SunTrust Bank

Review: I keep getting notices that I'm 30 days late and I wasn't. I went into the branch and paid my bill. I was 2 days late!! My check has cleared! This better not be reported to the credit bureau. I wasn't 30 days late and I have proof.Desired Settlement: Make sure I'm not reported to the credit bureau with false information.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Mr. [redacted] by letter on April 14, 2015. If you have any questions about our response, please contact Mr. [redacted].

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,

Review: I have banked with Suntrust for many years. Never has a check cleared in one day. I send my mortgage check monthly to my mother so that she can deposit it into her account every 5th of the month. She deposited the check on april 5 and apparently it cleared april 5 and I was charged an over draft fee. I was due to put the money I was short into the account on april 6. When I called to see if they can help me with the over draft fee the representative said no. I was already credited a fee once before. I think this is ridiculous. If I was not going to input the money the very next day I can understand being charged the fee. I have been charge an over draft fee in the pass and have not complained because I know I am wrong,Desired Settlement: Reverse the over draft fee.

Business

Response:

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

Review: I have been actively searching out any outstanding debts that I may have. Back in February of this year, I contacted SunTrust Bank to get the details on a charged off account. They stated the approximate value of the charged off debt was over $1,200 and they could provide a settlement offer of 20% that would bring it down to approximately $1,000. This value seemed extraordinarily high. I estimated the value should have been around the $400 mark. Recently, I contacted them again to attempt to settle the debt. Now they claim the charge off amount is an excess of $1,400 and they would settle for a 20% discount which would bring it down to approximately $1,100. I've gone to the local branch on [redacted] in Durham, NC and I've contacted their collections department. Both of them deny the amount was ever $1,200+ and they have declined to provide an explanation and Itemization of the debt. This is the purpose of my complaint. I am disputing this debt because the value is excessive and they have failed to provide a details of how the debt was acquired.Desired Settlement: SunTrust Bank needs to provide an itemized detail of this debt and I should be able to settle for the amount of the debt minus fees. If they are unable to, they need to expunge the debt or settle for a lesser amount.

Business

Response:

We responded to [redacted] by letter on August 13, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

Review: On October 18th, 2013 I notified Suntrust whom I have banked with for several years, that their were fraudulent charges made on my behalf at a local store during hours in which I was an hour a way in class which is easily confirmable. I was issued a credit reversing the charges in the amount of [redacted]. I filed a fraud report with Suntrust, ordered a new debit card, and changed my passwords, pins, and security information. I then received a letter I the mail on Monday November 4, 2013 stating the corrective measure was being reversed which left my account at &-[redacted] which includes a $[redacted] overdraft fee. I was not contacted as previously to do an additional paperwork concerning the fraud, I do not believe a significant fraud investigation was launched. If the matter had been properly investigated they would have confirmed via store security cameras as well as a traffic citation I received that day that I was not the person in the store making the charges. I feel that I have been taken advantage of and that my complaint was not taken seriously. I contacted Suntrust via customer service web portal Monday because my schedule does not allow me to make contact with them via telephone during their business hours, and no one has contacted me back within the 24 hour window they proclaim you will receive notification.Desired Settlement: To have the reversed corrective action corrected and my account placed bank at its pre-existing status

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 savings account was charged overdraft charges for transactions I didn't make. The transactions were reversed but not the additional service fees that accued to the amount of & 78.00. AfterI explained what occurred, customer service assured me for months they would adjust the fees which never occurred and now my account is closed and I'm being charged that $78.00. I even sent a $100.00 check to be deposited into the account and the check was sent back.Desired Settlement: I would like what was promised, the savings account to be reopened and the access fees be removed.

Business

Response:

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

Review: Suntrust bank froze my acct and denied me access to all monies even after the debt was paid. In addition my account was frozen with absolutely no notification to me before this action was to take place, I have been denied the specifics as to why my acct was frozen. I have been informed it will be approximately 30 days before the investigation will be closed, for what I don't know, and 7-10 business days after their investigation is closed is when they will release my funds to me. This is where my paycheck is going to. My acct has been frozen against all debits for 10 days now the only thing that has gone in is deposits. My acct is not negative yet I have been continuously denied access to my money.Desired Settlement: I just want access to my money that I have been paid from the govt for my active duty service. I am not indebted to the bank and I should not be denied my money. I desire for this bank to be banned from servicing all future service member since they are not in any way sympathetic or supportive of today's military members.

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: 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 paid my Suntrust credit card bill on 12/19 by phone by providing the representative my [redacted] Checking Account informaiton to authorize the payment. the payment did not go through because the representative improperly entered the account information. Suntrust reported this error as a late payment on my credit report so it is displaying as a deliquency, which I did not cause. When I spoke with Suntrust about this discrepency, I was told that they would review the recording of the phone payment and get back to me. That review was supposed to have been completed last week, and ever since when I call I am informed that the necessary supervisor is not available. This is having a 100-point negative impact on my credit history.Desired Settlement: Correction to Credit History removing this late payment record.

Business

Response:

Re: Revdex.com complaint #[redacted] SunTrust has responded to our client but cannot &hare the response with tho Revdex.com as no signed third party authorization was received.

Consumer

Response:

Please keep case open.

Review: Around the end of September or early October I lost my SunTrust [redacted] (somewhere in my house or car, so I wasn’t worried about canceling it), in the interim I remembered that I had a SunTrust [redacted], which I began to use.

I went into the Publix off of [redacted] and decided to ask one of the reps there if it was ok for me to use the [redacted]. I specifically told him I lost the other somewhere in my house and wanted to make sure that I would still get my miles credited. He told me yes, as long as the [redacted] number on the [redacted] is the same there wouldn’t be an issue.

Low and behold I look at my [redacted] statement the beginning of February and realized I had not been credited with miles from my SunTrust Debit Purchases since October 4th. At that point I called customer service (which was a total nightmare, the first rep transferred me to [redacted] reservations to help me). The second rep kept telling me I didn’t know what I was talking about and that I did not have a SunTrust [redacted] only a regular SunTrust debit card. I kept telling her I had the card in front of me and was reading the information directly from the [redacted].

I finally got a manager on the phone that said SunTrust records didn’t show it was a [redacted], so I told her I would send her a copy. She told me she would put in a research request and the most that could be done is IF I was charged the $75 annual fee then they would refund it. Well the problem with that is I signed up for the SunTrust [redacted] to accrue miles and I did a lot of shopping (due to the holidays) solely for that purpose.

I have sent emails to different people with the [redacted] info (as well as a copy of the [redacted] ) and checked my account to make sure I was charged the annual fee of $75.00 which I was charged February 4th 2013.

The current branch manager at the [redacted] ([redacted]) has tried to help me and she has not gotten any feedback on how to escalate the issue. [redacted] has been dealing with [redacted] (I’m sure she can fill you in on her conversations with him) who is the product manager. I am very frustrated at this point and should not have to go through all of these challenges to get miles that should have rightfully been credited initially.

I have spoken with [redacted] also through email and he does not seem to understand that this is a customer service error...he is saying it is my fault. He says this because the [redacted] program was cancelled. I understand that but specifically asked the question at the branch in October (remember I was not offered a new card until February), so the branch rep gave wrong info thinking it was correct, and I the customer trusted what I was told.

Also I continue to receive regular SunTrust debit cards (non-SunTrust) in the mail...why am I receiving these? It seems as if SunTrust doesn't want to honor the program....I have one checking account that apparently all of these cards are linked too...however only using the [redacted] earns the miles....so again why did I get a new regular debit card a couple months ago....I shouldn't be receiving these as my account is set up with the [redacted] that I pay an annual fee for.Desired Settlement: The bottom line is this, I just want my miles credited to me (from October 2012 through February 2013), as they should be.

Unfortunately I was given incorrect information through the branch.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the above referenced check card. We appreciate the opportunity to look into the issue raised and provided a response to you.

Our records show that a letter was mailed to you in January 2012 notifying you that the [redacted] program would be ending on March 23,2013. A second letter remaining you of this change was mailed to you in March/April 2012 and included instructions to begin using the SunTrust [redacted] that was included with the notification. This [redacted] remained open, and a new card was sent to you on June 1, 2013, as part of our regular renewal service.

We regret an misinformation provided by a branch representative when your inquired about your [redacted]. I assure you that this matter has been forwarded to the appropriate management area for review. However, prior notification of the discontinuation of the [redacted] was provided to you in addition to a new SunTrust Classic Check Card that was replace the [redacted] you had in your possession at the time. Because the [redacted] was discontinued, we must respectfully decline your request to received [redacted] that may have been accrued while using the incorrect check card.

Please also note that the &[redacted] fee that was assessed to your account ending in [redacted] on February 4,2013 was for your [redacted] ending in [redacted], and not for the discontinued [redacted]. As a courtesy, this fee was refunded to your account on October 1,2013.

[redacted], I trust this information is helpful to you. Should you have any further question, please feel free to contact us at [redacted]. Our representatives will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer

Executive Services

Review: I have had an account with this bank for several years now. On Tuesday, january 6 2015 I noticed an overdraft fee had been leveraged against my account even though my current balance stood at 0.24. The terms in Suntrusts documentation states that individual charges of less than $5 will not be subject to an overdraft fee. I do have more charges that are pending that are less than the $5 required to incur a fee but the charge against which the fee was levied did NOT overdraw my account. Customer service at my local branch was abysmal. I did not get this womans name, and she refused to provide it to me and threatened to call the police. I then attempted to use the automated phone line but after roughly 30 minutes of attempting to talk to an actual human being gave up on this course of action and instead used the online live chat feature of their website and talked to a representative called "[redacted]" which I'm fairly certain is a pseudonym. After being told by "[redacted]" that the available balance and not the stated CURRENT balance is what is used in deciding overdraft charges, I asked where in their documentation I could find that it explicitly stated as such. "[redacted]" then informed me that nowhere in their documentation or website could they find any explicit mention of this fact and that agreed that it was ambiguous at best and would easily cause confusion. "[redacted]" then proceeded to deny any further help and terminated our chat.Desired Settlement: Ideally I would like the fee reversed, clear wording and explicitly stating their policy in an easily accessible location from their website, and training their customer service representatives as to where they can find such documentation if a customer requests it.

Business

Response:

Re: Everyday Checking 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 overdraft fees assessed to the above referenced account. We appreciate the opportunity to respond. Our records show that, on January 5, 2015, your beginning available balance was $9.87. Two debit card items from [redacted] were pending, reducing the available balance at processing to $.36. During processing, we paid a debit card purchase of $9.63 from [redacted] Limited, and a $36.00 overdraft fee was assessed. The end-of-day available balance was negative $45.27. On January 7, 2015, your beginning available balance was negative $35.76. Pending items from [redacted] for $4.71 and $2.59 reduced your available balance to negative $43.06. During processing three debit card purchases from [redacted] ($4.80, $4.71 and $1.39) were paid. Sunlrust waives the overdraft or returned Item fees on transactions that are less than $5.00. For this reason, no overdraft fees were assessed on January 7, 2015. The end·of-day available balance was negative $53.96 Based on the above information, the assessed overdraft fee on January 5, 2015 is valid. However, as a courtesy, we refunded this fee on January 8, 2015. Also on that date, two electronic/ACH items were credited, bringing your account balance to a positive status. You questioned the avallable balance. The available balance in your account refers to the current ledger balance less any holds, including legal and uncollected funds holds. This balance is updated throughout the day with online transactions, including cashed checks, cash deposits, ATM, debit card items, automated telephone funds transfers, Internet banking transfers, automatic debits and credits, and wire transfer transactions, For example, if the beginning balance in your account ls $100, and you made a $20.00 ATM withdrawal and you have a pending direct deposit of $200, your available balance is $280. Concerning debit card transactions, once a debit transaction is authorized, a hold is placed on the client's account reducing the available balance. Funds on hold for pending debit card transactions cannot be used for other purposes even though the transaction has not posted against the account. Generally, it can take between two to five business days for debit card transactions to be presented for payment and permanently post to the account. For this reason, clients must maintain accurate account records noting all authorized debit transactions, including pending and credits to determine their available balances. Detailed information concerning this matter is included on pages 17 and 18 of our Rules and Regulations For Deposit Accounts {enclosed) and on our website suntrust.com (see About Us-Fee Schedules-Deposit Account Disclosures). It is lmportant that collected funds be in your account before authorizing debit items. Overdrafts may be prevented by keeping accurate account records, noting all deposits, checks, purchases and electronic transactions and having funds in your account to cover all items presented for payment. For example, the account balance shown on your ATM receipt, Online Banking Profile and mobile device or balances obtained by utilizing our telephone banking service may not include all outstanding items you issued on the account, such as checks and other pre~authorized debits. We want to be sure that you are aware that our website contains helpful information on how to manage your account and avoid fees (see Banking-+Personal Checking-Account Features-+Overdraft Services~Facts About Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up Email or Mobile Alerts. As a suggestion, you may want to establish Overdraft Protection and decline Overdraft Coverage. Instructions for signing up for these services are also found on our website and when using our Online Banking service. We regret that you were not satisfied with the service you received when you contacted us. Your comments are important to us and were forwarded to the appropriate management area. Training is continual for our representatives, and the information you have provided helps us to know where the emphasis for future training should be placed. The account is currently overdrawn. Because of this, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies. Ms. [redacted], we hope the information provided is helpful to you. If you have any questions or need further assistance. 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 w!JI be glad to assist you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy T earn

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.

The company has refused to admit any fault in its policies or sub standard training for its employees. Furthermore, just today I was levied two further overdraft fees for charges which did not put my account into a negative balance with a third soon to be added from a third pending charge that, under normal circumstances would also not have place my account in a negative amount. This is highly suspicious behavior so soon after lodging my complaint against them for this very act. Until this is resolved, my money refunded, and I am no longer a customer with this miserable company will I accept any offer from them other than complete liability.

Regards,

Review: I could cry right now. I have had SO many issues with suntrust. I have the APP on my phone. I watch it METICULOUSLY. I know exactly what I have in my account at ALL times before I even make a purchase. As of Yesterday 9/10 I had $3.66 in my account. Now today on 9/11 I am NEGATIVE $112 including a 36.00 over draft fee and a .11 "Posted item fee"!? Was the .11 cents just to make me overdraft to collect more money?! I have not TOUCHED my card OR had any automatic purchases since I last checked yet somehow I still am $112 negative. The last purchase I made was to get diapers that I NEEDED, ontop of that I had two suspicious charges from someplace that showed the same amount each. I had to wait until they were done pending to call and clear them which was today when I checked and realized somehow without doing anything I was negative $112!!! This is not the first, second, or third time I have been mislead by Suntrust. MY App said I STILL HAD MONEY IN THERE. Regardless of charges pending the amount is still subtracted right away. So what happened!? The lady could not give me any explanation.Desired Settlement: I want the $36.00 charge off and My account to not be negative $112! I want the two charges that were posted twice on my account OFF that I disputed because I would not be in the negative if they had never posted! I am NOT irresponsible, I am a hard working single parent that CANNOT afford this stuff! I try to do everything I can and STILL get kicked when I am down!

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 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: $3600 in fraudulent debit card purchases were made to an oversees merchant in [redacted] from my checking account. I disputed the clearly fraudulent charges with Suntrust bank and they had me fill out an affidavit of Fraud and said they would have a resolution in 10 business days. I submitted the affidavit the next day and never got one call on email update in 12 days. Called to get an answer and was told my claim was denied because the merchant said the charges were valid? The customer service rep could give me no further details as to what was charged and what company it was purchased from or if there was even a proof of delivery to my address? A merchant saying the charges were valid is an unacceptable answer and I want my money back ASAP.Desired Settlement: I want my $3600 in fraudulent charges refunded as well as any overdraft fees incurred as a result of this fraud. I want delivery receipts, company contact info where the fraudulent charges were made and descriptions of what was purchased if this claim continues to be denied. There will also be complaints filed with the consumer financial protection bureau, the Federal Deposit Insurance Corporation, and my attorney.

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: They updated the website some time back and since than the Internet banking is almost non-existant! It's a broken crap that does not work and costing us money for a service we can no longer use! For over a week now I can't even access the bank site! There has been many complaints requesting the old site back on there facebook site but they refuse to acknowledge the problem is with the new site. They blame it on our browsers and refuse to acknowledge they messed up and the old bank site needs to get restored.Desired Settlement: They need to drop the new site as it's a malfunctioning site that does not work and does not improve or enhance the banking but hinders and stops us from being able to do our online banking! The company needs to acknowledge this and bring back the site that all of us customers liked!

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding the modernization of our Online Banking service. We

regret that you are having issues with this service. I appreciate the opportunity

to respond.Your comments are very importance us and were shared with

the appropriate management. We understand that we did not meet your

expectations in this situation and apologize for the frustration you

experienced.[redacted], you are a valued client, and your satisfaction is

important to us. If you have any questions or concerns regarding your accounts,

please do not hesitate to contact us via your online banking profile, call us

at [redacted] or visit any SunTrust branch. A representative will be glad to

assist you. Thank you for banking with SunTrust.Sincerely,[redacted]

Review: My grandmother in her last year of life put me on her checking account during which they put my personal address on file. After she passed I went into our local Suntrust bank and closed out the account. They gave me the money that was in the account totaling over $700. This occurred on 01/04/13. After this I never heard anything out of the bank. Then on July 30th while trying to apply for a loan at a credit union they informed me that there was a charge off at checks systems and on my credit report for over $400 from suntrust bank. I called the local branch and spoke with the bank manager she informed me that I needed to contact the collections agency to handle this issue. I then called the collection agency and ultimately they said that I need to go into my local branch and dispute the charges. After going into the local branch on 08/02/2013 and speaking with [redacted] and discovering that she didn't have the power to do anything I contacted Suntrust [redacted] and asked to speak with a supervisor. I was told that the account that I closed on 01/04/2013 had over drafted on 01/07 from a pending transaction that occurred before closing the account in the amount of $25, which they didnt let me know anything was pending during the closing out of the account. To me not a big deal I would gladly pay that and be done with it, but it is not that simple they didn't close the account as they were instructed to and they never contacted me about the issue at my address that they did have on file knowing that my grandmother had died because they also took a copy of her death certificate. This led to extended overdraft fee on 01/18 another automatic debit out of the account that was not authorized and multiple returned item fees coming from some things that were set up to automatically come out of the account on 02/01, 02/05, 02/12, 02/15, 02/21, 03/05, and 03/07. So not only did they leave the account open after I closed it without any authorization from me and I know none from my now deceased grandmother. They didn't attempt to contact me at my address that they had available they were just sending stuff to my dead grandmothers address where no one was living. They kept charging fees for the account over 2 months after it was closed. Which finally led to me finding out by seeing on my credit report and now they refuse to waive all of the fees that were assessed after the account was supposed to be closed and remove this completely erroneous charge off, off of my credit report.Desired Settlement: I will pay the charge that was pending when the account was closed, that I was not informed about, but no others. I also want this completely removed from my credit profile.

Business

Response:

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

We contacted **.[redacted] today by telephone and provided a resolution to the client. **.[redacted] stated that he is satisfied with our response. Therefore, we are closing our file one Revdex.com Case [redacted].

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: On Dec 11, 2014 I called Suntrust Bank to do a stop payment on a check card debit. The representative told me that I would be billed $36 for the stop payment fee and that if the bill came out, the funds would be credited to my account. The funds have been removed from my account, the stop payment fee removed from my account. When I called Suntrust to speak with them on Monday 15 December; I was told the funds would be replaced the morning of 16 December. I woke this morning, and the funds have not been replaced. When I called Suntrust this morning (16 December) they tell me that I can't do a stop payment on a check card. I informed them that when you log into you account and try to do it by CPU, it says call them to complete the transaction. The representative I spoke with told me my calls were recorded, but they refuse to pull the calls to verify representative misleading information. They refuse to refund the money from the bill - $139.22 ([redacted], has not received the funds) that I placed a stop payment on and they refuse to refund the $36 stop payment fee.Desired Settlement: I expect that since I paid for a service offered ($36) that money is refunded and the $139.22 be refunded for the bill; [redacted] has still not received money as of 10:52am on 16 December.

Business

Response:

We have responded to [redacted] by letter on December 30, 2014.If you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Review: I recently ordered checks through the automated system used by this bank. The order was taken with no indication that any charge was being made, and, no indication of any amount of money changing hands. Since I had been a Suntrust customer for many years and had ordered checks repeatedly for no charge, I had no reason to believe there would be a charge for plain checks this time. I entered protest with customer service and their reply was that I should have read and remembered the notice they sent over a year ago. I think it is a very poor business practice to have customers go through any order process, either online, over the phone or in person where there is no indication to the user that they are about to incur a charge, and, there should be a step where the user is given the amount then asked to accept the charge. I suggested this to the customer service reps and they ignored the issue. I am not sure what they are doing is legal or not but it is certainly bad business. I in fact did not know there was a charge until I got my monthly statement. There were no overdrafts but there could have been for users for whom about $50 for plain checks is a lot of money. This should not be allowed to happen to anyone.Desired Settlement: The phone system and any other order system should be fixed so that the customer knows there will be a charge and how much and then is prompted to accept the charge. Given the length of time we have been Suntrust customers (since 1975) it would be the right thing to do to refund the ill gotten charges.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case on your records.

Consumer

Response:

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

The company did not contact me as they stated in their communication with the Revdex.com. As far as I am aware they have taken no action in regard to this issue and have not offered any resolution. In my opinion they are attempting to mislead the Revdex.com. />

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your recent correspondence forwarded to us from the Revdex.com regarding your not receiving a response to our concerns about a check printing charge you received for the above referenced account. I attempted to call you after you contact the Revdex.com on December 12, 2013 about not receiving a response but was unsucessful. I appreciate the opportunity to respond.

We responded to your concern on December 9, 2013.

[redacted] if you have any questions about your account please contact us via your Online Banking profile, call us at [redacted] or visit your local SunTrust office. A represenative will be glad to help you.

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 part of this resolution would be satisfactory to me. Please see the attached explanation for my partial rejection. I will wait for the business to perform this action and to commit to making the suggested changes to their processes. If it does, then I will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I am 1 month behind on a loan payment they called I told them I will make 2 payments on the 20th of the month they have called 9 times in 2 days I consider this harrasmentDesired Settlement: stop all hurrasing phone calls I am 88 years old hard to get to phone

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our calls to your for your Home Equity Loan ending in [redacted]. We appreciate the opportunity to respond.

Our records show your payment is due on or before the 20th of each month. In general, we begin to make calls to clients in the first few days after their due dates if payments have not been received. These calls are not meant to inconvenience you, but rather to let you know we have not yet received your payment and to offer you the option of making your payments by phone, so that you may avoid the assessment of late fees and prevent any potential adverse action on the account.

In accordance with our conversation on November 12,2013, we have placed a cease and desist notation on our records. This notation will remain in place until we receive a signed requested from you asking that it be removed. Please be aware that the notation may prevent any calls or correspondence in the event there is a problem with a check, payment, or refund. As you requested, we have updated our records to reflect the contact number for your Power of Attorney (POA), [redacted]. [redacted], [redacted]. Any future calls will be directed to [redacted]. This information will remain until we receive written notification providing us with new contact information.

[redacted], if you would like to set up an automatic payment for a certain date each month to ensure we have received your payment on or before the due date, please call us at [redacted] ([redacted]). A representative will be glad to assist you.

Sincerely,

Officer

Executive Services

Review: I had a fraud item on my account, for 55.00. I notified the bank immediately.. I advised the bank that with this payment being taken out , it would cause overdraft fees. I checked my account and on my account, it showed that I had a positive balance when I used my account and even though there was money in the account I was charged 36.00 overdraft fees. I spoke to 6 different reps to find out that they filed my claim wrong and that I would have to pay the overdraft fees even though I was a victim of fraud. I have requested that the fees be reversed and put back into my account. The last person I spoke to Summer a manager in Tennessee said that my claim was filed wrong, that they didn't know what can be done, when it can be done and that I would have to pay the fees until they decide if I would be charged or not. My account is now overdrawn due to all the overdraft fees and my direct deposit will go in and all the fees over 200.00 will be taken out of my paycheck until the bank figures out what they can do to help me. when I told the bank they were defrauding me and doing this to get fees they dismissed it and wouldn't help me. I was a victim of fraud and should not be held liable for overdraft fees if I didn't authorize the initial charge.Desired Settlement: I would like all the overdraft fees 36.00 at 7 charges. credited back to my account and also the $55.00 that was fraudulently taken out of my account totaling $307.00

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 onyour records.