SunTrust Bank

Review: I am in the process of closing on a house and need to wire the money from Suntrust. It has been the worst experience I have ever had with a company. My conversations with Suntrust started over a month ago, when I let my local branch know that I planned on depositing large sums of money into my Suntrust account and was making sure that I could do the wire quickly. All the Suntrust employees I spoke with told me that I could do this, and I reminded them that I was in Colorado and would be doing this all online/over the phone. There assured me that it was fine. When the time to close and transfer the funds actually came around, I called Suntrust to do it, and was told that I would not be able to do this over the phone and I needed to be in person. When I reminded them that I was in Colorado and could not go to my home branch in Virginia, they told me to contact my home branch to request a pin that would allow me to transfer the funds. Speaking with the General Manager, Monica Selvy, at my home branch in Springfield VA, was horrible. She was very aggressive with me and yelled at me over the phone, saying that she would not help me at all. Meanwhile, my mother walked into the branch to see if there was any way she could figure things out, and Monica was suddenly willing to look into the matter. I contacted another branch to see if they would be more helpful. They could not give me access to a pin unless I went there in person. Since I am in Colorado, I asked about granting my mother power of attorney so that she could wire the funds. Again, they said this would be fine. I spent over $80 at [redacted] just to overnight the power of attorney document to my mother, as my deadline to close on the house was rapidly approaching. When my mother showed up at the branch with the document, Suntrust then told her that they would be unable to accept the document. I now had to buy a plane ticket of more than $1,000 just to travel home at the last minute and do this in person.Desired Settlement: If I had known from the start that this would not be possible, this all could have been avoided. Suntrust was not transparent about this at all at any point, nor were they the least bit helpful in my situation. I put my house in jeopardy as the sellers were unsure whether I could get the money. If Suntrust at least told me that this was their policy from the start and I needed to be in person to do it, I could have arranged a flight at an earlier time and saved money. Not only that, both me and my mother had to take off from work in order to handle these matters, and it caused a lot of stress on both of us. I am disgusted at the lies and lack of help I have received from Suntrust. I demand compensation for the plane ticket and [redacted] document, as this all could have been avoided if Suntrust was transparent.

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: On 8/18/16, I was checking my SunTrust account online & noticed a charge to my Savings Account ending in [redacted] that I did not recognize (dated 8/17/16). It appeared to be a charge for deposit slips, but knowing I did not order any such items, I immediately contacted SunTrust through secure messaging to inquire why this transaction had appeared.

I received a response to my inquiry informing me that the charge was for deposit slips that I ordered. But, I knew I had not ordered any deposit slips, so I sent another message. Again, someone responded to me, asserting that I had indeed requested these deposit slips during my visit to my local bank on 8/10/16, & an order had been placed on my behalf on 8/11/16. However, I did not go to a bank on 8/10/16, so I replied, inquiring where these deposit slips were sent to try & determine how this obvious error might have occurred. I received another reply, informing me that the deposit slips were being sent to my mother’s address.

I then contacted my mother to determine if she had gone to the bank on 8/10/16, & she informed me she had because she recently moved & went to the bank to order checks to reflect her new address. However, it appears that SunTrust mistakenly entered her request for new checks as a request for deposit slips for my account ending in [redacted]. The biggest issue I have with this is that my mother should not even have access to that savings account. I am the only person listed on the account. My mother is authorized on my checking account & one of my savings accounts (I have two), but this authority does not extend to the account ending in [redacted]. Yet, when I mentioned this to SunTrust in my next message, the response failed to address the issue. Instead, they apologized for sending the deposit slips to the wrong address & requested I “collect the deposit slips from you [sic] mother’s home.” This response also still fails to acknowledge the original issue: I did not order any deposit slips. Nor did my mother.Desired Settlement: I do not believe that I should have to pay for a mistake made by SunTrust, so I would like a refund for the deposit slips I never ordered.

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: My father passed away June 2015, The day he died I notified the bank of his death. With in a week of his death on June 25, 2015 a death certificate was brought into the branch and we were told the account would be frozen until probate and estate were set up. I contacted the bank when the estate was set up only to find that the account was never frozen and withdrawals and fees were being charged to the account. I contacted the bank manager who was not helpful at all and provided him with the Letters of Administration. His name was Sham [redacted]. He told me the account was closed in October of 2015 due to insufficient fund as a result of their continuation of withdrawals. I asked for statements for the account and was only provided august september and october of 2015. I have contacted customer care and they claim they do not have the letters of Administration so will not speak to me regarding the account. they have told me to come into the bank which is not possible because I live in CT not Florida. They continued to allow automatic payments to be withdrawn from the account even after I was told it was frozen and that no activity would be allowed.Desired Settlement: I would like access to my fathers account and provided statements for the past 3 years and also a refund of all the overdraft fees and other fees that were charged to his account after they knew he was deceased.

Business

Response:

On May 11, 2016, we sent a request to the submitter requesting additional information regarding her deceased fathers account. As of the date of this fax, we have not heard from [redacted] 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 spoken to the bank and recieved the records I requested. No further action required.

Review: I was notified of an increase in my mortgage payment. I have my money direct deposited to cover my mortgage. The notice was not sufficient for my deposit to be altered prior to going into the account and the bank charged an overdraft fee which was refunded. That same day I did an electronic transfer of funds to cover the $3.45 difference from what had been deposited and what the increased mortgage payment was. I asked if I needed to go to a SunTrust institution so I didn't have any more problems to make the deposit or if the electronic transfer would be sufficient and I was told the electronic transfer would be fine. This was not true!!! The transfer, unbeknownst to me, did not go through for 5 days during which they then charged me a second overdraft fee. I did make another electronic deposit so there is enough money in the account before my mortgage goes through.Desired Settlement: An apology and a refund to the second overdraft.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding the above referenced account. We appreciate the opportunity to look into the issue raised and to provide a response to you . Our records reflect that on February 18, 2016, an escrow analysis was performed to ensure we had sufficient funds for the future disbursements of your escrow items. We determined a shortage of $38.24 due to an increase -in your 2015 projected amount for your homeowners' insurance. We provided you the option to pay the shortage in full or have it spread over a 12-month interest free repayment period beginning April 1, 2016. Since we did not receive a payment for the full amount of the shortage, your monthly payment was adjusted to $945.63 effective April 1, 2016. Your account is setup on SurePay our automatic drafting program and the payment is drafted on the tenth business day of each month. On April 11, 2016, we drafted $945.63 from your SunTrust Bank, Inc. checking account. At the time of the draft, you did not have sufficient funds: however, SunTrust Bank, Inc. honored and processed the payment. SunTrust Bank assessed an overdraft fee of $36.00 to your checking account" but the fee was waived on April 14, 2016. Your checking account had a negative balance resulting in an extended overdraft fee of $36.00 being assessed on April 15, 2015. On April 29 and May 4, 2016, you deposited funds into your checking account. On May 5, 2016, you spoke with a representative at SunTrust Bank, Inc. that explained the overdraft fee process and as a courtesy the $36.00 extended overdraft fee was refunded back to your checking account. Any questions regarding the checking account, please contact SunTrust Bank, Inc. at 800.786.8787. If you have any questions regarding the servicing of the account, please contact the Client Services Department at 800.634.7928 Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET. 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:

[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 I have been in touch with SunTrust. They did refund the money they took. I will not need any further action.

Regards,

Review: Suntrust charged me overdraft fee SIX times when my account has money in it. When my account still has positive balance they charged $228 on cleared transactions. I went to the local bank branch, and the banker told me they cannot control how the system works. Is this the system Suntrust developed? what do you mean you cannot control it. and they refuse to refund me the fees that was charged unreasonably.Desired Settlement: I want Suntrust refund me the unreasonable fees they charged on my account. Otherwise, I don't want to have business with them anymore.

Business

Response:

Dear

Ms. [redacted]:We

have received and reviewed your correspondences forwarded to us from the Revdex.com and

the CFPB regarding the posting of items and overdraft fees charged to the

account referenced above. I appreciate the opportunity to respond.Our

records show that, on July 25, 2016, overdraft fees were caused when eight debits

totaling $1,361.34 ($421 – [redacted], $400 - Check [redacted] $360 – Check [redacted] $85.78 –

Check [redacted], $35.42 – [redacted], $32.00 – [redacted], $19.15 – [redacted] and $7.99 - [redacted]),

paid against an available balance of $1,003.06. Given that there were not

enough funds to cover all of the items, your account was assessed six overdraft

fees totaling $228. Based on this information, we have determined that these

fees are valid. However, as a courtesy, we refunded [redacted] overdraft fee on July

26, 2016. We respectfully decline your request for additional refunds. [redacted]

is a statement copy for your review.The

posting order of your items is in accordance with our Rules and Regulations For Deposit Accounts. [redacted] is page 17 of our Rules for your review. Our

Rules are provided at account opening and on suntrust.com (see Menu?Personal

Checking Accounts?Features and Benefits?Overview Guides and Disclosures?Deposit

Account Disclosures). SunTrust acts in accordance with all State and Federal

laws and regulations and denies the allegations of wrong doing.Also,

regarding debit card transactions, once a debit card transaction (ATM

withdrawal or purchase) is authorized, a hold is placed on the client’s account

reducing the available balance. Funds on hold for pending debit card transactions

generally cannot be used for other purposes, even though the transaction has

not posted against the account. Typically,

it can take between two to five business days for debit card transactions to be

presented for payment and permanently post to the account. For this reason,

clients must maintain accurate account records noting all authorized

transactions, including pending debits and credits, to determine their

available balances. Detailed information concerning this matter is included on page

18 of our Rules ([redacted]).In

order to decrease the chances of overdrafts happening again, please visit

suntrust.com, where you will find helpful tips on how to manage your account

and avoid fees (see Facts About Banking). You will also find useful information

about our overdraft services and how to monitor your account activity when the

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

may also want to set up Overdraft Protection, whereby a protector account is

linked to your transaction account to cover any potential shortfalls. Detailed

information about this service is found on our website (see Menu?Small Business

Banking?Optimize Cash Flow?Overdraft Protection). Instructions for signing up

for Overdraft Protection and setting up email or mobile alerts are also found

on our website.Ms.

[redacted], I hope this information is helpful to you. Should you have any additional

questions regarding your account, please do not hesitate to contact us via your

Online Banking Profile or call us at [redacted] A

representative will be glad to assist you. Thank you for choosing SunTrust for

your financial needs.

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.

the way you count it is just a total, but when my cash flow is tight, it's all about timing. $421 - [redacted], $35.42 - [redacted], $32.00 - [redacted], $19.15 - [redacted] and $7.99 - [redacted] these four transactions were shown as clear on my end on July 25th. but it wasn't cleared until the midnight of the 25th. That mislead me that these trasactions are cleared. AND if I have $1,003.06 available balance for eight transactions total as $1,361.34, why would you charge me overdraft fee on six out of eight? the worst situation would be one check (the $400 one) cannot be covered. there would only be one overdraft fee. Instead, the way Suntrust manage transactions make your customers pay more fees. I don't want a courtesy refund for $38. I want my rightful refund for $190. Thanks

Regards,

Review: I have only been with Suntrust for two months and in those months I have had fraudulent charges. Recently this morning, June 1,2016 I checked my account and had $15.98 charges from Popeyes chicken that I did not purchase and it looks like a duplicate charge just check an earlier purchase at this establishment for the same price. I have my card and did not make purchases yesterday.I am an elderly lady on a fixed income and I can not afford these overdraft charges of my social security especially when I did not make them.

I need the money credit back to my account or I have to leave Suntrust. I can't afford these fraudulent charges.

I am filing a Revdex.com claim if this is not fixed.Desired Settlement: Refund $15.98

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:

I have not received the response yet. I have not,received the refund I was promised.

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Closed my checking account in the branch. Several days later I sign online to verify it was closed and that same day SunTrust presented an item for deposit and subsequently charged 2 overdraft fees of $36 each.

There has been no notification made from the bank.Desired Settlement: Refund of both overdraft charges. Deposit of the $20 item issued is being presented to the bank. Close my account

Business

Response:

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

Review: Scammers made a bogus mobile deposit to my account and the Fraud Risk Management closed my account without warning. After this happened all of my bill payments were returned and now I have late fees piling up. I have no access to any of the funds in my account. I filed a Fraud Complaint with SunTrust and was told that it could take 120 days to finish the investigation. I feel like I am being punished for a $750 deposit I did not make. The bank has closed my account over a check I never signed. I am also going to be charged an NSF for this check.Desired Settlement: I want all of my funds returned (including any NSF charges) to me and I want it on record that I did not deposit the check. I was a victim of scam artists. The check came from a Ralph and Joyce Jackson in Ft. Washington, MD. I have no idea who these people are.

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: In May 2016 I received a letter from Sun Trust that all of my accounts would be closed, there was no reason given in the letter, and after numerous phone calls, I was still not provided with a concrete reason for the accounts being closed. I work 10 hour days and getting to a new financial institution to open another account was nearly impossible.

I received an e mailed letter in late May, after the accounts had been closed regarding an unsettled ACH dispute, I was informed in the letter I would be receiving a cashier's check in the amount of $176.00. It is now August, after several phone calls to the Fraud department, of which confirmed the cashier's check had in fact been ordered and I should be receiving it within 10 days, still no check. I called today speaking again to someone in the Fraud department and was informed that a cashier's check had in fact not been ordered or mailed.

I have tried to resolve this since May, with no results, I either get put on hold for over 5,sometimes 10 minutes at a time, only to have the call drop, or get hung up on their end. I have reached my patience end with this and would like the problem resolved.Desired Settlement: I wish to receive the cashier's check in the amount of $176.00 within the next 5 days and then I can walk away from Sun Trust and not look back

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. Sherry R. F[redacted]Vice President, Client Advocacy Management Office

Review: On July 12, 2016 I was notified that 6 accounts were open with my social security number at Suntrust Bank. I have not or do not ever plan on opening accounts with them.

I currently have a 7 year watch with the credit agencies and [redacted] for activity with my social security number and fraud. Suntrust clearly opened the accounts and did not run a social security check or I would of been notified.

In 2015 my social security number was used by Suntrust and accounts were open at that time. I had signed up for additional services and filed police reports at that time.

Suntrust should not be allowed to open accounts without credit checks or talking to the person direct.Desired Settlement: Suntrust is not to open any accounts with my name or social security number. They also need to run social security checks of those applying for bank and checking accounts.

Business

Response:

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

Review: I went into the Suntrust located at [redacted] to speak with the branch manager, James in regards to my account. I had a merchant error occur on my card which resulted me not being able to use my funds and James was not only rude, but he was also very loud and condescending.

The merchant contacted the bank to verify their error and he still treated me with total disrespect. I do not have a ton of money in that account and it is my opinion that he did not want to listen to or help correct my issue because of that. James should not be in customer service and it is my suggestion that the company re evaluates his position.Desired Settlement: James needs to be re evaluated

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: On 7/19/16 at approx 7:30am I attempted to deposit $310 in the drive thru ATM at the Suntrust bank on [redacted] The ATM took my cash and and then said some of my bills could not be accepted spitting $180 back out to me. As it kept the other $130 the machine started to make weird sounds and all of sudden said your transaction has been cancelled. The ATM did not give me a receipt nor did it give me my $130 back. I took the $180 it spit back out to me to the ATM connected to the building and deposited it there. I called the branch and was told I had to call 1800suntrust which I did and filed a case#2803861. It has been 7 days and I still don't have my $130 back from Suntrust. I know they service those ATMs weekly and I can't understand if they can see there was an error making my deposit why they haven't proceeded to give me my $130 back. To me that is stealing. I call the fraud department everyday and I am told the same thing the case I still being investigated. I spoke to someone today who told me there is a note where the investigator shows there was an error with my deposit but there is no credit showing. At this point I am sick and tired of dealing with this bank and their poor customer service. I have had multiple ATM issues with this bank and they always want to take their time making the customer whole again.Desired Settlement: I want my $130 back and I was charged 2 $36 fees

Review: I was assessed an overdraft charge for a purchase made at [redacted] According to my account history and balance, I had $20.48 prior to the $17.47 purchase being made. I made this purchase and a purchase for $3.19, which would have put my account over $.18, well below the $5.00 over limit threshold. SunTrust refused to return the overdraft fee, after I was on hold for 12 minutes to reach a representative and then an additional 20 minutes being bounced from representative to representative. When I brought up the fact that SunTrust has the $5.00 “threshold” and I was well under that threshold, the representative could not provide a clear or concise answer as to why the fee was assessed. The representative kept talking in circles.Desired Settlement: I would like the $36.00 overdraft fee returned.

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: I have had so many issues with SunTrust processing my payments on my commercial loan, late charges all found to be SunTrust fault. All charges were reversed after continuous trips to the bank to resolve issues. Now that I have sold my building in January and now I have a letter stating my account is closed and has been paid in full dated12 February 2016. SunTrust is now sending me invoices with late charges on an account that is paid in full.Desired Settlement: Somebody in Suntrust needs to fix this problem.

Business

Response:

Re: Revdex.com complaint# [redacted] {[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:

[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: My husband and I are on a fixed income. I have many issues with the bank. The first and main one is the overdraft charges on my account. They have took over $ 432.00 out of my account from 6/16/16 to 7/11/16. The whole issue started with a withdrawal for $308.68 from a transaction I withdrew auto pay and Suntrust paid. From there it was a domino effect. The bank has taken $1116.00 this year alone for overdraft fees and extra overdraft fees. I have talked, talked and still continue they refuse to refund the overcharges. The last time I told them I was going to contact you and basically I was laught at. I am on a fixed income there is no need to keeping charging my account . When the whole issue started with the payment they took out even after I told them I stopped auto pay. I can't get ahead I keep falling behind and they keep taking more fees. They just don't care. I can't get our medicine or groceries because after the fees are taken out there is nothing left. The fees are excessive $36.00 each time and then an extension fee of another $36, for example I bought a couple of packs of cigarettes for my husband It was a debit transaction it should of not gone through if there was no money in the account ( so for $7 transaction I was charged $36) and that is on the bank I have been with Suntrust Bank for 20 years and this is how they treat you, no loyalty for being a good customers.Desired Settlement: I would like a refund of half of what they actually took. First of all they charge you an overdraft fee and then they attached another charge of $36 for the an overdraft extension fee.

Business

Response:

Dear [redacted]:Thank you for the inquiry concerning your account with

SunTrust Bank. During our investigation we determined that no error occurred

and your case is being denied. Due to the action that has been taken by SunTrust in denying

your claim, you will assume full responsibility for these debts and any

associated fees. You have the right to request a copy of any documents that

were used in decisioning your claim. Should you have any questions, require additional

information or would like to request any documents that were used to

decisioning your claim, please contact our office at [redacted].

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: this bank has pedigree banker goes around signing up docuent on other documentations elling time account motion accounts that keough they stamp document in smaller lettering sun trust bank than no one comes with document back to us benefit decease have left with income due us no one from sun trust knows pedigree banker was on their payroll we found her at another bank affliation in another state

no one knows she does business with sun trus tnational after document as been indented fine caliber by person designated calm keeper no one from sun trust knows where nationalissue a check fom knowna s sun trust capitol shame this business not helpfuleitherDesired Settlement: explain properly their delay and inconvenience they've caused rather resignationletter na by them further investigate their works

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:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I called today regarding my external transfer request with Truliant FCU to be canceled. I must say that working in Customer Service I have never experienced a lack of help or service like this. All I wanted to do was cancel my transfer and got a run around as to why a block was placed on my account in the first place and that I could not answer the security questions to have it removed from my account. This is absurd. The questions being asked were not public records and therefore should not be used. When asked if your agent could just use Lexis Nexis to verify my identify no comment was provided. As someone who works for a major bank as well, I feel your company does not have good customer service at all. To tell me I have to go into a branch to fix this is terrible customer service. I should be able to provide another form of security to prove ownership.This should never be flagged as wanting to cancel an external transfer is not a issue but to withdraw from an outside source is, in which I agree. I should be able to stop an external transfer without issue and hassle to go inside a bank. There should be other ways to verify if questions being asked does not pertain to the account holder. This should not be a hard issue to stop suntrust from withdrawing money from my credit union. I do not feel confident in the service being provided and I know this practice is different per account holder. I should have been offered another set of questions, proof of ID, etc.

I have lost all respect for Suntrust and I will be looking into canceling all my accounts as soon as I find a bank that is more customer service focused because it is clear your company is not interested in that.

[redacted]Desired Settlement: I would like a call from the head of the customer service department and the promise to coach agents better, provide better customer service and better solutions for those in similar situations as mine. I would also like to never have issues like this again with trying to cancel or even set up with external transfers as I use them frequently and need them to be in working order.

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: When look at my banking online I has a neagtive balance because of an overdraft that they took out. I was not overdrawn online any where until they took the overdraft out. If this is not fixed I will get more overdraft fees.Desired Settlement: I just want my overdraft fee back that is all.

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: We applied for a mortgage through SunTrust Bank via Jeff H[redacted] at SunTrust. When we applied online, the financial information we provided was removed and replaced by our credit report. We believe this error caused us to be pre-approved for a mortgage without SunTrust including a vital piece of financial information regarding a commercial loan we currently have. We placed a deposit on a house we wanted to buy because we thought we were pre-approved based on accurate information that we gave. SunTrust never finished our loan and instead kept asking for additional information week after week. We finally had to stop the loan process a week before closing. We will probably lose the $35,000 deposit we gave to the owner of the home we were trying to purchase. We are currently in mediation with the homeowner to try to get some of this money (if not all) back since our contract was contingent on financing which we could not secure. We are completely dismayed & disappointed in Jeff Harris at Sun Trust and the whole SunTrust mortgage system and will never use any of their services again.Desired Settlement: Let others know that SunTrust has a slow & faulty system for their mortgage process and it may cause customers to lose money because SunTrust doesn't communicate that their mortgages may not close on time or at all.

Business

Response:

Dear [redacted]We have received your correspondence regarding the above

referenced case. However, you did not included a signed authorization form from

[redacted]. Therefore, we are unable to provide you with a copy of our response

to [redacted] dated July 7, 2016. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: During the month of April 2016, I was the victim of identity theft. Someone entered a Suntrust Bank location and opened two accounts using my social security number and my name. I was never informed of this action by the bank. I learned this had happened when I attempted to use my check card and access my account using the online service.

When I called Suntrust to ask why my online access and card were not working, I was told that someone had attempted to open accounts in my name and that I should go to the branch to establish my identity. I did that. After my first visit to the branch I was told that two additional accounts had been opened and that all my contact information had been changed - physical address, email address and telephone number. The representative made several phone calls. I assumed these calls would have been to the fraud department. I later found out that did not happen. I don't know what department was called. That visit ended with me being told that my main account would be marked as a no debit account and that only deposits would be allowed. That did not happen. The account continued to be debited and deposits were returned.

After chatting with [redacted],, I was told nothing could be done until I returned to the branch. I returned to the branch a total of seven times. At least four of those visits included lengthy stays where conversations were had with mysterious Suntrust department. Some of the conversations and hold times lasted for two hours. At the end of each visit and subsequent calls to [redacted]. No resolutions was reached, my online access was never restored.

I called today hoping to gain online access, but I was again instructed to go to the branch. The screens on the computer at the branch or at least the ones I have been allowed to see don't offer detailed information so I am not able to identify all transactions.

I have begun to feel the source of the identity is an internal Suntrust breach.Desired Settlement: I would like to have online access to my accounts to determine if any fraudulent activity has taken place and a point of contact who is knowledgeable and has a more substantive response than go to the bank or call [redacted]

Business

Response:

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

to us from the Revdex.com regarding the above referenced accounts that were opened

without your authorization and the quality of service you received when you

visited the Historic Downtown Branch to discuss the accounts. Your comments are

very important to us and were shared with the appropriate management team. I

appreciate the opportunity to respond.SunTrust strives to provide exceptional service with each

and every client interaction, and we understand that we did not meet these

expectations in this situation. For that we apologize.The information you provided helps us to know where emphasis

for future training and process improvement efforts should be placed. We learn

how and where we can improve from clients like you, taking the time to share

your experiences.In you correspondence you suggested the unauthorized accounts

were open due to an internal SunTrust breach. Our investigation of your claim,

case [redacted], was unable to find any evidence that a SunTrust employee

was associated with the unauthorized account openings. Each of the unauthorized

accounts was opened online on April 25, 2016, using your personal information. The

accounts were not opened at a branch.We were able to confirm that no funds were removed from any of

your accounts by the fraudster. As stated in our May 31, 2016, letter

([redacted]), we approved your claim and will remove all negative reporting associated

with your name.As of the date of this letter, our records show that all of

your accounts are closed. For this reason, your Online Banking Profile is

inactive.[redacted], we hope this information contained in this letter

will alleviate any further concerns. If you have any questions or need further

assistance, please do not hesitate to call out Fraud Assistance Center at

[redacted]. A representative will be glad to help you.Sincerely,Swth M[redacted]