SunTrust Bank

Review: I am so dissapointed in this bank. My debit card was stolen on Sun 6/1/2014. I reported it lost the same day, the bank had already stopped the card becuase there were 2 gastransactions. With out any notice, the bank froze my account on Fri. 6/6/2014 and was told I needed to call on Monday 6/9/2014. I called today and was told that Suntrust no longer wanted to continue the relationship and I will recieve a letter. Needless to say I was appalled, I have payments going thrugh and they are holding my money captive because I can no withdraw. To say I am upset is the least !Desired Settlement: I will like explanation about there decision and a refud on my money!

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 banking with Suntrust bank for nearly two decades, and have build a very good repore with the associates there. It's has been only the past 7mos , that I have been dealing with a drive through teller by the name of [redacted]. She has been continuing t harass me on open a new account , even after I have refuse to open an account. On 7/17/2015 she held my transaction up 20 minutes with communication why and refuse to give me my document back. She is holding my transaction up no matter what if it's a cash deposit or to cash a check. Keep in mine there's normally no one else in line as I'm trying to make a quick drive Thursday transaction . I have reported repeatly to the branch Manager and nothing has been done about it. I have never had a transaction with Ms [redacted] that was less than 20mins. I have 3accounts with the bank, but before closing them all I need this issue address. For her to have further training.Desired Settlement: I would like to be notified by the bank on a solution, because I have been extremely satisfied for over 2 decades , and it will cause a lot of inconvenient to have to close my accounts.

Business

Response:

We were able to address this matter with the client over the

phone, apologizing for the issues she was receiving and assuring her that the

situation would be properly addressed.

Review: Suntrust unfairly sent an item to collections without first giving me an opportunity to dispute the item or even telling me why I owed the amount that they say I owe. To my knowledge, when I closed my account with them in 2011 the account had a $0 balance and must have resulted from additional fees that I wasn't aware of.It's frustrating that this is how SunTrust treats its former customers. While I did leave them to bank with another bank, I hadn't ruled out returning at some point. The fact that they sent this item to collections without notifying me or giving me the opportunity to pay it is incredibly frustrating (and a violation of [redacted]).The account is question is [redacted]XXXXDesired Settlement: While I can't undo the damage that their negative reporting has done I would like for them to remove the negative item from my credit report. As the original creditor they have the authority to do this.In the spirit of compromise, and despite the fact that I question the validity of this debt, I am will to pay the $58 dollars they say I owe.

Business

Response:

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

Review: This is the worst bank I have ever the displeasure of dealing with. I own a business and have been with this bank since 2006. I have never overdrawn the account and do not understand the reason for such disdain and lack of empathy displayed by this company's customer service.

Sometime in Feb of this year, unauthorized charges were made on my account. Apparently an unknown individual(s) wrote 2 checks totaling about $[redacted] from the account. The signature signed on the check was the name of my company and they processed the check to this person twice (could be an inside job who knows). It took about 9 months and they didn't even notice the fraudulent transaction. An unrelated bank ([redacted]) alerted them to this and that is when they called me on 12/12 to inform me of this situation. I questioned why it took them so long to find this and they said I was responsible for my own account to which I replied that maybe I should be banking with the other bank ([redacted]) that notified them of the suspicious activity.

When I was informed about this transaction that took place 9 months ago, I immediately lost every bit of trust and confidence that this bank was interested in protecting my money. I also immediately started going through all my statements and guess what I realized that they never sent me the statement on the month (Feb) this fraudulent transaction occurred.

This was a red flag and led me to believe the culprit could be a bank employee. So, I went back to my 2013 statements to ensure that everything was ok and I realized that they only sent me statements from July to December 2013 and all the statements from Jan to June of 2013 were missing.

So I called them and requested that they send me the statements for Jan - June of 2013 and the statement from Feb along with copies of all checks written on the account to ensure no one attempted or wrote additional checks from my account. The customer service told me that they would charge me $[redacted] to provide copies of my bank statements with the checks appended on it.

I spent over 4 hours on the phone arguing my case today and the customer service representatives I spoke to just did not care and said that I would incur those charges if they sent me the copies. I told them that they never sent me the statements to begin with and I was entitled to them legally and they still refused. 4 hours later multiple representatives hung up on me because they said we weren't getting anywhere (I just could not believe this and this got me really upset). I kept telling them that they statement was never sent to me and they called me a liar. One employee even went as far as insinuating that I probably printed those statements online and because they only allow up to 18 months of statement online that I was making it up. I offered to send in the original statements I have that came in the mail just to prove that what I had came in the mail and aren't copies. They refused and said that I have to pay $690 to fix possible issues they failed to detect.

They have the inability to ensure that only authentic checks are allowed to clear your account then when you attempt to ensure your account is up to date and safe, they hit you with exorbitant fees. Essentially, they allow outsiders to steal from you and then try to steal from you internally when you attempt to do what they are supposed to be doing.

I also bank with [redacted] and [redacted] and with these banks you can go online and print these statements and images for up to 7 years ([redacted] I know for a fact but not so much on [redacted])Desired Settlement: I want to receive copies of my statement from Jan to June of 2013 and the statement from Feb 2014 with copies of all checks written during this period appended to the statements. I'm legally entitled to these statements and they failed to provide those statements during the period in question. I will also be contacting the Attorney Generals Office of consumer protection to file additional complaints. This is not acceptable and Suntrust should not be allowed to rip people off; they failed to perform their duties per their terms of agreement and

Business

Response:

Re: Revdex.com complaint# [redacted] SunTrust has responded to our client [redacted] on January 9, 2015 in response to Revdex.com complaint [redacted]. On January 9,2015 SunTrust called our client [redacted] and spoke to [redacted] and informed the client have ordered the check copies and will mail them once we receive them on or after 1/21/15. Provided the client an update on the fraud claim and we are waiting for [redacted] to respond to Hold Harmless Agreement. Provided the client with my contact information if he has any questions. Please close this case on your records.

Consumer

Response:

I truly do not believe complaint number [redacted] should be closed. It should be reopened because two months after this entire incident I still have not received my $[redacted] back from this bank. I would like this case reopened and for the bank to refund my $[redacted]. Because this entire incident occurred as a result of their negligence they should refund my money and wait for the other bank to give it back to them. It's ridiculous that I have to wait this long and no one is giving updates on when my funds would be returned. I think two months is enough time to receive a credit.

Review: Suntrust has been hitting my account with ridiculous insufficient fund charges and extended overdraft item fees for 3 months now. My account was negative $1.7 on 8/8/13 and my direct deposit came through on 8/15/13, they charged me $36.00 for an extended overdraft item fee on $1.75 for [redacted] Now, when my direct deposit came through I logged online to my account and I did not see any charges for an extended overdraft fee at all. When I log onto my account on 8/16/13, I notice that Suntrust charged my account $36 extended overdraft fee on 8/15/13 but that charge was no showing on 8/15/13 at all. I then started to go through my statements with Suntrust because I've been hit up with fees for 3-months now, starting in June 2013. I started looking over my statement from 5/18/13-6/18/13 and I notice that Suntrust charged me a $72 overdraft item fee out of NOWHERE!!!! and then a few days later I get charged another $36 extended overdraft fee. I am currently on the phone right now as I am typing this with Suntrust Customer Service Line ([redacted]) and the time right now is currently 9:25 am and I have been on hold for 44 minutes and counting. I am a single mother, that is currently in a DV situation and I don't have any family or friends or anything here in Georgia, so I am winging it on my own. I didn't have anyone I could ask for $1.75 to bring my account to a zero balance, so charging me $36.00 off of $1.75 is RIDICULOUS TO ME!!!! I need every cent of my money. My child started back to school this week and that $36.00 is the difference between after school care for two weeks for my 5 year old child. This is so unfair to me that Suntrust conducts business in this way. I spoke with [redacted] today (8/17/13) at 9:39 am and they were actually very helpful in assisting me and [redacted] said that she could give me a courtesy reversal which I appreciate because any other time, no customer service rep for Suntrust would not have done that.Desired Settlement: My desired outcome is that I want my $72 back from the charge on 6/4/13 as well as the $36.00 they charged me on 6/12/13., I would like a apology, I would like a phone call, I would like an email and I would also like to close my accounts with Suntrust. I just need this issue resolved once and for all. This isn't my first attempt to have the overdraft fee's reversed either. One time I called a Suntrust Customer Service Rep and I was told that I could not get a reversal or have the OD fee waived because it was my fault that the account was overdrawn, when in fact, Suntrust shows the charges pending for a long time (why is that, if I am doing a debit???) and then they hit you with the fees. These are deceptive practices to their consumers and it's simply not fair. Also, I would like to give [redacted] and [redacted] a stellar review on customer service because these two are the only ones who have demonstrated extraordinary customer service in the 2 years that I have been with this 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 in your records.

Review: I was a victim of credit card fraud, with fraudulent charges made in another state. A forged card was used for purchases at an [redacted]. I spoke to a rep and received a fraud affidavit by e-mail and faxed it back the day the charges were made. Fraud Control notified me the day of the charge because the activity was so very unusual.I was told by [redacted] of Suntrust that I had to wait for a credit specifically because of banking [redacted]. Up to 5 days from the time the charge was cleared, not when it was posted. This means Suntrust can take up to 10 days to put my stolen money back. This is bogus because [redacted] issues conditional credits almost immediately. [redacted] states that banks have up to 10 days. Suntrust obviously intends to hold the cash as long as they possibly can. I guess they have using Other People's Money down to a science.Desired Settlement: I want my funds credited back immediately.[redacted] can credit immediately. Why not SunTrust?

Business

Response:

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

Please close this case on your records.

Review: I have been banking with Suntrust for over several years now for my business. About 2 years ago they started to "let go" the account reps that serviced our small business accounts. Ever since that time, the fees they bill to my small business operating account have gone haywire. I even went as far as to take one of these invoices to another bank and they literally laughed. They could not believe how excessive the fees are and they could not even understand what some of the items they are billing me for meant. I have repeatedly reached out to the bank rep that is left and have had no success. I was told to give her a few days and she would get the fees repriced and credit my account. Three months later, repeated emails and calls and no resolution ! It is literally highway robbery and no business should be at the mercy on this bank. Help please !!!!Desired Settlement: credit my small business account back on these fees

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Review: Since January 2014 I have been patiently worked with Suntrust about my accounts ending in [redacted] & [redacted] reverting from online statements to paper statements which generate maintenance fees. Each time a Suntrust representative gives a refund and then give different explanations as to why this keep happening. It happens to my son’s account ending in [redacted] quarterly.

They give reasons like:

1.You did not make 10 swipes with debit card and then I prove to them that we do make 10 swipes.

2.You have the wrong account type and then we change account type and the problem continues.

3.Your son’s account ending in [redacted] email address is invalid and I changed the email address to my personal email address: [redacted]

4.Now they say that the “ email address service provider, Carolina.rr.com, has a filter or setting that is blocking the emails sent from them”. This is incorrect because now both accounts, [redacted] & [redacted] use the same email address, [redacted], account [redacted] has not converted in about 6 months but the account ending in [redacted] is still reverting from online statements to paper statements which generate maintenance fees quarterly.

The maintenance fees have ranged from $7.00, $5.00, and $3.00 without any explanation as to why the fees are different. Suntrust is a large company and if this is happening to other customers without their knowledge Suntrust is making lots of money off erroneous maintenance fees.

I have proof of all correspondence with Suntrust about this matter since January 2014.Desired Settlement: I am requesting that my accounts ending in [redacted] & [redacted] be reviewed from start date for erroneous maintenance fees not refunded. Also I am requesting that Revdex.com have Suntrust reviewed for erroneous maintenance fees applied other customer accounts to ensure that this is not some type of breach or scam.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your online statements reverting back to paper statements without you requesting this change, causing a paper statement fee. I appreciate the opportunity to respond in writing .. You have expressed your concerns that in order to avoid a statement fee it is necessary to receive online statements. You have selected this option numerous times and continue to have issues with the statements reverting back to paper statements. Because your account is a joint account with your son, when on line statements are ready to be reviewed, a message is sent to both email addresses contained in our records. The joint owner on the account does not have the same email address as you referenced in the complaint. If either account owners' email provider rejects the message, online statements will revert back to paper statements for. both owners of the account and fees will apply. We have spoken to our online banking specialist and they are suggesting that the email providers have sc;>me type of filter or block that is rejecting our emails. You should speak with both emaii providers and ask them to assist with removing the filter or block. When you contact them, please let them know the emails are coming from [email protected]. Please riote that you cannot reply to that email address. When we spoke on the phone, you indicated that you would update the account with the same email address you are currently using. Please make sure you confirm your choice to receive statements via online banking. When the statements revert back to paper, the account is charged a fee of $3. Our records indicate that the account was charged a $3.00 paper statement fee on ·September 25, and December 25, 2015 and again on January 26, 2016. Those fees were refunded as a courtesy on the following dates September 28, December 31, 2015 and January 28, 2016 due to the ongoing issue you have been reporting. You also had concerns about monthly maintenance fees charge to the account. When the statements revert back to paper, the account is being charged a maintenance fee. Your account type, Essential Checking, requires that you must have 10 or more client initiated transactions per statement cycle and to receive online statements to avoid the monthly maintenance fee. The account was assessed a $7 maintenance fee on the following dates: February 24, April 27 and June 25, 2015. These fees were refunded on February 27, April 28, and June 26, 2015. You can access your online account statements to view all of the transactions mentioned above. If you have questions or concerns regarding a fee appearing on your statements not mentioned, please contact me and I will be.glad to research any new information. Ms. [redacted], we hope the information provided is helpful to you. lfwe may be of further assistance, please contact us via your Online Banking Profile, call 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust. I hope this information is helpful to you. Sincerely, Kathy [redacted]

Officer Client Advocacy Team

Review: I have requested my checking and savings accounts with Suntrust be closed so I can stop the over drafts they are charging and pay them off. Suntrust will not close my account and continues to allow my account with them to overdraft causing me to go further and further in debt with them and making it impossible for me to pay off the balance. I wanted to leave them for a long time because of practices I do not agree with and they refuse to allow me to do so and move on. Their actions of not allowing me to shut the account down and to continue to charge me will affect my family's well-being (being on a fixed income) and my credit rating. If they close the account and remove the excess over draft fees I could pay them in full more quickly.Desired Settlement: I want Suntrust to close my account to stop further charges from them and possible others. If this is done I can make restitution with them and pay them in full. If not I will never be able to pay them as the account will continue to accrue charges.

Business

Response:

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

to us from the Revdex.com regarding the overdrawn status of the above referenced

account. We appreciate the opportunity to respond.In order to close an account, a zero or positive balance must

exist at the time the request is made. However, we have no record of a

requested being made to close the account prior to their being an overdrawn

balance. Because of this, the account has remained open, and any items

presented to the account for payment will be handled in accordance with page 20

of our Rules and regulations for Deposit Account ([redacted]). Our Rules are

provided at account opening and on our website suntrust.com (see about us- fee

schedules-deposit account disclosures).[redacted] should you have any further questions, please feel

free to contact us via your Online Banking Profile, call us at [redacted] or

visit any SunTrust branch. Our representatives will be glad to assist you.[redacted]

Review: Hi

I was victim of Suntrust overdraft fee money making system. They have a special software program to make money out of their customer easily. Their online cash manager system does not reflect the activity. People like me get fooled by their smart program. I check my account everyday. I never seen any minus issue with my account. All of a sudden I saw 5 overdraft fees little spendings. I have contacted them by phone, bank branch managers. They were no help to waive my fees. Their system is complete misdirecting. Manager at the bank in [redacted] was treating me like crap. She was like wall. She answered like robots. People should not use this kind of customer no service banks. I have been working with them for long time. This was first time overdraft. I expected better relationship with Suntrust after having a business account for a while. They are not there to help. They are just there to rip you off. Stay away from customer no service Suntrust.Desired Settlement: I would like to get my fees waived and apology from Suntrust officials. Thanks

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:

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: The bank has charged me for repossession charges of $170.00 on my current bill although my car was never repossessed and my payments made in July, 2013 exceeded all amounts due for the period.

Business

Response:

Response was mailed to the above client on August 28, 2013.