit

and it's not a true debt of mine. They can go after then or write it off.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us by the Revdex.com regarding the above referenced account. We appreciate the

opportunity to respond.

Our records reflect the account was closed with an owned balance

of $745.22 plus a $30.00 overdraft closing fee of July 5, 2013. On August 8,

2013, you contacted us and explained the circumstances that caused the account to

be overdrawn. We waived the fees that were assessed, and you agreed to pay us

$25.00 a month until the remaining balance was paid. The last payment we received

was $25.00 on September 20, 2013.

[redacted], the current amount owed is $492.79. The account was

referred to Associated Credit Services (ACS) for collections. For questions and

to make payment arrangement, please contact ACS at [redacted]. One of their

representatives will assist you.

Sincerely,

Review: Suntrust overdraft program is the reason for my complaint. I did call customer service mulitiple times about the issue at hand and I feel like I was being ignored because of suntrust's overdraft policy. I understand my account was overdrawn but to be hit with an overdraft fee in my mind was premature. I know there was enough money in there to cover my charges and then I was still hit with an overdraft fee twice. But the part that makes me furious was that I was going to cover the money on the day before the first overdraft fee hit and then when I called customer service to ask them questions about this it felt like they were reading from a script. Suntrust banks does overdraft fees prematurely and instead of giving enough notice about that they instead don't. I'm highly thinking of switching to another bank because at the same time, I want to feel valued as a customer. At this time I don't feel that way at all. I understand I did not put in enough money to cover the other two but I count my money down to the last dime. Even with overdrafts as a customer I should have more than one day to cover the charges not just because I overdrawn the account so I get hit with an overdraft fee no matter what. That's not fair and you'll probably lose more customers that way.Desired Settlement: An apology about the lack of customer care handled in my case. It felt like I was undervalued and that the agents I was dealing with was reading from a script. I would like an apology and in good faith a refund of my first overdraft fee because the charge was premature. I would like to continue banking at suntrust but the next move is theirs to make, I'm a loyal person and I need to know that suntrust is the same way with customers or I'll bank elsewhere.

Business

Response:

SunTrust has responded to our client on August 28, 2014 but cannot share our response with the Revdex.com as no signed third party authorization was received.

Please close this case on your records.

Review: Suntrust Mortgage withdrew a mortgage payment on July 1 from my checking account after I sold my home and paid off the mortgage. I called their mortgage center repeatedly and was told that they would refund the amount via check. However, Suntrust failed to send me a check. The last time I called I was told that they had to research the problem and that it would take at least five working days. This is despite the fact that they repeatedly admitted that they took the funds improperly and would refund the amount.Desired Settlement: I would like the funds to be transferred electonically to my checking account. I would also like a written apology.

Business

Response:

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

Please close this case on your records.

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 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: I have recently opened an account with Suntrust. There is an issue with my account and I am unable to attain online access. My first call to customer service on Thursday 10/1/15, the representative was rude and very unhelpful and basically told me too bad so sad. She was very rude while she was sending me a password reset email, of which I did not receive until much later. I proceeded to go the the branch and the representative there was helpful to me trying to get this resolved. When he called the service desk and tried to get my password reset emails, the 3 emails from the earlier representative finally showed up. We tried many times to reset the account to no avail. I tried to file a complaint regarding my first horrible customer service on Thursday through him and have heard nothing back regarding that. I was called today from a customer service liaison from a Virginia office regarding not being able to access my account. The woman was EXTREMELY rude and not helpful. She told me they had a resolve for my issue and that she did not know when they would fix it and refused to give me a timeline for the resolve. I told her that was unacceptable. She treated me like a piece of dirt and told me basically to take my money elsewhere. I kept asking when they were going to fix my access and she told me that no date had been established. I want access to my account. As I was still talking to the representative, she hung up on me. I then called my local branch, and was unable to talk to my local representative at that time. I was able to reach him about an hour later and he told me that the Virginia representative emailed him and said that I hung up on her, which is totally false. I am trying to reach the Virginia office manager for the extremely rude woman.Desired Settlement: I, first and foremost, want online access to my account. Secondly, I want an apology form the corporate office for the two occasions of really poor customer service and that it is totally unacceptable to be hung up on by an employee of their business. There is never a situation that a customer service representative should be rude, cold, uncaring, and hang up on a customer. My local branch person has been trying to help me, but he is unable to with the corporate office acting like they really don't care at all and lying about what has transpired.

Business

Response:

The issues regarding his Online Banking problem was resolved by telephone. Please close this case on your records.

Review: For years I have gotten paid on the 5th and 20th of each month. My children attend a private pay school in which I pay half of the tuition every month. Yesterday, 10.19.2015, I gave the school a postdated check for $370.00, dated for 10.20.2015. This morning, I'm notified that my bank account has insufficient funds. The school's bank accepted the post dated check and processed it on 10.19.2015. SunTrust allowed them to clear the check but in the process they removed pending items that had been pending for several days, added the $370.00 payment to the school, then added each small pending item in after that causing my account to overdraft and causing me to pay $180.00 in insufficient fees. When I called and spoke to them this morning, they refused to come to a resolution and adjust the $180.00. The offered to adjust $108, but I am still being held responsible for the remaining $72.00.Desired Settlement: I would like the remaining 2 ($72.00) adjusted and applied back into my bank account.

Business

Response:

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

to us from the Revdex.com regarding a payment made with a posted check from your above

referenced account. I appreciate the opportunity to respond.Our record shows that, on October 19, 2015 Check [redacted] for

$370 was presented and paid form your account. You stated the check was postdated

October 20, 2015 and you would not have the funds to pay the check until the

date. In accordance with our Rules and Regulations for Deposit Accounts,

provided at account opening on our website suntrust.com posted items are

treated as demand items and payments at presentment. You request a refund of all the overdraft fees assessed due to

the payment of the postdated check. We have refunded three of the five $36.00

overdraft fees, totaling $108, as a one-time courtesy. The other two fees will remain.

[redacted] is your October 23, 2015 statement reflecting these credits.[redacted], I hope the information provided is helpful to

you. If we may be of further assistance, please do not hesitate to contact us

via your Online Banking Profile or call us at [redacted]. Our representatives

will be glad to help you. Thank you for banking with SunTrust.Sincerely,[redacted]

I thought at first to file a complaint, but after one minute, I believe it's not worth complaint. it was bad experience and I wouldn't try it again. before Christmas eve, I tried to open an online account with Suntrust, I couldn't because the website was down, then I went to nearest branch to open it and order checkbook after I deposited 100$. I got the checkbook and debit card before christmas. and I activated the online banking over the phone. and everything was okay. at first, the online banking was okay and after one week, it didn't work anymore , when I called the bank rep. at phone, she told me that account was closed and she had no data, and I have to go to the bank. I got a day off to go the branch, and the bank rep. told me that my information is not right !! after all this MY INFORMATIONS ISN'T RIGHT! because I moved to another state althought my ID have the new address, and all my banks account were changed to the new address even my usps account. horrible experience

Review: A year ago we reconciled an outstanding debt with suntrust bank and re-established the business relationship by opening a savings account. After several months we determined the savings was not the best fit for the cash flow we had with suntrust so online I opened an ** checking account and made the required 50 dollar deposit through a transfer from my primary checking with [redacted] a virtual bank. Once the ** checking was established I closed the savings with customer service on the phone. I attempted several times to use my debit card and each time was unable to do so. I called customer service only to get the same response each time, "sorry, the cards are not linked to the account, I will do so now and in 24 hours you will be able to use it". Each attempt thereafter was unsuccessful and it took various phone calls to finally be advised that my account was under investigation and pending to be closed. They could not provide a specific answer to why this was other than it was a violation of suntrust policies and that I would be notified in writing. I was notified in writing with no further information other than it violated policies. I visited a suntrust branch for more specifics and they couldn't provide it, I called customer service and they said the same thing as the letter. I asked if this would affect further banking with suntrust or any other financial, institution and they said possibly yes. So how is that I will be penalize for something I have no clue what it is cause no one has specifically told me what was violatedDesired Settlement: I would like in writing an explanation of what triggered an investigation and what exactly was violated and if I have the opportunity to dispute if it is something not accurate.

Business

Response:

Re Revdex.com complaint # [redacted]

SunTrust has responded to our client and is providing the Revdex.com

with a copy via this fax.

Please close this case on your records.

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding overdraft fees assessed on November 2013 to your

above referenced account. We appreciate the opportunity to respond.

You stated the assessed overdraft fees were caused by a

delay in the Bank receiving your Direct Deposit and the order in which your

items posted to your account. While the fees are valid due to items presented

for payment against insufficient balances, as a courtesy, we refunded $144 in

overdraft fees you your account on January 10, 2014. The credit will reflect on

your next statement.

Our records shows that your Direct Deposit was posted to

your account on the effective date we were provided (November 14, 2013). The

posting order of your items is in accordance with our Rules and Regulations for

Deposit Accounts. [redacted] page 16 of

our Roles for your review. Out Riles are provided at account opening and on our

website suntrust.com (see about us- fee schedules- deposit account disclosures)

SunTrust offers two different types of Overdraft Services

for our clients, Overdraft Protection and Overdraft Coverage. You may be

interested in Overdraft Protection, which allows clients to link their consumer

deposit accounts to their other SunTrust deposit, credit card or line of credit

accounts for the purpose of transferring necessary funds to cover any

shortfalls Although you have already accepted Overdraft Coverage, you may want

to decline this service to help you avoid overdraft fees in the future. If you

decline Overdraft Coverage, we will not be allowed to pay overdrafts and assess

fees for ATM and everyday debit card transactions. Please note our ability to

authorize overdrafts and assess fees on any other type of transaction is not

affected by this coverage.

Our website contains helpful information on how to manage

your account and avoid fees (see banking- personal checking- overdraft

services-facts about banking). You will also find useful information about our

overdraft services and how to monitor your account activity when the balance

gets too low or becomes overdrawn by setting up email or mobile alerts.

Our Online and Mobile Banking Services are provided to

assist clients with viewing their account balances and transaction information

that can be used along with their personal account records. These services are

not intended to replace your personal account records, as Banks records may not

included all outstanding items on the account, such as checks and other

pre-authorized debits. Because of this, we recommend that clients maintain

accurate account records noting all credit and debit transactions. You may sign

up to receive Email or mobile alerts with the balance gets too low or becomes

overdrawn. Instructions for signed up for these services are found on our

website (see Banking-online banking or mobile banking) and on your Online Banking

Profile.

You expressed concerns about the servicing of your account

it is SunTrust’s policy to offer and extend its banking products and services,

including credit products, to any qualified applicant in a fair, responsible,

equitable, and non0discriminatory manner, and in compliance with all applicable

fair and responsible banking and consumer protection laws, SunTrust is

committed to fairly representing its products and services and honestly and

transparently disclosing the costs and fees associated with such products. Our

goal is to provide value to our client, 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 understanding;

verify that information provided to out clients is complete, clear, and

accurate; and listen to our clients’ expressed needs. We provide comprehensive

training to our employees and we perform ongoing monitoring to ensure

compliance with consumer protection laws and regulations.

Every SunTrust employee is responsible for ensuring

adherence to fair and responsible banking and 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. This

statement is applicable to all aspects of providing banking products and

services, including, but not limited to, approval, pricing, and servicing.

Your comments about the service you received when you inquired

about the overdraft fees have been noted. We regret that you did not have a

positive experience and we did not meet your expectations in this instance.

[redacted], we hope this information is helpful. If you have

any questions or are interested in over draft Protection, please don’t hesitate

to contact us via your online Banking Profile, call us at [redacted]

([redacted]( or visit your local SunTrust branch. Our representatives are glad

to help you. Thank you for banking with SunTrust.

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: [email protected].

Regards,

The complaint has been resolved

Review: My rent check was presented to my landlords bank on 09/11/2014 and paid by Suntrust on 09/11/2014. The check date was for 09/12/2014 and should not have been paid until 09/12/2014. Had this check been presented in person Suntrust would not have honored the check until 09/12/2014. I have been charged $36.00 for an overdraft fee, I want the amount of $36.00 refunded to my account and for Suntrust to pay damages of $300.00 for my time, suffering, and aggravation.Desired Settlement: I expect a minimum refund of $36.00. I don't expect them to pay the damages in the amount of $300.00, however, this is reasonable given the time and effort I had to put into this process. I am charging $150.00 per hour for my time. The process of calling Suntrust, stopping by the branch and now filing a complaint with The Revdex.com has accrued a total of 1 hour and 53 minutes.

Business

Response:

SunTrust has responded to our client but cannot share our response with the Revdex.com as no signed third party authorization form 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]. I spoke with [redacted] from Suntrust and he assisted me with the issue and it is now resolved. Thank you.

Regards,

Review: I have complained about this issue THREE times! Once again, even though I have declined overdraft protection, a bank debit that I was not authorized due to a mistake on the merchant was processed. What makes this an issue is that the unauthorized payment was processed, even though I did not have enough funds in my account at that time AND I have declined overdraft protection. Furthermore, before this payment was initiated, I originally paid for a hotel (which I originally had enough funds in my account for) on December 24; however, this payment has not been processed nor does it appear on my account! I find it strange and disturbing that a payment processed on December 26 is allowed to go through before a payment processed on December 24. AND to add even more to an issue, the person whom I spoke with in Customer Service HUNG UP ON ME when I was trying to get this resolved! This is clearly a fraudulent practice!Desired Settlement: 1.) I want any fees incurred due to the December 26th payment to be refunded back to me immediately.

2.) I want a guarantee, IN WRITING, that my decline of overdraft protection/all bank "protection" options that I have declined, are actually IN EFFECT and will stop this from happening again.

Business

Response:

We have responded to [redacted] by letter on January 9, 2015.If you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Consumer

Response:

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

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

Regards,

Review: I was contacted on July 1, 2015 regarding a late payment on my Suntrust credit card. I acknowledged the issue and spoke to a Suntrust Representative who assured me that my new banking information would be linked to my credit card and that the payment would bring my account up to speed. I then observed my credit card due amount to be over 3 times the normal amount due later in the month. I contacted Suntrust customer support who advised me that there was nothing they could do and they would forward my complaint to an investigation department within Suntrust. I recieved a call a few days later from [redacted] who assured me she would be taking care of my issue. Mrs. [redacted] was able to waive the late fees, but I was yet again directed to another department. I then spoke to [redacted] in Suntrust Collections who adivsed me that she would take care of my problem. I also have been in contact with [redacted]After who handles customer client relations. After speaking with [redacted] she advised that she would need to speak to her manager and call me back within 2-3 business days. I did not hear back from [redacted] in the allotted time so I made the call and eventaully made contact only to be advised that the situation was not resolved and I was in the same dilemma. I demanded to speak to a supervisor and [redacted] put me on hold and came back with a new resolution which worked for me. She advised that the amount due would be the normal amount and that if I paid during the phone call, all payments would be caught up and I would not have anymore issues. I trusted her and made the payment. She advised that my account would be updated within 3-5 business days. My account was never updated and I still showed to owe more money. I attempted to call several times during a 3 day period to make contact with [redacted] and [redacted]. I left several voicemails and none have been returned. I am moving out of the Suntrust area so I changed banks, which is main issue.Desired Settlement: I want all late fees to my credit card to be waived, my new banking information to be officially associated with my credit card (This should have been done during the first phone call) and my payments to be back to what was usually owed per month (around $66). If possible I also wish for any negative reports sent regarding my credit score to be removed as I have never done anything wrong. I have never missed a payment and I have never been rude with this company, but I am being treated as a criminal and I am tired of the run around.

Business

Response:

Re: Revdex.com complaint [redacted]We have responded to [redacted] by telephone and all issues were resolved:As he requested, we reset his minimum monthly payment amount to $66.00.Late fees were refunded.We reset and activated his Online Banking Profile.

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,