SunTrust Bank

Review: An old account to which was withdrawn by previous bank error. Opened new account with same bank because of stolen debit card and stolen check book. Offset department with Suntrust did a withdraw from new account to old account that had overdraft without notifying me and now the new account has been charged $180+ in overdraft charges because of pending transactions. They advised me when I called that a letter would be sent to me after instead of giving me the opportunity to pay. Now I have no money to pay for my prescriptions being that I have MULTIPLE SCLEROSIS, and I have no money for gas to travel,or food for my 3 children. A bank error turned into a multiple negative. This is all together inhuman, immoral, un-just!!!! The offset department [redacted] I believe her name is shouldn't be handling consumers money. They should have waited for all transactions to go through before they stole money from my new account to pay off a negative.Desired Settlement: DesiredSettlementID: Refund

I would like a full refund into my existing new account including a refund of all overdraft charges since the offset department was dumb enough to take all of my money when their was pending transactions in the new account. They should have waited instead of STEALING my money.

Business

Response:

Re: Revdex.com complaint #[redacted]SunTrust has responded to our client but cannot share theresponse 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.

I am not satisfied with the resolution because it caused grief and stress and that week that money was taken from me without notice I didn't have money to feed my children which I expressed to the bank in person and by phone and no one was willing to help me to resolve the matter. I requested my money be refunded to me and all they did was waive their useless fees.

Regards,

Review: I filed a dispute with all 3 credit bureaus advising them that I settled the account with a creditor of suntrust bank. I paid the creditor on 10.23.2009 $76.12 to settle an old account. But Suntrust is still reporting negative information to all 3 credit bureaus. I disputed with the bureaus an they advised me that I needed to speak with Suntrust. I called suntrust on April 5th to dispute negative reporting. They responded by saying: we have researched your account based on the information provided as well as that contained in our records, an have determined that we are reporting this account accurately to the consumer reporting agencies. I called them on 5.15.13 an spoke with a Ms Gary at 2:45pm an she advised me that the account was charged off on 3.11.08. The last payment they received was 11.14.07. They opened another dispute on 5.15.13 after I sent them a letter with the electronic check payment that was mailed on 5.15.13. I received a response on 6.11.13 an they advised me once again that: we have researched your account based on the information provided as well as that contained in our records, an have determined that we are reporting this account accurately to the consumer reporting agencies. I sent them another letter on 6.12.13 an asked them where is the payment that I paid on 10.23.09. I paid the collection agency which is why in their records it shows the last payment on 11.14.07. Because I settled with the collection agency, Suntrust is reporting to the credit bureaus illegally.Desired Settlement: I want Suntrust to stop reporting negatively to the credit bureaus as of 10.23.09, which is when the payment was made. It should show settled in full.

Business

Response:

Re ID: [redacted]- [redacted]

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client on July 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Review: Suntrust positioned large checks to clear account ahead of several small transactions to maximize the overdraft fees. When I attempted to discuss matter with Suntrust Customer Service, I was given the run-around about account access. Once I provided 10 minutes of information to verify account, I was not allowed to speak to a supervisor to go over my account. I was placed on hold twice for over 20 minutes. I was never checked in on while holding, so I assumed no supervisor would provided. I feel that Suntrust should reduce the $628 worth of overdraft fees to cover less than $200 worth of transactions. To properly close this complaint, I need Suntrust to make a good-faith effort in explaining why a large check cleared before several small transactions when a) The transactions were Debit transactions (which should clear immediately), and b) the check was written 3 days after the debit transactions. This is clearly gaming the banking system to maximize overdraft fees at the expense of customers. I also require the overdraft fees to be reduced by half in order for this complaint to be closed.Desired Settlement: $314 of overdraft fees removed from my accounts.

Business

Response:

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

Review: On May 18th, 2013, my son purchased a [redacted] from [redacted] in Delray Beach. I cosigned the loan to ensure he be offered a lower interest rate. My credit score was in the 850’s. Financing was procured through SunTrust Bank. I received no communication from the bank until December 2015.

At the dealership, I was assured that if payments were not made in a timely manner, I would be notified immediately. Once I assumed the payments, the car would be delivered to me, and ownership transferred to my name.

The letter received in December of this year stated that the payments in the account were late and that the total amount due was $499.65, payable by December 10th, 2015. If payment was not made by the 10th, SunTrust would exercise the right to repossess “the above described collateral”.

My son paid the total amount due on Dec. 4th, 2015, confirmation #[redacted] This was later confirmed in a letter. When he made the payment, the SunTrust agent told him that he had not and would not be reported to the credit agencies.

On Dec. 7th, I received a notification from my own personal identity theft protection service advising that there was a change in my credit score. The reports were submitted on Dec 4th and on Dec 7th after the total amount due was paid on the 4th.

I called SunTrust Bank to 800-828-7959. The phone conversation with the agent and then a supervisor was highly unprofessional.

I was told the payments had been late in Aug, Sept, Oct, and November. I asked why I had not been notified until Nov. when the car was in danger of being repossessed. The reply was that letters had been sent to my son. I explained that although the address is the same, any correspondence addressed to him is private and by law, I cannot open them. No explanation was offered as to why I had not been notified. I explained that as a cosigner, I am financially responsible for the debt but that I cannot satisfy a debt I am not aware of. Visits to the branch produced the same resultsDesired Settlement: I am hereby requesting that the reports be withdrawn based on the fact that I was never given notification that the payments were in arrears. I was not contacted in writing, by phone or in person until the letter dated Nov. 24th, 2015, which I received the first days of December.

Secondly, the report was sent to the credit agencies on Dec. 4th to one and Dec. 7th to the other, on the day the payment was made and after the debt had been satisfied. The letter received from SunTrust clearly states that action would be taken if payment was not made by Dec. 10th.

Thirdly although I cosigned on the loan, it cannot be expected that the person responsible for the loan will notify the cosigner that payments are late. It is poor and negligent business practice for a bank not to notify a cosigner on a loan default, not only for my benefit but for their own. Had I received a letter or call, the loan would have been paid immediately.

Business

Response:

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

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not received any resolution, response or offer from SunTrust Bank. They have not contacted me by mail or email. I received one courtesy phone call during which no resolution was reached by either party. They continue to charge late fees from previous months, even though when the account was paid in full, no late fees were charged and the balance was zero.

The reports have not been withdrawn from the credit reporting agencies by SunTrust.

I further learned that when the balance was paid in full, an automated recording stated that there had been no reports to the credit agencies at all for the primary holder of the account. That statement is false, as we were both reported as late to Equifax and Transunion. My complaint that I was not notified of the account being late still stands. What's more, SunTrust continues to fail in communicating with me, a case in point being the resolution to this complaint. I have not received any direct response.

Regards,[redacted]

Review: Suntrust bank is claiming that I owe money from over 7 years ago with no explanation of charges. I closed out these accounts as well as already paid them off. They are now reporting me 7 years later and I don't know why. I contacted them when I found out by another bank they were reporting me and asked for proof and a itemized bill. I called over a month ago and the representative told me that they'd be sending something to my address to prove I owed money and never did. I called again and the same thing. Still no bill no proof no nothing. They are liars and are illegally reporting me. They are unethical!Desired Settlement: I want them to put my balances at $0 and stop reporting me as I owe money so if I need a bank or anything it wouldn't be a problem.

Business

Response:

We responded to Ms. [redacted] by letter on May 14, 2015 requesting additional information necessary to investigate her complaint. Client did not provide needed information and case has been closed. If you have any questions regarding this case, please contact Ms. [redacted]. Sincerely, William R. Hagen Vice President and Manager Executive Services

Review: Deposit of a check was made to my account on June 6th, 2013. The check cleared the bank of issue on June 7th, 2013. It is June 11th, 2013 and the SunTrust bank still has this deposit on hold. Is this legal??? My account has not been credited with this deposit yet. When I contact customer service I am placed on hold and eventually my call is dropped by their service organization. Contacted their customer service (oxymoron) several times without any satisfaction.Desired Settlement: Would like my account to be credited with the amount deposited.

Business

Response:

Good afternoon:

We have responded to our client Ms. [redacted] in writing on June 17, 2013. Since Ms. [redacted] did not provide written authorization so that we may share our response with you, please contact the client directly with any questions you may have. Thank you for allowing time for the client to receive our response.

Review: I signed up for an account with suntrust based upon their [redacted] promotion. 5,000 miles for the account and 1 mile per dollar spent. They took my social security number ran my credit and opened my account after taking $[redacted] from me. Days later I could not access my account via online banking. I had to call (from overseas) at my expense and spend over an hour on the line being told that my account was closed for fraud. It was only open a couple days. No fraud happened. This is a lie. I now have to wait some time to get my money back which they took. Also I will not get my miles. This cost me a lot of time, and also money on phone calls. This bank has disgusting customer service. I'm glad to learn this. I asked to speak with supervisor whos name is [redacted] at Client First in [redacted], and [redacted] didn't put his client first. He stated that he will not talk to me.Desired Settlement: First I want an apology the Executive office, also from [redacted]. I want [redacted] retrained because he is what I call a bad person (a waste of air) he shouldn't be in a customer service position. Not that I would ever go to a place like [redacted], but if I did, I would hope he would be the one washing my tires at the car wash.. I want interest on my $[redacted] which was taken away for several days. I also expect the bank to deposit 15,000 [redacted] miles into my [redacted] account for breaking their deal with me. This compensates for the money I spent, time I spent and major inconvenience..

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 been making payments larger then my payment due.Expecting the over payment amount to go on principle. I have put a note on my payment stating so.... as they requested and it is still not put on the principle unless I call and request it.I have had to call on 4 occasions to have them put it on the principle.bout 14 months of payments.This is after they keep telling me each time the problem is fixed and not to worry about it.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Have them put my overpayment on principle without having to check on them to handle my account correctly.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the allocation of monthly payments to your above referenced account. We appreciate the opportunity to respond . We regret you were not satisfied with the service you received when you contacted us about the extra payments not being applied to principal as you requested. Please be assured your comments concerning this matter were forwarded to the appropriate management area . The information you have provided helps us to know where the emphasis tor future training and process improvement efforts should be placed . Your account has been reviewed, and all payments have been corrected (copy of payment history enclosed). In addition, we have notated your records to apply all extra payments as principal. Mr. [redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance, please contact us via your Online Banking Profile or call us at 800.SUNTRUST (800.786-8787) . A representative will be glad to help you. Sincerely, [redacted] Assistant Vice President Client Advocacy Team

Review: To whom it maybe concern:

I would like to file a claim against SunTrust bank due to they denied the claim I submitted. Sun trust has not sent a reason of why they rejected my claim. I submitted my claim more than a month ago and has not gotten a reply other than they denied my claim. I submitted proof that I was not in the city when my identity was stolen by someone using my debit card while on vacation. My name is [redacted]. From February 14, 2015 through February 17, 2015, I visited Dallas, TX. I used my SunTrust Bank debit card to purchase all my expenses on those 3 days. I left Dallas, TX to return to Atlanta, Georgia on the 17 February, 2015. I have my airline ticket check-in for the proof. However, someone stole my SunTrust Debit Card and charged at different stores in Dallas, TX from February 24, 2015 through February 26, 2015 while I was back in Atlanta. I also have proof from my work place that I was working at the shop from February 24 through February 26, 2015. I immediately call SunTrust bank to cancel my debit card and disputed those fraudulent transactions. I list the fraud transactions below. SunTrust representative documented the claim and told me to wait for the result of the investigation. On March 10, the SunTrust contacted me to inform me that they denied my claim. I had contact SunTrust many times to dispute again and ask for the explanation of the denial. However, they still ignore my dispute and request. According to FDIC, customer’s account is 100% protect and a refund for any fraudulent incident. Please help me to contact SunTrust and resolve my claim.

Sincerely [redacted]

Fraud transactions:

February 24, 2015:

[redacted] $4.19 [redacted] $10.00 [redacted] $15.98 [redacted] $118.67 [redacted] $192.24 [redacted] $51.03 [redacted] $73.63 [redacted] $84.27

February 25, 2015:

[redacted] $4.25 [redacted] $59.52

[redacted] $116.83

February 26, 2105: [redacted] $21.64

March 17, 2015: [redacted] $250.66Desired Settlement: On March 10, the SunTrust contacted me to inform me that they denied my claim. I had contact SunTrust many times to dispute again and ask for the explanation of the denial. However, they still ignore my dispute and request. According to FDIC, customer’s account is 100% protect and a refund for any fraudulent incident. Please help me to contact SunTrust and resolve my claim.

Business

Response:

Dear [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com and the [redacted] regarding unauthorized transactions on the above referenced account. We appreciate the opportunity to respond. Our records show that you contacted us on February 25, 2015 to dispute several unauthorized transactions on your account. A claim, Case [redacted], was established for you at that time. We received your completed affidavit and began our investigation. Our Fraud Assistance Center informed you that your claim was denied on March 10, 2015. · After reviewing your case again, you stated you were in Dallas, Texas from February 14 to February 17, 2015, and the transactions in question were negotiated after you left Texas. We determined that errors occurred in setting up your case that resulted in incorrect conclusions in our first investigation. The case was corrected, and your claim was honored on April 14, 2015. On that day $926.46 was credited to your account, as indicated in our April 15, 2015 letter to you from our Fraud Assistance Center (copy enclosed). In addition, enclosed is a copy of your April 20, 2015 statement showing this credit. We regret the delay in the resolution of your claim. You are a valued client, and we hope this information is helpful to you. If you have any questions regarding your accounts, please contact us via your Online Banking Profile or call us at 800.SUNTRUST (800.786.8787). One of our representatives will be glad to assist you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy T earn

Review: suntrust closed my business account and refuses to return almost 10,000.00 that I deposited into the account by check that cleared the funds the next day after the deposit. we have spoken to several departments for suntrust, with everyone we're speaking to giving us the run around and false information. we were told it would be mailed to us within 30 days in the form of a cashiers check, then they changed it and said we had to pick it up in person., when we arrived at the bank they then said we needed to be there in person, as we are physically standing in front of them!..through all this ridiculousness we still have not received our funds, which have been cleared for over 30 days!!....Please help to find out why we are being ripped off by this institution. And also put an end to their smoke screen and mirrors business practices !!!!Desired Settlement: DesiredSettlementID: Refund

REFUND OUR MONEY ASAP!!!!!!!

Business

Response:

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

Please close this case on your records.

Review: I am and have been disabled for years. While waiting for my disability income from prudential to be approved, I have been charged the monthly fee of $17.00, although I have asked on several occasions, how to avoid the fees, they simply reply, " have direct deposit processed via the account to have the fees waived or to maintain the minimum required balance". I advised them that my direct deposit from [redacted] was pending, until then, could they refund the fees. The request was denied.

I ordered a book of checks and clearly requested the ones that come free of charge as an account benefit. However, I was charged on 11/13/2013. Per the representative, they send me notification that they no longer offer that benefit on that type of account. I am upset, because I never received such communications and have been paying the $17.00 per month, for what? Furthermore, I asked her about the [redacted] rewards, which I noticed, my credits wasn't coming in from SunTrust lately. She also claimed that they have discontinued that program, mailed me notification and offered me the option of getting another card without the [redacted] airlines annual fee. I verified my mailing address with her, which is correct and asked why wasn't I advised of such changes? She claimed they mailed it. As of today, I am still using a [redacted] debit/check card and am demanding my [redacted] miles credits for using the card. My [redacted] Sky miles card is effective from 11/11 good thru 01/2014.

Please resolve the above matter.

Thank you!Desired Settlement: Please refund the fees and award me my delta sky miles credits to date.

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.

I haven't heard from them. and what has happened to my delta sky miles for that period.

Thank you.

Regards,

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence that was

forwarded to us from the Revdex.com regarding statements and online banking access for

the above referenced account we appreciate the opportunity to respond.

Our SunTrust at Work Solid Choice Banking account is an

interest-bearing account that contains a variety of features designed for

clients with multiple account relationships. For instance, the account offered

a [redacted] check card; a 445 discount on a safe deposit box; unlimited

official checks, money orders or travelers cheques, solid theft protection

Classic; eligibility for a Premium Money Market Performance Account is free, a

subsequent check orders in incur a fee.

For this account type a $17.00 monthly maintenance fee is assessed

if the minimum balance requirements are not met. The balance requirement for a

monthly maintenance fee waiver is a $3,000 minimum daily collected balance with

Payroll Direct Deposit, a $5,000 minimum daily collected balance without

Payroll Direct Deposit for a #10,000 total balance between linked deposit

accounts.

As a courtesy, we have refunded three months of monthly

maintenance fees, or $51.00 to your account. However, because we have

determined that the assessed monthly maintenance and check order fees are

valid, the remaining fees will remain.

Our records show a letter was mailed to you in January 2012

notifying you that the [redacted] SkyMiles Classic Check Card program would end on

March 23, 2012. A second letter, reminding you of this change, was mailed to

your in March/April 2012 and included instructions to begin using the SunTrust

Classic Check Card included with the notification. Because the Detail SkyMiles

Classic Card Program was discontinued as of March 23, 2013, we much

respectfully decline your request to receive SkyMiles for the time after the

program terminated.

[redacted], should you have any further questions, please feel

free to contact us at [redacted]. Our representatives will be glad

to assist you. Thank you for banking with SunTrust.

Sincerely,

Review: I had an old joint account that went negative and I was unaware that when it was closed (not by me) it was negative. Anyhow, they debited my current account $300.00 ( of what I told was fees). The problem is that I didnt know that this was going to be coming out of my current bank account (also with suntrust and opened many years). There had been NOTHING sent to me about this old account. This has put me into a bind and when I called both customer service and the recovery Dept. I was told no one could do anything about it. When we looked at the old account, there was an ATM withdral that was done while there was an negative balance (which I have now learned from customer service that this is procedure). The bank then charged 36.00 for that. Then they charged over $130.00 in fees on this said account. They also took $312.00 from my account and the balance when that account closed (according to suntrust.com) is $286.00. So im not sure which "FEE" the extra was.

I have been a customer with them since I was 13. Im 40 now. This is unacceptable. This is a shady way to do business. I would have set up an agreement to make this right, but letting a CURRENT customer know about this would have been beneficial.Desired Settlement: I would like the $130.00 in fees refunded. When the ATM transaction was attempted and the account was negative, they should never have given the money to my joint person. and by doing that. we incurred several fees.

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Review: My father has Alzheimer's. He has 5 daughters of which 1 is under indictment for financial exploitation of an elderly person, her arraignment was yesterday (June 22, 2015). Myself and another sister gained joint POA over our father in January 2015. The 4 daughters (excluding the 1 under indictment) are united to support our father in the last years of life. The sister under indictment called SunTrust Bank and said that my fathers account was being used fraudulently and that it should be investigated. SunTrust put a freeze on my fathers account, jointly owned with my sister who has joint POA and is the 3rd party payee for VA for my father. He has no income now and they cannot make their house payment or pay for monthly medical expenses. There is no court order to freeze and no valid reason to freeze. On June 10th, 2015 we sent a copy of the POA, a letter from the Circuit Court Clerk, and a copy of our case against the sister under indictment (the 1 who called SunTrust and requested investigation). We had the Detective call SunTrust Bank and talk to the individual who put the freeze on and she still would not listen. The representative for SunTrust, [redacted], was unwilling to discuss or offer a number that we could call to dispute. She said..."get a court order to remove the freeze". My father is without funds and has no way to support himself. My sister does not work and is the fulltime care taker for my father. [redacted] at SunTrust bank had no documentation to support this freeze. SunTrust Bank has been unwilling to discuss and is causing undue hardship on my father who is 81 years of age. We would like this account reviewed and communication from SunTrust bank to the owners of record on this account.Desired Settlement: Review of submitted supporting documents to SunTrust on 6-10-15 and an outbound call to the owners of record on the account.

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Consumer

Response:

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

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

Regards,

Review: In the fall of 2014, I applied for a equity line of credit with Suntrust bank which was approved.. The loan was to be used for expenses for building a new home but, since I had $300,000 in my money market account, I didn't need the money right away. However, the loan was placed in my money market account and not on a separate line item (loan).. I paid interest on the loan in the total amount of $4000. I went into to the palm coast branch and spoke to racheal, the manager . She immediately put the loan amount back into a separate line item so I would not be charged any more interest. She did not know why the money was placed in my money market since she was not part of the loan application. She informed me I had 18 months to request the money in the form of the loan. Instead it was placed in my money market and I was charged interest on money I did not need and money that should not have been put in the form of a loan at that time. In February, 2015, I had major surgery and was in hospitals and rehabs for a total of 5 months. My wife paid the bills in my absence. I realized the error when my health had improved but the bank said I signed all the papers and approved this. I believe I was misled or an error was made in putting it in loan form before I needed it. Why would I choose to pay interest on $180,000 when I had $300,000 in my account already? I am requesting that the bank refund the interest on the loan which was poorly explained. I never withdrew a dime of the loan funds and feel that I should be compensated for interest charges I did not authorize nor did I need.Desired Settlement: I am requesting the return of the $4000 which was paid in error

Business

Response:

Please see attached response.

Business

Response:

Dear Mr. [redacted] : We have received and reviewed your correspondence forwarded to our offices from the Revdex.com regarding the interest paid on the above referenced loan. I appreciate the opportunity to respond. Please see the enclosed copy of our response letter dated March 08, 2016, in which we explained the reason we will not honor your request for a refund of Interest charged. In order for you to take advantage of the special interest rate of 1.99%, you were required to select the loan repayment and the advance had to be taken immediately after the rescission period ended. I am enclosing the supporting documents again for your review. We have fully researched and previously addressed the issues raised . Given there Is no new information regarding this matter, our position remains the same and we consider the associated case resolved and closed. Mr. [redacted], should you have any new concerns or questions regarding your account, please contact 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office March 8, 2016 [redacted] Re : Access 3 Home Equity Line of Credit Account ending In [redacted] Signature Advantage Checking Account ending in [redacted] Dear Mr. [redacted]: We have received and reviewed your correspondence regarding the interest paid on the above referenced account. I appreciate the opportunity to respond. Our records indicate you opened the account on October 17, 2014 (agreement enclosed). As part of the agreement to receive a special rate of 1.99% (see enclosed Special Rate Addendum to Access 3 Equity Une Agreement and Disclosure Statement} you needed to designate the loan repayment and the. disbursement of the funds . We show you choose Option 2, the Interest only promotion with Interest of 1.99% for the first 12 months. To receive the special rate, the advance had to be taken Immediately after the rescission period ended. The rescission period is the three business days between the loan closing and funds disbursement that applies when a security Interest Is taken In a consumer's prlnclpal dwelling. The Federal Government requires this time to allow the consumer to "think it over" before incurring finance charges. Also enclosed is your signed Disbursement Request and Authorization form, authorizing the funds to be released to you. Please see the enclosed copies of the disbursement · check and the statement showing the funds were deposited into your checking account referenced above. Because you authorized the draw and in accordance with the terms of the agreement, we respectfully decline your request for a refund of interest charged. Mr. [redacted], I know this Is not the response you were expecting, and I understand how frustrating this matter has been. If you have any questions or concerns regarding your account, please do not heslt~te to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800. 786.8787} or visit any SunTrust branch . A representative will be glad to assist you . Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office

Review: My account has two different routing numbers somehow. When I gave my account number to have my income tax deposited it did not go thru. I went to suntrust and they said their is nothing they can do call the customer service. I do not understand why it did not go thru when it has before. When I called the customer service people the said the routing number on the checks they have given to me were wrong or different. The woman I spoke to did not seem to care and would do nothing to help not even let me speak to a manager. My $2400 dollar tax refund is in limbo now.Desired Settlement: I want to know why I am having this much trouble to rout my tax income and what are they going to do about it. For my income tax to be deposited.

Business

Response:

Re: [redacted] Revdex.com Case [redacted] We responded to Ms. [redacted] by phone on March 19, 2015. If you have any questions about our response, please contact Ms. Malaney. Sincerely, [redacted] Vice President and Manager Executive Services

Review: I closed on my home in Charlotte, NC in April of 2015. I made the mistake of getting a loan with escrow account through SunTrust Bank. In the fall of 2015, I discovered that there was property tax due on my property from between the years of 2011-2014 (before I owned the home) that my closing attorney did not catch. Once I discovered this, I immediately emailed James R[redacted] (my mortgage consultant) who forwarded my email to one Jennifer D[redacted] stating: "Can you please contact our mortgage servicing department and explain this situation to someone in property tax escrow area. Hopefully, they can input something in the system to instruct SunTrust employees to NOT pay any tax bills for prior to 2015 on this property. Please reply to all." Ms D[redacted] responded: "I spoke with the SunTrust tax department. The tax bill was paid in full for the year 2015 ($10,947.32) on 10/9/15. They show in the system that the account is current and up to date. They have made notes in the system that no prior year bills are to be paid." At this point, I presumed the issue was resolved. Unfortunately, when Mr Raby requested that I examine the possibility of refinancing my mortgage a couple of weeks ago, he discovered that SunTrust went ahead and paid this bill, which was known to be contested, and that my escrow account was now some $22560 net negative. I was never given notification. There was no discussion. I'm horrified at the dishonesty of this bank! Initially Mr R[redacted] stated "It should be the responsibility of parties involved to fix this and report back to you. Now that I am aware of the situation, I will stay after it." He didn't stay after it, never followed up with me until I contacted him to inquire about the status of this issue, at which time I was basically told that its my problem to solve and I should get an attorney to solve this issue. I am hoping that Sun Trust will do the right thing here.Desired Settlement: I would like a full refund of the funds erroneously taken from my escrow account to pay a bill which Sun Trust acknowledged was not my own and which Sun Trust assured me would not be taken out of my account.

Business

Response:

Dear Ms. [redacted]: We received your letter regarding the above-referenced case, however you did not include a signed authorization form from Ms. [redacted]. Therefore, we are unable to provide you with a copy of our response to Ms. [redacted] dated March 14, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m ., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

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. After being reassured on multiple occasions that money would NOT be taken from my escrow account to pay previous tax bills on my property prior to my closing on the property last year, Sun Trust bank went ahead and spent my money without even giving me notification. I have requested that the replace this money into my escrow account. Rather than correcting their error, the banks response was that this is my problem to fix, but at least they won't increase my monthly mortgage payment further to cover THEIR error. Was I supposed to be appreciative of my bank not stealing more money from me to cover their own error? This is unacceptable and outrageously unethical of this corrupt banking institution. They need to replace the money into my count that even they acknowledge should never have been removed. THEY can figure out how to correct their error. I am happy to sign any release of information you may require to resolve this issue. I am out of the country this week but will promptly send you any authorization for upon my return next week. Thank you so much for your assistance.

Regards,

Review: I needed a new account for one of my direct deposits. I decided to look for a bank offering a cash promotion for opening a new deposit account. I found suntrust, and my brother helped me navigate to open a new account,and set up direct deposit so I could receive the promotion. I have fulfilled everything on my end. I came to a suntrust bank earlier last month, and was told they couldn't tell me anything about it because I used the online promotion.I emailed suntrust last night, and received an email today stating I did something wrong on my part and thats why I did not get the $125 promotion.Desired Settlement: I want that $125 promotion. its not my fault that the system made an error. the only instructions were to click on what I clicked on, and it brought up the new account screen. I have the correct checking and everything, and want the $125 promotion. that is definitely false advertisement for me to do everything on my part, and the bank to deny me what they advertised. makes me feel like a criminal trying to get something for free, when that's not the case

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.

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 received a letter from Suntrust Bank stating that my account was to be closed, but gave no reason why just it was an internal decision, I call to find out why the account was being close and explained that there is money in the account and I have direct deposit going into the account every 2 weeks I was told it was an internal decision that I had done nothing wrong, I was not happy about this and said I was going to file a complain and they hung up on me, from what I can see from reading about Suntrust they do this on a regular bases but will not give a reason just its an internal decision.Desired Settlement: To have Suntrust hailed accountable for there actions and Suntrust needs to be investigated to find out why this is an ongoing issue with the consumer

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 asked for historical deposit information to reconcile a short term loan for tuition for my daughter's masters degree. I was told this would cost $5. However actual cost was charged at $5 per monthly transaction for 32.50 transactions or $170.00. Surveilling my account, this charge flagged out. I disputed this charge as a total misunderstanding of any error and asked for a resolution by reversing these charges. I clearly claimed a misunderstanding and assurance that I would never have moved forward given this new charge information. I only was explained that it was quoted a certain way and that I should have known that it was $5/transaction to get records. After multiple attempts to reach a resolution, I am forced to take this comlaint and closing this account which is in good standing for 4-1\2 years. I just want a oe ear!

Product_Or_Service: transaction history

Order_Number: research fee

Account_Number: CheckingDesired Settlement: DesiredSettlementID: Refund

$165 refund ($170 charge minus $5 agreement)

Business

Response:

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

Please close this case on your records.

Consumer

Response:

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

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

Regards,

Review: cashed a stolen check out of my checking account on 11/16/ 2015 and will not put the money bank .They mailed my checks to the wrong address and they said how do you no we mailed them to the wrong address ,the wrong address is on the checks they are a joke once this is resolved I hope I never hear their name againDesired Settlement: I just want money back

Business

Response:

Re: Revdex.com complaint # [redacted] SunTrust is currently reviewing the client's concerns and formulating a response. If possible. please extend this case and we will contact you as soon as a response is mailed.