SunTrust Bank

Review: I have had an auto loan with Suntrust for 3 years and 8 months. I have had one issue when the account fell 60 days behind. That was rectified ASAP. My payment date is the 8th of every month. Based on my pay schedule at work, I make my payment EVERY MONTH at a Suntrust Branch and usually the 3rd Friday of the month. I have paid this way for over 3 years. I understand that the collections department has a job to do however, the collections department uses an automated dialer and calls the same number 6-7 times per day and leaves 6-7 messages per day at one number. There are 2 additional numbers on my account that do not receive ANY calls, period. The number that is called is a co-signer, someone who has nothing to do with the loan or payments. I have called in a requested that MY number be the first number called on several occasions. On January 12, 2015, I spoke with 1 rep and 1 supervisor. Neither of them seemed to know the correct procedures as to simply placing MY number as the first number of contact. First I was told the other person needed to tell them not to call, I explained that person has expressed on NUMEROUS occasions not to be called, then the rep stated that the request needed to come in writing, which is NOT correct. I then requested to speak with a supervisor who tells me that the person needs to tell them not to contact them, AGAIN, I explained to him that the person has expressed that and requested 4 times during the call to please just put MY number first. Then the supervisor tells me the procedure is to send a fax. I am simply asking that MY number be called first. I did not request the other to be removed, just to not call that number 6-7 times per day and leave 6-7 messages per day. I explained to the supervisor the collections department can call me as many times as they want, just to call my number.Desired Settlement: The resolution I am looking for and requesting is that the collections department call MY number first everyday and speak with me since this is MY car and responsibility.

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.

Review: I opened a online Suntrust account a few weeks ago and went into the bank and also created a Money Market Account. I accidently used a old bank check book for my deposit on one of my checks. It caused my accounts to be come inactive and I could no longer see the money deposited into the accounts from the [redacted] bank deposit. I could nolonger access my accounts and when I called Suntrust, I am unable to get to money deposited until they perform an investigation. I told them that I accidently used an old checkbook but they continue to with hold money deposited into the Checking and Money market account. I just want my money and will never use them again.Desired Settlement: Send me my money and close out my account, I will find a better bank.

Business

Response:

SunTrust has responded to our client but cannot share the

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

Review: I had fraudulently activities on my bank account for $115.89. I had to open up another account and that account was left open due to pending transactions For two or three days, I did not monitor the closed account and aprratently a credit was given back by the company and the bank applied one also. The bank debited the credit back and notified me after the fact. I had three items that came through the old account and was charged an NSF fee for them. If I had of been told before the extra credit was taken back out of the account, I would have transferred money from my new account into that account to safe me $108. While I am disputing this and talking to a banker, I was charged an overextended fee. I had told Suntrust that I would not deposit anymore money into this account until I get my refunds back from the fees. Also, the account was noted by a banker that a fee for the last transaction to [redacted] would be credited back to me. There is a total of $180. The account is negative $400 and something dollars no. I am tired of giving money to the bank for fees that I should have not incurred. If I had know that there was no money in that account, I would have transferred money from my other account. This is common sense to see that I did have money but it was in another account.Desired Settlement: Because I had money in my new account when all of this happen. I want to be reimbursed for $180 then I will deposit the necessary amount of money into that account to have it closed. If I had been aware of the reveral of a credit, I would have transferred money of to take care of the shortage so I wouldn't occur any fees. I feel that I am being charged bogus fees.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the reversal of a credit for a fraud claim and overdraft fees on the above referenced account. Thank you for sharing your concerns and providing us theopportunity to respond.Our records indicate that you contacted our Fraud Assistance Center on December 15, 2015 to establish a fraud claim for $115.89. Your account was credited for $115.89 on December 17, 2015 (copy enclosed). Because your account was also credited by the merchant, [redacted], on December 21, 2015, the duplicate credit was reversed on December.22, 2015 and a letter was mailed to you on the same day (copy enclosed). Your account was credited $144 in fees on January 5, 2016 as a courtesy. This refund included three $36 overdraft fees assessed to your account on December 22, 2015 as well as the extended. overdraft fee that posted to your account on December 29, 2015. I have enclosed statement copies for your review. Your comments about your experience are very important to us and were shared with the appropriate management. The information you provided helps us to know where the emphasis for future training and process improvement efforts should be placed. Ms. [redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance regarding your fraud claim, please contact our Fraud Assistance Center at 800.447 .'8994. A representative will be glad to help you. Thank you for banking with SunTrust. Sincerely, Kathy [redacted] Officer Client Advocacy Team

Review: My mortgage went to closing in August 2013. In July 2014, I received a letter stating they did their "yearly review" and my escrow was short and my mortgage would go up over $300 per month if I did not pay the full amount of the shortage by a certain date. I contacted them and they said they made a mistake at closure, and the amount I agreed to pay was not the correct amount and I had been paying less per month than I should have been because of THIER mistake. I was also able to prove to them that I paid the full year's hazard insurace at closing and they paid it again after closing bringing my escrow into the negative. I was able to show them the cancelled check proving as such. No changes were made to my mortgage and no answers were given. My mortgage went up over $300. At the end of October 2014, I got a SECOND letter stating they did their "yearly review (now 2 within several months of each other)" and my mortgage was going up another over $300 because of the shortgage totaling nearly $700 MORE PER MONTH than I was paying as of June 2014. I have still not received any answers. They have admitted their mistake. I signed an agreement at closure in August 2013 and they have changed my mortgage saying they made a mistake and they basically don't care what they agreed to.Desired Settlement: I want Suntrust to answer their customers and not make their customers responsbile for their own mistakes. Raising a homeowner's mortgage by over $600 in a couple month period is OUTRAGEOUS! My options are either hiring an attorney, trying to refinance or going into foreclosure.

Business

Response:

We have received and reviewed the correspondence that was forwarded to our office from the 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 indicate that the loan closed on August 9, 2013. As listed on the [redacted] the seller paid the 2013 property taxes in the amount of $921.59. This amount was used to anticipate the future monthly escrow collection for the next twelve (12) months. However, this amount was based on an unimproved basis and would increase once the property was fully assessed. The enclosed copy of the [redacted] and [redacted] signed at closing acknowledges receipt of the notice and your election regarding the collection of property taxes. You choose not to pay the estimated future cost of the anticipated tax increase and understood that the payment would increase once the fully assessed amount was available and the escrow account was reanalyzed. On June 18, 2014, an off scheduled escrow analysis was performed to adjust the monthly payment after we received and paid an unanticipated supplemental tax bill (new construction bill) for $1,348.61. A shortage in the amount of $2,438.02 was determined and the monthly payment increased from $2,359.49 to $2,675.04 effective August 1, 2014.On October 21, 2014, the annual escrow analysis was performed to ensure that we are collecting sufficient funds to disburse the payments for the escrow items. The tax amounts were updated from $921.59 annually to $3,618.51 annually. Due to the increase in the property taxes, as expected the shortage amount was $4,123.90. The monthly payment increased from $2,920.95 effective December 1, 2014. The escrow shortage is also a result of unanticipated homeowners’ insurance disbursements from the escrow account. On August 19, 2013, we disbursed the premium of $792.00 to [redacted] Insurance. Our research determined that the homeowners’ insurance was also collected and paid at closing; therefore, [redacted] received an overpayment. We verified with [redacted] that a refund was sent to you on August 28, 2013 in the amount of $792.00. We regret the double payment for your homeowners’ insurance. Also, on July 30, 2014, we disbursed the insurance premium to [redacted] for the 2014 to 2015 period in the amount of $1.037.00. In September 2014, you cancelled the insurance policy and changed insurance carriers from [redacted] to [redacted] on September 24, 2014. [redacted] sent a refund to you in the amount of $943.67 on September 10, 2014. To reduce the escrow shortage, you can send the homeowners’ insurance refund amounts to credit the escrow account and the monthly payment can be adjusted. As an alternative option to lower the monthly payment, we may also spread the escrow shortage for a longer period of up to a thirty-six(36) month interest free repayment period instead of twelve(12) months. [redacted], if you are interested in spreading the escrow shortage for a longer period or have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at[redacted], Monday through Friday from 8am to 6pm Et. If you have any questions regarding the servicing of the loan, you may contact our Client Services Department at[redacted], Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET. Sincerely, [redacted]

Review: Suntrust is my main bank and their method of collecting overdraft fees is completely ridiculous. The charges on my account were reversed to an order where the largest charge went through first, followed by all of the smaller charges so that instead of accruing one overdraft fee to my account, I ended up with 180$ worth of overdraft fee.Desired Settlement: I'd like to be refunded the 144$ that was taken in excess overdraft fees. The bank tried to accomplish satisfying me by refunding 72$ but then let another two charges go through after the refund causing me to get an additional 72$ in overdraft fees. So their outcome became meaningless.

Business

Response:

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on June 16, 2015. If

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

Review: I am a ** citizen with a single bank account in the US. On Thursday 5th September I asked my wife to pay in a cheque for $50,000 (funds that were due to me) into her account. I did this because my bank does not permit me to pay in endorsed cheques unless the original payee is on the account. The money was paid into my wife's account with Sun Trust. We were scheduled to settle on a house purchase on Sept 13th. I searched for and found Sun Trusts schedule of fees and charges on the web at [redacted]. It clearly shows that domestic wire transfers are charged at $25. On the 12th September my wife went into the [redacted] of [redacted] in [redacted] and was charged $50 for the wire transfer of $22,810.13 from the account of [redacted] to complete our house purchase. She informed me she was charged that much because Sun Trust said thats what they charge for wire transfers from business accounts. I should add that I did not know that my wife would be paying my money into a business account. I called up Sun Trust and was put through to a [redacted] (I'm not totally sure I recall his surname) in Sun Trust's Wire Transfer Processing Division. [redacted] categorically told me that Sun Trust does not charge $50 for wire transfers unless they are going to an international destination . He emphasised that he should know because he works in the office that processes them. He said that he would speak to the bank. When he returned he said the manager had informed him that their policy in the branch was to charge business customers $50 for wire transfers. I told him that the published tariff did not differentiate between business and personal customers in the fee schedule. He said he could not assist me further because he could not see the document and he was not allowed to receive email or documents from the public. The following day I accompanied my wife to the branch in[redacted] where we met a [redacted] by the name of [redacted]. I took the copy of Sun Trusts schedule of fees and explained to him that the money that had been paid in to my wifes account belonged to me and that I had been charged $50 for a wire transfer whereas Sun Trusts published tariffs say that should cost $25. [redacted] put up a very insouciant attitude from [redacted] and told me that the bank charges business customers $50 for wire transfers and insisted the charge was correct. I told him that Sun Trust's Wire Transfer Processing Division had categorically told me that the bank only charged that for international wire transfers. He said he could go and bring the tariff to show me and I told him that I expected Sun Trust to honour the tariff they publish to customers on line and that there was nothing on that tariff to say that the charges did not apply to business customers. [redacted] continued to insist the $50 charge was correct so I informed him that I this was unacceptable and I wished to remove the balance of my funds in my wifes account. [redacted] responded by invitinge my wife to close her account, she said she did not wish to do that no but she wanted withdraw my funds without exposure to further charges. She and requested his assistance as it the amount to be withdraws was rather large $29,000. [redacted] refused her request for assistance and told her to go to a cashier . When my wife did so she was informed that she would only be allowed to withdraw $10,000. During the course of the encounter [redacted]'s demeanour went from insouciance to outright insolence. I am amazed that the bank condone this sort of behaviour in such a circumstance from a company [redacted]. He should not at all be surprised that a member of the public would expect the bank to honour it's published tariff. In this case my wife felt that she had no choice because the funds were required for the house settlement the next day so she paid the charge but ultimately I paid it because the funds it applied to belonged to me.Desired Settlement: Refund of the $50 charge for the wire transfer fee.

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.

They are scamming customers with their overdraft fees. When you have an automatic bill pay, its like they wait until the day or week that your bills are coming out and then process all other charges from that week. There is no reason that ALL charges from one week to two weeks should process on one day. And it just happens to be the day that my bills are coming out? I think not. So, I'm charged with $35 overdraft fee for EACH CHARGE!
This is the third time that my account has been on hold because my "data was compromised." Yet, I wasn't notified that they were going to be placing my account on hold.
One of those times, my car payment was on automatic bill pay, and declined because my account was on hold and now that is on my credit as me missing payments.
The second time it happened, I was at a gas station getting gas and my card was declined. I again called Suntrust and they told me that my account was on hold. AGAIN, without notifying me in advance.
Last but not least, my account is on hold today, and has been for the past 3 days. Do you think they notified me? No. AGAIN, it came as a surprise to me as my two daughters, my wife, and I were at a doctors appointment and ended up stranded. Why you ask? I opened my Uber app, to request a ride, and my card was declined. I called Suntrust and they explain to me that my account is on hold and they will have a card out to me in 7 to 10 business days. So, with no cash, and no access to MY ACCOUNT, my family and I were stranded 35 minutes from home. Suntrust said that there was nothing that they could do about it.
And now when it comes down to my bills automatically coming out in the next two days, if I cant get to the bank before closing time, I wont be able to deposit enough funds to account for the bills that are about to come out. And who will then be responsible for those overdraft charges? They are phishing for ways to exploit their customers and I think its disgusting. How do you trust someone to store your money when they keep stealing it from you?

Review: I was a victim of a scam in where I set an item for sale at [redacted], finally after agreement with the interest purchaser, I was notify by him that there was a mistake and an over payment was made out to me,( there was a discrepancy between the date he informed me of it and that actual date of the check, and I received a check that was a business check and since he mentioned always his business I deposited in my bank account, he started to demand that I wire him the over payment money. I advise him that I needed to wait until the funds were clear on his account. Finally on 6/18/13 I realize that he check was return, I contacted the bank immediately I became aware of it. I visit the branch closer to my work place (Debary FL ). I brought the evidence I had with me ( picture of check, picture of envelope that the check came in and all text messages between me and him from day one ), this was never taken to consideration. My bank account was set on HOLD and I was not allow access to it . Upon my consistent request they allow me some cash. My direct deposit came in that account for what I'm not been able to do anything. There has been payments made that they decline to pay although the money is there. Finally I was informed of the decision of the bank of closing my account. They assumed I was part of it despite what I attempted to show them. I have never deposit anything other than my paycheck and I have been with them for six month. I believe that they were negligent in looking at the evidence I have with me and failed to their merchant standards of services, putting me in a severe stress. I was be punished in this situation when I'm really the victim.Desired Settlement: I believe I should keep my account. They can restrict the way the handle the checks, but I shouldn't be held account for somebody else fraud.

Business

Response:

Good morning:

We have responded to our client Ms. [redacted] in writing on July 1, 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: On or about April 28, 2013, I opened a checking account with SunTrust Bank online, through their website. To fund the new account, I set up a connection to an existing checking account I had with another bank. I authorized the transfer of $500 from my old checking account to the new SunTrust account. The full amount was taken out of my old checking account, but never put into the SunTrust account. When I called customer service on approximately May 5, 2013, I was first told that they did not know where the money was, but that it would be credited to my account "in a few days." I said that was an unacceptable response and asked to be transferred to a supervisor. Eventually, I was. After explaining the situation, I was put on hold for an unreasonably long time -- probably close to 15 minutes -- and finally, was told that the account was flagged for fraud and had been closed. The $500, I was told, would be back in my old checking account within 3 days. About a week later, I received a debit card from SunTrust, despite having been told that my account was closed due to "fraud" concerns. I went into a branch by Dupont Circle in DC and was, again, forced to wait an inordinate amount of time while people tried to figure out where my money was. I was finally told that the account was not, in fact, closed, and that the $500 would be deposited into the account (again) in no more than 3 days. It has now been four days and the money is still missing. I have spend HOURS with these people trying to get my money back, which they have now been sitting on for close to a month. THIS IS ILLEGAL AND ENTIRELY UNACCEPTABLE. I am through calling customer services and dealing with branch employees who, frankly, do not have the slightest clue what's going on.Desired Settlement: I WANT MY MONEY BACK IMMEDIATELY. I WANT THE ACCOUNT CLOSED. I WILL NEVER, NEVER, EVER DO BUSINESS WITH THIS PATHETIC OPERATION AGAIN.

Business

Response:

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

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

Should you have any questions about our response to Ms. [redacted] in the meantime, please feel free to call Mr. [redacted], a manager of Executive Services, at [redacted]. He will be glad to speak with 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 want the account to be CLOSED. And they are wrong, I went into a branch at Dupont Circle in Washington DC with my drivers license, debit card, etc., and was told by a branch employee ([redacted], or [redacted], or something like that) that the account was verified. This bank's practices are sloppy and unprofessional, to say the least.

Regards,

worst customer service, in branch and on phone in leesburg va fort evans rd location, doesnt return phone calls!!! No manager on duty, tellers are rude!

I was with [redacted] Credit Union for years. I switched to SunTrust because there wasn't a [redacted] in Orlando. My stepmother raved on and on about SunTrust so I thought I'd give them a try (there was also a branch right across the street from my home which was a plus!) Everything was great at first, until I started to realize that it takes almost a week for transactions to be debited from the account! To make matters worst, the online site gives you two balances which completely screwed me up on two occasions. I went to the gas station, and one of the balances showed $7. So I only pumped $5 in gas thinking I'd be okay. The next morning I woke up I had a $36 overdraft fee. When I called and asked why the representative told me I was looking at the wrong balance, and only really had about $4. (She even mentioned something about how it's the MERCHANTS that take their sweet time to take the money. [redacted] takes the money IMMEDIATELY. And Im sure [redacted] are the same everywhere. So it's not the "merchants"). So because I went over by a dollar and change I was warranted a $36 overdraft fee. This past weekend, I made quite a few purchases (with money in the account to cover it), and Monday morning I paid my electronic bill via e-check. I bet you can guess which payment they attempted to debit first. In case you dont know how SunTrust works, I'll tell you. They took the payment I made Monday morning before any of the payments I'd made the week before. Now I have FIVE OVERDRAFT FEES TOTALING $180. What makes it so bad is the fact that I was charged $36 for smal debits that were like $5 and $9. How is that even equivalent? I'm waiting on a call from a supervisor tomorrow. Hopefully they even return phone calls, but I won't hold my breath. It's a shame that I'd rather deal with a bank that's 50 miles away versus a bank that's walking distance from my front door. Deposits and withdrawals....l'd make that trip to Lakeland, Florida. Worst banking experience ever. I'm a 22 year old, college student trying to make it on my own without my parents' help. $180 is enough for grocery for the month! It's ridiculous.

Review: Since I have been a member in 2011, when I have funds available my transations are pending. Which means the funds that I have available the money has already been deducted from my available balance. But if I overdraw my account the money that has already been held for pending transactions is reversed cause hundreds of dollars in overdraft fees, instead of the one fee for the transaction that causes my account to go in the negative. I dont think that's fair and would like a refund.Desired Settlement: Refund

Business

Response:

We responded to [redacted] by letter on October 7, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

Review: In December 2015, Suntrust was advertising a $200 promotion for extra money to shop with for Christmas if new members signed up for a new checking account with; set up for direct deposit, and had at least 10 transactions per month, as well as at least $500 every two weeks. I met every requirement, and they did not deposit the bonus into my account. I have checked with Tawny, the girl who made the promises to me on several occassions, and at first she said it should happen any time. Then a couple of weeks ago, I contacted her again and she said she will send the request over again. I also sent a few emails to verify the information, and one email confirmed that $200 would be deposited. One of the emails said that they needed to "verify the deposits", and they had already gotten 4 $500 deposits from my payroll. What were they verifying, and what was taking so long. Today I got an email stating that the promotion was for $100 and that $100 was deposited to my account today. I resent that they lied to me and promised "money to spend for Christmas", and here it is almost 3 months later without fulfillment of the promise. This is totally deceptive advertising and practices, and I totally don't appreciate it. Here is one of the first communications: Topic: Credit Card Rewards

Account: CHECKING *1847

Subject: Re: Bonus Acct - Checking-1847 {Credit Card Rewards} [#[redacted]]

Attachment:

From: Customer Support???01/26/2016

Hello Sheril,I am delighted to go over your account today and I do understand your concern with regards to the reward of $200.00.I have reviewed your account profile and see that the requirement of cumulative Direct Deposit of =/>$500 within 60 days of account opening is not yet verified, as soon as the direct deposit is verified you will receive the bonus of $200.00 as a credit to your account.I hope this information was helpful. Regards,[redacted]Digital Client ServicesDesired Settlement: I desire that they give me the complete $200 as promised.

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: Hello. I have been a Customer of this Financial Institution for over 10 years on the "Personal Banking" side, I have been a Commercial "Business" Customer for a little over 5 years. Suntrust Bank in my opinion discriminates against minority and specifically AFRICAN AMERICAN OWNED BUSINESSES. I started my business in March of 2009, I was Introduced to [redacted] who is the Business Banking Specialist with Suntrust, after offering my business plan to him he offered little to no assistance in helping me secure funding for my business, small business loans, NO information for the most part, ultimately telling me that it would not benefit me to start a business at that time, 5 years later, although I have faced many perils I have (1) paid off my first piece of equipment, (2) maintained a steady relationship with the bank, (3) built my business up on my own without the assistance of Suntrust Bank. On at least 3 occasions I have applied for "Loans" or "Lines of Credit" from this bank, I have been denied EACH TIME, please keep this in mind, I have credit scores in the mid 700's, (personal) and BUSINESS credit scores in the 70's (80 is a top score). EACH TIME I WAS DENIED for reasons that to this day make little to know since. My Wife a former employee of Suntrust Bank has on many times educated me that "if you don't have a certain amount of money in the bank you are treated totally different" versus someone with LARGER balances, and they were told that if accounts had fewer than $20-30,000 cash in them were accounts and customers they should NOT pay much attention to. My Wife also indicated that "Suntrust is NOT small business or African American Owned business friendly" and that they were told to put as much scrutiny on small companies as they could.

On August 6th 2014 I submitted paperwork/application to apply for a "Business Line of Credit" in the amount of $25,000.00 at the Suntrust Branch located at [redacted], my application was submitted to [redacted], Vice President/Branch Manager Ellicott City Branch. All of the information she requested was submitted and I was told I would have a decision in 48 hours, well after about 72 hours I received and e mail at 3:18 PM on MONDAY August 11th 2014 requesting more information, not a phone call out of courtesy, and e mail which I could barely read, had I not went over the e mail with a fined toothed comb I would NOT have understood what it was about, ultimately it was an e mail from the actual UNDERWRITER ([redacted] WLS Support Specialist, Wholesale Lending Services Orlando WLS) that was sent to her, versus contacting me via Telephone or sending me an e mail which was detailed and understood, I was sent correspondence that was sent to her from another party, and again, had I not scrolled down and deciphered the e mail I had no clue what it was about. I tried contacting the underwriter, she would not accept my calls or return phone calls to explain what was needed, upon going over the e mail I figured out they only needed a "Profit Loss Statement" for the 2nd quarter of this year (2014) which I could have supplied during my initial consultation with [redacted], also W2's for 2012 and 2013, which I indicated to [redacted] reflect part time work done and very little income, I also explained to [redacted] that this Business Line of Credit is strictly for the business, NOT for personal usage and all incomes from my 2012 and 2013 Tax Returns reflect REVENUE GENERATED BY THE BUSINESS, I also offered valuable collateral to secure the credit which she refused to accept or inquire about with the Underwriter, I offered the titles to one of my Personal Vehicles which was paid off, as well as the title to my [redacted] which carried an Insured and declared value of $65,000.00 for the bus and roughly $3,000.00 for my automobile, she declined to review or accept EITHER as collateral. Upon submitting the additional documents she requested on Thursday August 14th I was told that I would get a response and a decision by Monday August 18th, I received a call on my residence "voice mail" notifying me of the Banks the decision. On Wednesday August 20th I contacted [redacted] to inquire about the banks decision and was told it was based on my "Business Credit Scores and the amount of revenue I had going into my Business Checking Account" for the second quarter of 2014, my Business Credit Scores as reported by [redacted] are a 70, (the top line is 80) we generated over $51,000.00 in revenue during the 2nd quarter of 2014, over $50,000.00 during the 1st quarter of 2014, so as I was explaining to [redacted], this made little to NO since and that I felt she had NOT done her due diligence, nor did she represent me FAIRLY to the Underwriter, she had not considered the options of collateral that I offered and did very little to assist me in my efforts to secure credit from this bank which I have been a customer of for over 10 years, that the decision was solely based on my RACE and had no other bearing otherwise. Again, I have EXCELLENT Personal and Business Creditworthiness, positive income for my business for the past five years.

On Wednesday August 20th 2014 I went to the Branch location with the intent to CLOSE ALL PERSONAL AND BUSINESS ACCOUNTS with Suntrust Bank, I was NOT allowed access to my remaining funds when I showed displeasure with this Institution and their practices, I was told "if you want to close your accounts come back the next business day" as I explained and yes with ANGER that "pending items" had no bearing on me withdrawing my funds from the bank, at that point during a HEATED discussion with TWO representatives (WHO SPOKE VERY LITTLE ENGLISH) I was asked to leave the Bank. Several hours later I received phone calls from Howard County Police Officer [redacted] Badge number [redacted], during our conversation he indicated that I had made threats of violence against the NON ENGLISH SPEAKING representatives with a weapon (I do not OWN or possess weapons) ALSO during this conversation these individuals shared my private information with this Officer, (my banking, financial and personal information) as Officer [redacted] asked them while we on the phone "how much money does he have left? how much is pending?" This information is PRIVATE and if there were to be criminal charges brought against me the ONLY information they are allowed to share is my ADDRESS, they should NOT even have given this Officer my PHONE NUMBER which is a violation of my constitutional right of PRIVACY, again, this Bank shared my information with a PRIVATE CITIZEN which is against the law, at that point I went IMMEDIATELY to another Safeway Branch Location (Enchanted Forest Safeway Branch--[redacted]) and withdrew whatever remaining funds I had in this bank for fear of my personal and financial information being compromised by the bank. On Thursday August 21st 2014 it will be in my best interest to CLOSE all accounts and end my relationship with this bank. We have ALSO filed complaints with the Federal Reserve Bank against Suntrust, as well as with FDIC...

Please see e-mail below.

Please call me if you have any questions.

Thank you.

-----Original Message-----

From: [redacted] Sent: Monday, August 11, 2014 3:39 PM

To: [redacted] Subject: RE: Send data from [redacted] 08/11/2014 13:27

Hello [redacted],

We are missing:

W2 2012 and 2013

Profit and loss statement for the last three months and balance sheet

Account receivables

Thank you, [redacted] WLS Support Specialist, Wholesale Lending Services Orlando WLS

SunTrust Banks, Inc.

Mail Code: [redacted] Tel: [redacted] Option 2

Fax: [redacted] Client Support Group [redacted] Option 2

How Can We Help You Shine Today?

-----Original Message-----

From: [redacted] Sent: Monday, August 11, 2014 1:54 PM

To: [redacted] Subject: FW: Send data from MFP-[redacted]/11/2014 13:27

Thank you so much for your help.

-----Original Message-----

From: [redacted] [[redacted]]

Sent: Monday, August 11, 2014 1:27 PM

To: [redacted] Subject: Send data from [redacted] 08/11/2014 13:27

Scanned from[redacted] User Name: [redacted] Date: 08/11/2014 13:27

Pages:23Desired Settlement: First of all [redacted] should be Terminated IMMEDIATELY for her unethical business practices and her unwillingness to provide fair treatment to ALL customers of Suntrust Bank, I am also hoping the Branch Manager at the [redacted] ([redacted]) be terminated as well, she has on SEVERAL occasions INSULTED, PAST JUDGMENT AGAINST MY BUSINESS AS WELL AS MY CHARACTER, during a conversation with her in regards to my displeasure with Suntrust Bank she decided that it was FUNNY, literally LAUGHING IN MY FACE in front of other Customers to the point I just walked out. Suntrust Bank has over 700 COMPLAINTS with the Revdex.com and 3 VALID NEGATIVE REVIEWS, in my specific case, I want these individuals FIRED and I have consulted my Attorneys, WE WILL BE TAKING LEGAL ACTION AGAINST THIS BANK....

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded to us by the CFPB and the Revdex.com regarding your recent loan application, We appreciate the opportunity to respond.

Our records reflect that you applied for a line of credit for your business on August 6, 2014. As part of our review, we asked for additional business and tax information in support of your application. Your application for the line of credit was declined on August 24,2014 (copy of decline letter enclosed). The reasons for the decline are noted in the letter. While we understand your frustration with the decision, we must adhere to underwriting guidelines that are industry standards. With every loan request, SunTrust tries to find a way in which to provide lending to our clients. When applications for credit are received, established guidelines are followed in reviewing the application information and determining the approval or decline of credit. These guidelines are designed to provide fair and equal treatment to all applicants.

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 nondiscriminatory 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 costs and fees associated with such products. Our gioal is to provide value ts our clients, protect thejr interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete, 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. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee.

We regret that you were not satisfied with the seruice you received during your visits to our-Elliot Citi Branch and Enchanted Forest Safeway Branch in August. Please be assured your cbmmentg concerning this matterwere forwarded to the appropriate management area. Our records indicate that you closed your Primary Business checking Account on August 29,2014.

[redacted], we regret any frustration caused by this matter. Should you have any banking questions, please call us at [redacted]. One of our representatives will be glad to assist you.

Sincerely,

Officer

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: I accidentally over drafted on my account, I got notice more than a week later (actually 14 notices) at the same time. Totaling more than [redacted].00 in just FEES. My paycheck is automatically deposited so when my paycheck hit my account it was all taken by fees. I went to the bank asked for help as I now had no money to live on for the next two weeks (paychecks are every two weeks). I had no money for food or gas. [redacted] at the [redacted] branch indicated he would pass the information and request on to his [redacted] and call me on Monday. He finally left a message on Tuesday indicating I'm sorry there is nothing I can do. I then contacted the branch [redacted] myself [redacted] was horribly abusive and said he is not going to work with me to help with the fees in anyway, stated these were in the agreement when you opened your account (they were not the account was opened years ago) and yelled I should learn to manage money better. Maybe he is right but it shouldn't be yelled from a bank [redacted] over the phone. I then called the customer service [redacted] number only to be told that they cannot help me in anyway as the branch froze my account and they cannot do anything I have to call the branch [redacted] back and ask him to unfreeze my account. By unfreezing my account transactions can be made including more fees charged. I told them about the horrible experience and I just could not bring myself to contact that man again. they again apologized and said they couldn't do anything. So for the last couple of weeks I have been borrowing and scraping because they took the last paycheck. There are fees on the account still that my last paycheck didn't cover and for every 10 days being charged another overdraft fee. They know I cannot pay all the fees but wont help me. Some contact should have been made they have my email and telephone number.Desired Settlement: I am asking for help. I understand the first two and am willing to accept that I made that mistake. The rest of the "snowball" effect is unnecessary and excessive. I also want the account closed by 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 on your records.

Review: I have a Suntrust home equity line of credit. On 7/31/2014 I went to this bank to withdraw the money $100,000. I use this money to down pay for a property and applying another mortgage. The lender needs a document to the source of this fund and how to pay back. So I asked for a statement to show the withdrew amount from the account and the monthly payment. The branch manager [redacted] refused to provide this statement. She said they were just a branch, they were not responsible for this kind of request. I said you represented Suntrust as a whole, but she just told me she couldn't. The loan officer on phone also told them they could use mortgage calculator to get the payment information for me, but she said she didn't have access to mortgage calculator. I spent 2 hours in that branch, didn't have time for lunch, and my loan application is delayed without that statement. Buying a property is stressful, [redacted] service made it worse. So on the other day I went to another Suntrust branch, they manager was very helpful, he used mortgage calculator and got me the payment statement immediately.Desired Settlement: If what I was told by this branch manager [redacted] is true, please give her more privilege to provide the best service she can provide to her customers. If that is not true, I suggest Suntrust hire someone who can do the job, rather than have someone there wasting customer's time.

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:

Suntrust didn't contact me as they claimed in your message!

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

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

opportunity to respond.

We regret that you were not satisfied with the service you

received when you visited our Perimeter Center Regional Office to transact your

business. Please be assured your comments concerning this matter were forwarded

to the appropriate management area. We are glad that when you visited another

location the information you needed was provided to your.

[redacted] your satisfaction is important to us and we ask that

you allow us the opportunity to regain your confidence. If you have any

questions or concerns regarding your account, please do not hesitate to contact

regarding your account, 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,

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.

In their response letter, I was only informed that "Your comments concerning this matter were forwarded to the appropriate management area". I want to be informed every step they investigate this issue till it is closed.

Regards,

Review: Currently tried canceling my bank account with them back in January on the 8th. Now my account racked up on service charges.

On January 8th 2015 I called customer service to cancel my account. I was told the account will be canceled but since that time suntrust has been hitting me with charges. Why should I financial suffer from a mistake the bank made. My account number is [redacted]. I have been charged with a total of 576$ since the 8th of January. Than on the 18th of February I called to see what you guys can do I the representative ended up hanging up on me.Desired Settlement: I am seeking for a settlement of what you guys promised it is not right that I have to suffer financially for your mistake. I want a refund of 576$ since that's the total amount of fees past the 8th of January.

Review: My husband & I signed home equity line documents with SunTrust in August, 2007. 2 days later, we received a telephone call from SunTrust asking us to resign new documents because of an error found in the original documents. We did so.

Now 7 years later we are trying to refinance our mortgage and the title insurance shows SunTrust recorded the mortgages for both sets of documents. We have 1 loan, but 2 recorded mortgages - same dollar amount, but dated 2 days apart.

We cannot close on our refinancing until the title company receives clarification from SunTrust Bank on why there are 2 mortgages in the same dollar amount. The title company can accept a letter from SunTrust Bank which simply states there is only 1 loan, but a 2nd mortgage was filed in error, and that with receipt of a payoff (which is what we're trying to do), both mortgages will be satisfied.

We have not been able to obtain anything from SunTrust to fix this problem and until we do, we cannot get our loan proceeds on the refinancing. In the meantime, we've had to get cash advances on our credit cards to pay the most pressing expenses (medical) at a cost of 5% of the amount of the cash advance figure. Right now this has cost us almost $1,000.00 and we aren't any closer to a fix.

SunTrust has provided a full laundry list of why they haven't been able to resolve the problem:

1. It's our fault and we should have noticed 2 mortgages were filed sooner (I really like this one)

2. They have to review the history of what happened (they readily admit their digital files contain 2 recorded mortgages)

3. They've sent the problem to expedited services (but there isn't a live person anyone can speak to to get a status report)

4. Somehow the problem was sent to the wrong area/wrong department/wrong person and they have to start all over

5. The issue has to be sent to legal for review

6. After # 5 above, start over with # 1 again

SunTrust acknowledges I only have the 1 equity line, but my file contains 2 recorded mortgages each in the amount of my equity line. All they have to do is fax or email my title company a letter to this effect so the title company can disburse our loan proceeds. The title company needs to know there isn't a 2nd equity line with SunTrust can can affect the new loan's mortgage position.

I've been unsuccessful in getting any type of response other than "I'm sorry" and "I just work in the call center and can't make anyone in the backroom do anything" from SunTrust. They promise to fix, but they don't. They promise to call me back, but they don't.

This is simply not acceptable and I shouldn't be forced to contact the Revdex.com. SunTrust should take enough pride in their own company and customer service to fix this problem. I understand mistakes happen. I don't understand when no one is willing to fix the problem. Shame on them.Desired Settlement: Either send the letter as requested or satisfy the mortgage that was recorded in error and PLEASE do this as quickly as possible. Refund what I've had to spend in cash advance fees while I've been waiting for SunTrust to respond.

Business

Response:

We responded to [redacted] by letter on August 12, 2014. If

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

Sincerely,

Review: I have 2 separate issues with Suntrust Bank: 1.problems with deposits and 2. poor customer service. The first problem I had was in October 31, 2013. I deposited my payroll check by using an ATM machine before 2:30 pm. The following day I checked my balance and noticed the full amount of my deposit had been deducted from my account. I called a bank representative and was told that my funds were on hold and would not be available until a week later. I went to the [redacted] branch, had the bank manager speak to my boss over the phone, and the matter was quickly resolved. I figured accidents happen and that I shouldn't have any more issues depositing checks. I signed up for direct deposit to make things easier for myself and my boss. Although the issue was handled quickly and with sincerity, it was stressful for me to worry about what happened to my money.The second issue happened July 1, 2014. I noticed my payroll check and my son's disabilty check did not post to my account. My payroll check should have posted on June 28, 2014. My son's check should have posted earlier that morning. I called my boss and Social Security to confirm that funds had been tranferred to my account. Both gave confirmation. I went to the [redacted] branch and spoke to [redacted] the bank manager. He greeted me nicely. As he placed a phone call to help resolve my problem, he dozed off. He went to sleep! It became quite apparent he was trying to stay awake by standing up while talking on the phone, rubbing his eyes, and yawning. I asked my boss to speak with him. During their conservation, he put her on hold without giving prior notice then hung up on her. I was told to wait another day to have access to funds in my account. No one at Suntrust could tell me what happenned to cause this delay in deposits. When the deposits post, I will close my account and take my money to other bank. I have lost all trust in Suntrust.Desired Settlement: DesiredSettlementID: Other (requires explanation)

My boss left a family outing to help me. She did anything correct on her end. The bank manager was rude and discurtious to her. She should be reimbursed for the trip that she had to cut short or a donation should be made to her school. There should be clear reasons why deposits aren't in accounts instead of passing accountability to customers. I think Suntrust should admit to being at fault and give out gift cards along with apologies. Pers

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 signed up for a suntrust account online and was promised that by doing so within 8 weeks I would have a direct deposit of $160. This has not happened and I have emailed customer service on several occasions. One representative said it would be deposited automatically by October 1. Then when I emailed again I was advised October 5. It still isn't there. They are making a false claim and I need them to keep thier bargain.

Also I requested a supervisor and none have responded or contacted me.Desired Settlement: $125 as promised (deal info below)

You’ll need to open an Everyday Checking and e-Savings accounts online, using the promotional code [redacted], on the account application page.

Then have a single direct deposit of at least $1,000 land in your checking account within 60 days of opening.

SunTrust then will deposit $125 into your e-Savings account within eight weeks after receipt of your direct deposit.

The direct deposit must be of your paycheck, pension check, Social Security check or similar regular monthly income.

You’ll have to open your accounts by Aug. 31 to take advantage of the bonus offer.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us by the Revdex.com regarding fulfillment of a promotion for opening the above referenced account. We appreciate the opportunity to respond.

Thank you for bring to our attention your customer service concerns when you contacted us by phone, and that a supervisor was not provided nor returned your call. We have sent this information to the appropiate management area.

You indicated you had not yet received your promotional credit of $125 for opening both a checking account and an E-savings account and setting up a direct deposit of at least $1000 within 60 days of opening. Our records reflect that you opened your accounts on July 16, 2014 and the first direct deposit was credited to your account on August 1, 2014 in the amount of $1,102.34

Because you met the requirements for the promotion, we creditied your Account ending in 5689 on October 30, 2014 in the amount of $125. This is noted as a Miscellaneous Credit on the enclosed statement, We apologuze that the credit was not given within the timeframe mentioned in the promotional material.

[redacted], you are a valued client and we regret any frustration the delay in the credit caused. If you have any additional questions or concerns please call us at [redacted]. One of our representatives will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer

Client Advocacy Team

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,