SunTrust Bank

Review: I HAVE NEVER HEARD OF THIS COMPANY OR HAVE I EVER APPLIED FOR ANY TYPE OF SERVICES OR CREDIT FROM THIS COMPANY I GOT AN FRAUD ALERT THAT I HAD GOTTEN AN MEW INQUIRY AND THE NAME OF THE COMPANY WHO HAD PULLED MY CREDIT WITHOUT MY KNOWLEDGE, CONSENT OR DID I AUTHORIZE THIS APP. TO APPLY FOR ANYTHING I HAVE AN FRAUD ALERT ON MY FILE AND IM ALWAYS CALLED TO MAKE SURE THAT I DID IN FACT APPLY FOR SERVICES OR CREDIT TO MAKE SURE THE APP. ISN'T FRAUDULENT AND THIS INQUIRY IS FRAUDULENT THIS IS FRAUDDesired Settlement: I DEMAND THAT THIS INQUIRY BE REMOVED OFF OF ALL MY CREDIT FILES ASAP BECAUSE THIS IS AN MATTER OF FRAUD THIS INQUIRY IS FRAUDULENT I DIDN'T AUTHORIZE OR CONSENT TO HAVE THIS COMPANY PULL MY CREDIT FOR SERVICES OR CREDIT IN MY NAME THAT IS WHY I HAVE AN FRAUD ALERT ON MY FILE I'M AM VICTIM OF IDENTITY THEFT

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. I SPOKE WITH AN NETPEE?? ON 4/25/2016 I TOLD THEM THIS CREDIT APP IS FRAUDULENT I HAVE NEVER APPLIED FOR ANY TYPE OF SERVICE WITH THIS COMPANY AND I WAS TOLD THEY WILL BE IN CONTACT WITH ME I HAVE HEARD NOTHING BACK from this place or the lady I spoke with I want them to remove the inquiry off my credit file(s) It is FRAUDULENT I NEVER PUT IN AN APP. FOR SERVICES OR CREDIT WITH THEM IF THEY WILL NOT REMOVE IT I WILL FILE AN SMALL CLAIMS LAWSUIT AND ALL THE INFO. AS TO MATCH AT 100% AND I KNOW IT DONT BECAUSE SHE ASKED ME WAS THAT THE ONLY ADDRESS AND DID MY EMAIL HAVE AN PERIOD SO I KNOW IT IS FRAUDULENT I WILL SUE THEM IF THIS ISNT REMOVED FROM MY FILE THEY WILL SPEND MORE IN LAWYERS AND FEES AND time plus PAYING ME for not removing the FRAUDULENT INQUIRY FROM MY CREDIT FILE(S) REMOVE THE INQUIRY FROM MY FILE ITS FRAUD...... THATS MY DEMAND I DO HAVE AN FRAUD ALERT ON MY FILE I WAS NEVER CALLED OR CONTACTED BY THIS PLACE TO MAKE SURE IT WAS ME ASKING FOR SERVICES OR CREDIT...

Regards,

Review: On July 5th I made an ATM deposit before 9pm which means by deposit should have posted July 5th. I checked my account the morning of July 6th and noticed I had been charged 4 Overdraft fees of $36 for 4 debit card transactions less than $20. I could not understand this so I called the branch as soon as they opened at 9am and spoke to a representative who advised me there had been a system wide ATM glitch where anyone who had made an ATM deposit July 5th was not posting to their account. I was informed they had people working on it and my account should be fixed shortly. To keep my account positive I made some additional deposits on 7/6 and called the 800 SUNTRUST customer service to get more information on approximately when I could see my money credited to my account and the fees removed. I spoke to a Rowena and she informed me I would see the updates to my account by 9pm and all of my the 4 fees I was charged would be credited and my account would be in positive status. Well I checked at 9pm and there was no change to my account. I checked back at 12am nothing done still. I checked back when I woke up July 7th and to my surprise my account HAD NOT been fixed and I had been charged 2 more NSF fees for items I had the money in my account to cover. I was VERY upset that they had the audacity to charge me 2 more $36 fees on top of the 4 they had not credited. My account was still negative and they were in the process of returning 2 of my items. I called and spoke to several representatives that day from the hours of 8am-3pm and was continuously told that their team is still working on correcting and updating accounts that were affected by the ATM error and to check back by the afternoon (no specific time) and it should be fixed. I continued to check my account and nothing had changed. I called when I got home after 3pm and asked to speak to a manager (Ashley) who did take the time out to review my accountDesired Settlement: After (Ashley) reviewed my account and crediting me the fees back she advised she was unable to stop the return of my 2 items. She stated I would have had to call before 3pm. This was VERY alarming to me as I had called multiple times prior to 3pm and no one EVER told me what she was telling and now I was having 2 ACH items returned on no fault of my own. I AM SO UPSET it is beyond words because now I have to explain to the Department of Revenue as well as my credit card company why my payments were returned and hope I am not penalized. This situation has caused me nothing but stress and a bunch of leg work because no one ever called to apologize about what happened. I did all of the calling and all I was told to do was wait and during the waiting, nothing happened. I feel like SUNTRUST should contact GA DEPARTMENT OF REVENUE AND TIRES PLUS AND EXPLAIN WHY THEIR PAYMENTS WERE RETURNED AND I FEEL SUNTRUST SHOULD PAY THEM SINCE THEY caused me all of this stress and trouble.

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding an ATM deposit made to your account referenced

above. I appreciate the opportunity to respond.You mentioned that, on July 5, 2016 a $40.00 ATM deposit was

made that failed to post. On that day, we experienced a bank-wide issue that

delayed the processing of some ATM deposits. When you contracted us the next day, we were

aware there was a problem and already working to resolve this issue.On July 6, 2016, the $[redacted] deposit you made the previous day

was credited as well as the $[redacted] deposit made on July 6. In addition, on July

7, 2016, we refunded your account [redacted].You mentioned being charged a total of $60.00 in fees by

merchants who had payments returned unpaid. We credited your account for those

fees on July 5, 2016. I have enclosed statement copies for your review.[redacted], we do apologize for any inconvenience this

situation may have caused and would like the opportunity to regain your trust. If

you have any questions or concerns please contact us via your Online Banking Profile.

Consumer

Response:

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

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

Regards,

Review: I have been a customer of SunTrust bank in Florida for many years, having my own checking, and saving accounts, as well as being a signor on accounts my parents have had with the bank for more than 15-20 years.

I received a letter dated 5/2/2016 that my checking and savings account would be closed as of May 15,2016. The letter did not state a reason for the account being closed. I tried contacting the 24 hour Customer Service phone line, was told by several representatives that they could not access the information to provide a reason for the account being closed. I was told by one employee that the decision was made at the local branch level, another employee told me to be glad I had gotten a letter, that some accounts get closed and the customer is not notified until they receive a check in the mail. I followed up with my branch on Monday, they could find no reason why the account was closed, and I have never met the branch manager. After another hour and a half phone call during the day on Monday to the Fraud department, I was still not provided with an exact reason the account was closed. Today I finally received a call from a Customer Complaint representative saying I had an excessive amount of disputes on my account. I have had some issues with my son and purchases through [redacted] and [redacted] the past year, but have always been able to provide proof for the dispute, such as my son purchasing a song for 99 cents and getting charged for the whole album from I Tunes. I also purchased something on line the merchandise was defective, when I tried to return the product to a local store, I was told to dispute the issue through my bank. I had no warning or idea they would close my account over legitimate issues or disputes. I was told very rudely by one of the Customer service reps that they would not be able to reverse the decision, that it was too bad I had two direct deposits that went into the account and outstanding checks.Desired Settlement: I would like a written apology from SunTrust, and to be reimbursed for checks I ordered that I can not use

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 Apr 2-2-16 I deposited a check for $2100 I was told funds will be available on. 2-9-16 on. 2-10-16 I went To withdrawal the. Money and. Was told my. Account was being closed and. I would receive. A check. In the mail at the end of their investigationand it would be 15 days after the close of the investigation the check I deposited has cleared on the bank it was written onI need my money today or an explanation or a date when my money is available thank youDesired Settlement: I want to go to my local branch and get the 2300 in my checking acct and. Then close all 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.

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.]

I was told my money was being held until may 2 2016.. Was still not given explanation as to why ., call customer service to see if it would be available sooner was told no may 2 2016 still no explation as to why ... I want my money released immediately...

Regards,

Review: In the beginning of the year I was a victim of identity theft. So after this incident occurred, the company decided to administer a block on my newly issued bank card. If it's used outside of the Southeast region, all charges are automatically denied. The problem with this is I'm a flight attendant and travel all over the U.S. When the block first occurred, I informed the customer service rep that I DID NOT WANT THE BLOCK. She told me it's for my protection and basically I had to accept it. I was told that whenever I travel to call SunTrust every 30 days and inform them of the states I would be visiting and that would allow me to make purchases. Once again I felt this was a ridiculous request considering my occupation. On 12/15/14 while in California, my card was declined at a clothing store. I called the fraud department at SunTrust and explained to [redacted] (customer service supervisor)the situation of having my card blocked and requested to have the block removed. I questioned her whether this was a legal action despite my decline of "preventive fraud" and the inconvenience of having my card blocked while shopping put on me. She insured me the block would be removed and a travel update for all 50 states would be entered into the system. After I spoke with her I received text messages from SunTrust trying to verify if I was attempting to make purchases at particular stores. Three hours later I attempted to pay for my dinner, only to have my card declined again! Once again I called SunTrust and requested to have the block removed. Another supervisor; [redacted] informed me that I didn't have the authority to deny the block from my own account. I let her know that I would be continuing to travel around the country and did not want to encounter another block on my account. The block was removed but I'm not sure of what future problems I may encounter when trying to spend my money from my bank account. In essence, SunTrust has taken it upon themselves to dictate when, where and how I spend my funds.Desired Settlement: DesiredSettlementID: Other (requires explanation)

First, I want the block permanently removed from my account so I can spend my money at my own leisure. Second, I want some written proof that blocking a person's account without and against their authorization is legal. And last, I feel that [redacted] should face disciplinary charges(including termination) for not providing the customer service she promised to. Because of her lack of doing her job, I experienced having my card declined twice in one

Business

Response:

Re: SunTrust Debit Cards ending in [redacted] and [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us by the Revdex.com regarding security holds placed qn the above referenced cards. We appreciate the opportunity to respond. You indicated that, as a flight attendant, your occupation demands travel to all parts of the UnIted States, We certainly understand that security blocks on the cards issued for your use to access funds in your SunTrust accounts can be frustrating and cause you concern. You have requested that we permanently remove any blocks on your cards. SunTrust recommends, but does not require, that clients notify us In advance of domestic travel. The purpose of this recommendation is to minimize the possibility that a client's transactions will be flagged as potentially fraudulent because of a change in the geographic transaction pattern for that client. It is common practice in our industry to monitor card-based transactions for potential fraudulent activity. In some instances, a change in the geographic pattern of a client's transactions can be an indicator of fraud and can result in a hold being placed on the card. When we are made aware of a client's travel plans, we can take that information Into account when interpreting What otherwise may appear to be out-of·the-ordlnary transactions for purposes of fraud monitoring. Our records reflect that a notice has been placed on your account stating you frequently travel the 50 states for work. While this notice is in effect for debit card usage In different locations, the system also notes spending patterns, and we cannot· guarantee that a security block will never be placed on your cards. [redacted] January 2, 2015 Page 2 To further protect against the inconvenience of unexpected security holds, SunTrust has recently provided clients the opportunity to receive fraud alert texts 24 hours a day in conformity with the Telephone Consumer Protection Act. You may sign up for these fraud alerts the next time you sIgn on to your Online Banking Account. The texts can alert you to suspected fraud on your account or debit card and will provide a telephone number to call to release any security hold if the transaction was not fraudulent. We regret that you feel you did not receive the excellent service that you expect and deserve when you contacted us regarding the security hold placed on your account. We show the account was unblocked as you requested; however, the next transaction resulted in a new block being placed. Your feedback is important to us, and your comments about this matter were forwarded to the appropriate management areas, Ms. [redacted], you are a valued client, and we hope this information is helpful to you. If you have any additional questions or concerns, please do not hesitate to contact us via your Online Banking Profile, call us at 800, SUNTRUST (800.786.8787) or Visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking With SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

Review: 1. Account number [redacted] has a balance of $36.00

2. Your institution has no idea the funds belong to SunTrust Banks.

o On 06/08/16 there was an overdraft fee of $36.00

o On 06/09/16 there was a reversal of $36.00

o On 06/09/16 there was a overdraft fee of $36.00

o On 06/10/16 there was a reversal of $36.00 (ISSUES WITH THIS REVERSAL) (William Bell Clinton Branch)

o On 06/10/16 there was a reversal of $36.00

Here is the reason for the $36.00 balance. Your institution returned to much money and your Assistant Vice President Mr. C[redacted] has no explanation nor does Gerald J[redacted]. It is apparent that your staff needs training.

3. I disputed a transaction in the amount of $200.00 charged to me on 06/08/16.

o On 06/09/16 there was a reversal of $200.00

o On 06/10/16 there was a reversal of $200.00

o On 06/13/16 there was a charge of $200.00 (ISSUES WITH THIS CHARGE) (William B[redacted])

As of today’s date, the $200.00 dollar dispute has been resolved. Your Vice President Mr. C[redacted] is adamant that I have received all of my money.

4. I disputed a transaction in the amount of $100.00 charged to me on 05/08/16.

o On 06/14/16 there was a reversal of $100.00

o On 06/15/16 there was a charge of $100.00

If I’m not mistaken, and I’ve been mistaken before, but it appears I still have a disputed amount of $100.00 your Vice President Mr. C[redacted] insists that I have received.

5. I disputed a transaction in the amount of $100.00 charged to me on 04/01/16.

o There is no further transaction for the dispute.

Again, your Vice President Mr. C[redacted] insists that I have received.

I was raised that honesty is the best policy. I am paying the price for honesty. The $36.00 is your institutions money and mistake and I am out $200.00.

Dealing with inept individuals from who knows what country has taken its toll and a mistake on your part for contracting them for your telephone answering service. Unfortunately, hiring an Assistant Vice President who cannot audit an account explains why you have chosen a poor answering service and explains why staff is poorly trained.

Patricia K[redacted] allows her staff to display name, address, social security number, and account information to the public. It is not a wonder there are security breaches concerning your institution. Maybe if the staff at this location was not so concerned and making a priority to order, receive and consume PIZZA during business hours IN FRONT OF customers, personal/confidential information would be appropriately handled and not display in a manner that the public had immediate access. It is apparent that the focus is on consuming food and not the customer. If the ordering, receiving and consuming food was part of a promotion, than your staff needs to include the general public in the event because I would have grabbed my fair share. Associate William B[redacted] assured us that the account was locked so no further accounts transactions could occur.

I don’t appreciate your representative Mary Bowen placing me on hold and upon return, giving false information. This is your institution training individuals to behave inappropriately and poor customer service.

Jim T[redacted], customer representative, has informed me that the letter of dispute provided by your institution was signed and returned to Deborah Isabel, 506 S Main St, Rocky Top, TN 37769, was never delivered to security and fraud. When I spoke with Linda L[redacted], branch manager, [redacted], she assumed who I was and started discussing personal banking information concerning my account. That is a security breach. SunTrust has provided my bank account information, name(s), physical address as well as personal banking information to the public resulting in a breach. Ms. L[redacted] NEVER verified who I was by asking appropriate security questions.

Mr. Rogers, I hope you can sleep at night knowing that your institution is allowing personal and confidential information to be displayed for public use, and I’m not so sure that this is not how Jennifer D[redacted] received my personal information in order to withdraw unauthorized funds from my account, so others can profit.

Mr. R[redacted], I hope you can sleep at night knowing that your institution is benefitting from funds that do not belong to your institution, in this case my $200.00.Desired Settlement: return my funds and close account

Business

Response:

Dear

Mr. [redacted]:We

have received and reviewed your correspondence forward to us from the Revdex.com

regarding SunTrust’s decisions for the claims referenced above and your belief

that you have not received all the credits for these claims. I appreciate the

opportunity to respond. Based

on the information you provided, we have researched your claims again. Claim

[redacted] for a total of $400 was for items from [redacted] (April 1, 2016 for $100,

May 9, 2016 for $100 and June 8, 2016 for $200). On June 10, 2016, you were

credited $200 for the transactions from April 1 and May 9, 2016. However, on

June 14, 2016, recovery of $100 was received directly from the merchant. For

this reason, on June 15, 2016, we reversed our provisional credit for one of

the $100 debits. The $200 [redacted] item from June 8, 2016 was paid against your

account but was reversed and returned to the merchant on this same day. Regarding

Claim [redacted], on June 13, 2016, a debit from [redacted] for $200 posted to your

account. We provided a $[redacted] credit for this claim on June 27, 2016. After

the additional review of your claims was completed, we determined that the $[redacted] recovery credit received on June 14, 2016 was overlooked. This oversight caused

an additional $[redacted] to be credited to the account on July 12, 2016.To

recap your claims, you were debited on the following dates: April 1 - $100, May 9 - $100, June 8 - $200 and June 13 - $200. Credits were provided on the following dates: [redacted] All credits issued will

remain as final credits. We will not be reversing the extra $[redacted] you received

in error. Enclosed are statement copies for your review.You

mentioned that you received a fee refund of $36.00 in error. After reviewing

our records, we show you were charged [redacted], but two credits for [redacted] were processed as refunds to this fee on

June 10, 2016 (statement enclosed). The [redacted] credit will remain. We understand your

concern about your account information and the quality of service you received

from our representatives. SunTrust takes the confidentiality of our clients’

account information very seriously, and we would never intentionally share your

information with an unauthorized party. 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. We understand that

we did not meet your expectations in this situation and regret any

inconvenience caused. Mr. [redacted], I hope this information alleviates any

additional concerns. Should you have any questions regarding your claims, please

call our Fraud Assistance Center at [redacted]. A representative will be glad

to speak with you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I contacted Suntrust 8/8/16 as stated in Suntrust letter to me. Suntrust was not able to understand my request and dropped the call. Demand was to close all accounts and return money owed to me. Suntrust has failed to meet my demand.

Regards,

Review: Suntrust offered a promotional award of $200 if I opened a new checking account and made a direct deposit. I have done that and now Suntrust refuses to pay the bonus saying on that I did not qualify.Desired Settlement: I would like Suntrust to honor the agreement and pay the $200 promotional bonus.

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. Kathy B[redacted]

Review: I OPENED AN ACCOUNT WITH SUNTRUST ONLINE I FEW WEEKS AGO I WAS WAITING FOR MY EMPLOYER DIRECT DEPOSIT BUT IT TAKES A PAY CYCLE TO GO IN, SO IN THE MEAN TIME I DID A MOBILE DEPOSIT OF 59.00 AND I HAD A DEBIT CARD TRANSACTION OF 20.00 AND A CHECK FOR 10.19, I HAD A CAR PAYMENT FOR 902.00 WHICH THEY DID A DAY EARLY I THOUGHT I HAD MY FIDELITY ACCOUNT SET UP TO TRANSFER IN THE CASH TO THIS ACCOUNT BUT THERE WAS AN ERROR SO THE PAYMENT FOR 902.00 CAME IN BUT RETURNED, SO I THOUGHT I WOULD JUST WRITE A CHECK FROM MY FIDELITY ACCOUNT TO MY SUNTRUST SO I DID AND I WAITED A FEW DAYS FOR IT TO CLEAR THEN I TRIED TO LOG IN AND WAS UNABLE SO I CALLED TO FIGURE WHAT WAS GOING ON I WAS TOLD MY ACCOUNT WAS DISABLED PENDING REVIEW OF MY CHECK SO I THEN FIGURED OUT WHAT HAPPENED I WROTE MY SUNTRUST CHECK TO MY SUNTRUST ACCOUNT WHICH I DID MISTAKENLY AND I TOOK FULL RESPONSIBILITY BUT I RECEIVED NO HELP I WAS TOLD THERE WAS NO ONE I COULD TALK TO I HAD TO WAIT ON A LETTER, I TOLD THEN I MADE A MISTAKE I NEED TO HAVE MY ACCOUNT OPEN I HAVE AN EMPLOYER DEPOSIT COMING ON THE 27TH THAT COULD NOT BE STOPPED, I WAS TOLD THEY WOULD NOTE MY ACCOUNT AND THE INVESTIGATOR WOULD SEE IT WAS A MISTAKE AND FIX IT. I WAS THEN TOLD GO TO A BRANCH THEY CAN FIX MY ACCOUNT THAT DAY, I TOLD THEM I AM IN OHIO NO BRANCH NEAR ME THEN I WAS GIVEN A BRANCH NUMBER I CALLED THE WOMAN AND SHE WAS SO RUDE SAYING I DON'T KNOW YOU I AM NOT DOING ANYTHING NOW IF SOMEONE FROM CUSTOMER SERVICE WANTS TO CALL ME AND TELL ME TO DO IT THEN I WILL BUT I AM PUTTING THEIR NUMBER BY IT I DON'T WANT MY NUMBERS ON IT AND CALL ENDED. SO HERE I AM WITH NOTHING TO GO OFF OF THEN I TOLD TO ANOTHER PERSON AT A BRANCH SHE SAID SHE UNDERSTAND MY MISTAKE THAT THE FRAUD DEPT NEEDS TO RELEASE AND OPEN BACK UP MY ACCOUNT I WAS GIVEN A NUMBER BUT I RECEIVED NO HELP WHEN I CALLED THE FRAUD SHE SAID I WAS OK SHE UNDERSTANDS MY MISTAKE AND WILL SEND THE NOTE TO THE INTERNAL DEPT TO HAVE MY ACCOUNT FIXED IF THEY NEEDED TO TALK T O MEDesired Settlement: CONTINUED...THEY WOULD CALL. OF COURSE NO ONE CALLED, IT IS NOW FRIDAY I WENT ON THE CHAT I WAS TOLD MY ACCOUNT IS CLOSED BECAUSE SUNTRUST REGULATIONS AND I WOULD RECEIVE A LETTER THEY DID ACCEPT MY DIRECT DEPOSIT BUT TOOK OUT OVER $2000 IN OVERDRAFT FEES AND I WOULD RECEIVE A CHECK FOR $359 BY MAIL, WHICH IS SO UNFAIR TO ONE BE CHARGED ALL THESE FEES WHEN HOW IS THE ACCOUNT OVERDRAWN WHEN IT WAS A CHECK FROM THE SAME ACCOUNT THERE IS NO MONEY TO PULL WHAT SO EVER SO THOSE ARE FALSE FEES.

DESIRED OUTCOME...

MY ACCOUNT TO BE OPEN AND BE ABLE T USE IT AND FOR THE FEES TO BE WAIVED PLEASE, I AM NO WHERE NEAR A BRANCH AND REALLY IF I HAD TO MONEY I WOULD DRIVE THE 200 MILES TO THE NEAREST ONE BUT I DON'T AND I MADE AN HONEST MISTAKE I JUST WANTED CORRECTED BUT WAS NEVER GIVEN THE OPPORTUNITY TO SPEAK TO THE PROPER AUTHORITY TO EXPLAIN MY MISTAKE

Business

Response:

We were able to speak with the client over the phone and informed her that her accounts are now closed. An Official Check from the amount of funds that remained in the account was mailed to the client on June 10, 2016

Review: My family has been a customer of this location for more than 40 years. We recently had some trouble with a. Account issue that led us to contacting this branch for assistance. We were not only met with a very unconcerned series of staff members, but UMA Renee led us on a not-so-Merry goose chase. I am appalled at the lack of customer focus within not only the branch, but also the 800 number's supervisor Jason. I am going to do my best to change my business account to a bank that is actually concerned about their customers.Desired Settlement: I would like to have someone contact me as soon as possible.

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.

All I received was verification of my name and account, but no resolution was made. What's more is that we would like a formal apology from Una Renee H[redacted], the Greenbriar Branch representative, who was exceedingly rude to myself and my mother, the primary business account holder for the above-referenced account.

Regards,

Review: Within a week Suntrust charge me over 8 overdraft fees. They tried not to resolve issue. I even did what the rep inform and it still wasn't enough. I received my money back from the merchant that cause it but it don't make a difference because I'm the one whom still came out short because the 200+ in fees. How can you charge someone that much in one timing? How can you not see the deposit from the institutions. I could've easily left the company and kept my account in the negative and had my money back from the merchant as well but I didn't. I will be cancelling this account and going on social media about this situation because those fees are ridiculous makes you want to deal with unions. I'm not done but tired of running around. Suntrust quick to take my deposits but hesitant to refund me back my money.Desired Settlement: Instead of saying nothing can be done. Next time remember your consumers are the reason you are employed and come with some type of resolution!

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: Someone, not me or my wife, was allowed to make a $600 over-the-counter withdrawal from my account.The withdrawal slip had someone else's name on it, not a name similar to mine or my wife's. It would seem the teller did not check a Photo Id before completing the transaction. I went to my local branch and was told that the transaction could not be reversed and my money returned until an internal investigation was completed, which could take several days or longer. The records were so poorly scanned that they couldn't even tell me the branch location where this occurred.Desired Settlement: I want my money returned to my account as soon as humanly possible. I want all policies regarding Photo Ids to be made better known and followed by all Suntrust tellers. I also want the teller responsible for this transaction to face disciplinary action.

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.

This bank in HARRISBURG, NC has given us the worst mortgage experience ever. Took over 6 months,when it should have been 30 days. Over 8 people involved and the DECEAT IN THE CONTRACT. Adding money to our contract we didn't sign off on, at the end of this mess. WATCH THEM/ READ IT CLOSE/ BRING ALL PAPER WORK WITH YOU. The bank uses a third party and the communications between third party and bank is HORRIBLE. We would have gone somewhere else but we paid for the appraisal and other charges. [redacted] and [redacted], Revdex.com, [redacted] will help you in your banking decisions. I do not recommend SunTrust.

Most of the time cannot even login to the account, and customer service is not helpful and outright rude. When I called for help they literally hung up on me. I do not recommend using their services ever.

Review: 1st off I have been with Suntrust since 2001 and a loyal customer up this point and given you a lot of my money. I am truly considering taking my business to a credit union because of a dispute situation. On 8-10-16 I placed a dispute with Suntrust based off of a purchase that I made with my debit card. The amount was $2180 that disputed and the case # is [redacted]. I was defrauded about of my money and send incorrect merchandise. After placing the dispute, I asked if I would be given a provisional credit and told no. I don't feel that is fair and after all the years and money that I have given feel that I should get this credit while the matter is being investigated. If I don't get that credit, I am closing my Suntrust account.Desired Settlement: Provisional credit

Business

Response:

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the above referenced dispute claim. I appreciate the opportunity to respond. While we regret any inconvenience you may have experienced because of this issue, your claim is considered a merchant dispute, since you verified that you did authorize the transaction. Federal regulations do not require that a provisional credit be provided for merchant dispute claims. Therefore, a provisional credit was not applied to your account. Our records show that you contacted our Fraud Assistance Center on August 18, 2016. We understand that you are pursuing this matter with the merchant; however, at your request, the case is currently open pending further information from you. Mr. [redacted], should you have any questions or new information regarding this case, please call our Fraud Assistance Center at [redacted]. A representative will be glad to speak with you.

Review: After 15 years of being an excellent customer and referring many more, I received a letter informing me that my accounts were going to be closed without no explanation what so ever. Previously, my online banking with Suntrust was hacked several times, that I even had to open new accounts and they did nothing to increase on my online banking security. As for my part, I can't remember ever being late or overdraft on any account. Even after all that hassle I stayed with the bank because of the relationship I had established over so many years. This was my first bank account ever.

I already went ahead and started preparing myself for the hassle that switching banks entails. As I was closing down my savings account the customer representative offered me a credit card, as I was preapproved. I honestly thought it was a joke. They are sending me a letter to close down my accounts, but then they want to offer me a credit card?

If they don't take care of their most loyal customers their business is doomed.Desired Settlement: I need an explanation as to WHY my relationship with the bank was cancelled.

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: SunTrust Banker made mistake and put wrong info on my account, I did enroll promo while I open this account. Now everything has been verified and I got word from them to mention they will give me the credit to my account. Then the funny thing is later one of the banker told me that my account was not eligible because of some of status which the banker put in error. So they not only do not admit their previous mistake try to eat the word back, also they do not want obey the contract to give me the promo and try to play the "word game".Desired Settlement: credit the 200 in my checking and 50 in my saving as the promo mentioned since I did qualified and finished everything, or for simplicity, they credit 250 into my checking account. My last four digit of checking is 7802, and last four digit of saving is 3255. I believe they could find me and verify with that, too. I believe this credit transaction shall be done this week.

Business

Response:

[redacted]We have received and reviewed your most

recent correspondences forwarded to us from the CFPB and the Revdex.com regarding the SunTrust [redacted] Promotional Offer. We appreciate the opportunity to respond. As stated in our August 11,

2016 letter (copy [redacted]), our records show that our branch teammate enrolled

you in the promotional offer on July 11, 2016. However, you are currently in

the United States as a Non-Resident Alien. Unfortunately, the promotion Terms And Conditions (copy [redacted])

state that this offer is only available to U.S. residents with a U.S. address.

For this reason, we regret that you are not eligible to receive the reward.[redacted] if you have any new

information concerning your case, please don’t hesitate to contact us via your

Online Banking Profile or call us at [redacted] Our

representatives will be glad to help you.

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.]As I mentioned earlier, the whole point of the account is wrong info put in my account so that I forfeit the regulations. For instance, if I am US citizen, then you declare I am a british so that I could not get the offer, don't you find it hilarious?Now though the fact is by internal resolution center, I got promo back, but for my wrong info under my account, withhold my tax in error and not be able to return me. Putting so much difficulties on me, I feel shameful with SunTrust Service.I feel bad and frustrated about Suntrust Survey & Solution. Hopefully Suntrust has some sincere to make a composentation. I feel so disappointed on this huge financial institution.

Regards,

Review: I am very upset with how MY bank is handling this situation.

On 11/12/15, I used my debit card (ending in 6538) to pay a [redacted] bill for another person. This [redacted] account is not my account, my name is not on this account AT ALL! Again on 2/6/16 I used the same card to pay this bill again.

On 4/30/16, I had this debit card cancelled and another card issued.

On 7/9/16, I noticed a charge to my account from [redacted] for the amount of $557.40, this was on my new debit card which was NEVER provided to [redacted] (ending in [redacted]). This charge was unauthorized!!

I filed a claim with Suntrust on 7/9/16 to dispute this charge, I do not nor ever have done business with [redacted]! I called Suntrust on 7/15/16 to check the status of my claim, they asked that I fill out a "statement of dispute" and fax it back. I did so on the same day 7/15/16. On 7/19/16, I again called Suntrust to check the status of the claim and they told me the claim was closed and denied! After they researched the reason for denile, I was told the charges were accurate, they were for unreturned equipment and early termination fees. I explained to them again that this account with [redacted] is not my account. After speaking with a supervisor, I was told because I gave them permission in the past to use my card they have every right to use it as they please. I called back later that day to file a dispute under Federal Regulation E, and again was told I was unable to file another dispute. They explained to me that [redacted] has an auto update feature that updates credit cards when the information changes on them, and this is how [redacted] got my new chard information.

First of all, I did not provide informed consent when I used my debit card to pay previous bills. I was unaware that they would be able to charge my card without my permission, let alone after the card information I gave them was no longer vaild!Desired Settlement: I would like this charge reversed. [redacted] should get the money owed from the person who owes it!!

Business

Response:

Dear Ms. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding SunTrust’s decision to decline the claim referenced above. I appreciate the opportunity to respond.We have researched your case again based on the information you provided. Following this review, our decision to decline the case will remain, as explained in the letter from our Fraud Assistance Center (copy enclosed). However, our records reflect that, on July 26, 2016, a transaction from [redacted] for [redacted] was credited to your account ([redacted]).Ms. [redacted], should you have any other questions regarding this case, please call our Fraud Assistance Center at [redacted]. A representative will be glad to speak with you.

Review: My car was repossessed and I wasn't given any notice by mail or phone or email that this would be happening. I was not given the 10 day notice with 10 days to correct the issue. I also am not late in my payments. I checked my online account and I only need to pay for June, it is currently June. I have made consistent payments.

This happened at the same time last year as well. It is like clock-work.

My car is most likely damaged from the towing due to the drag marks in our driveway.Desired Settlement: I would like my car back and to be able to transfer my remaining loan balance to a different financial institution. I also do not want to be penalized financially because they did not follow proper procedures.

Business

Response:

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

to us from the Revdex.com regarding the repossession of the vehicle used to secure the

above referenced loan account. I appreciated the opportunity to speak with you

about your concerns and provide a response in writing.Our records indicate a letter dated May 24, 2016 from our Consumer

Default Department was sent to you advising of our rights to repossess the

collateral for the loan if the past due amount was not paid by June 9, 2016.We also sent a letter dated June 22, 2016 advising that we

had been attempting to contact you by phone; however, we were unsuccessful in

making contact. Consequently, the vehicle was repossessed due to non-payment,

as the recent payments you made were returned to SunTrust for insufficient

funds.When we spoke on June 29, 2016, it was stated that you

wanted to keep the vehicle. An inquiry to our Consumer Default Department

regarding catch up payments to keep the vehicle was made. Unfortunately,

because this was the second time the vehicle had been repossessed, we could only

accept the full account balance due in order to get the vehicle back. You were

advised of this decision when we spoke on June 30, 2016.[redacted], we regret any inconvenience this situation may

have caused. Should you have any questions, please contact our Consumer Default

Department at [redacted]. A representative will be glad to assist you.Sincerely,Kathy B[redacted]

Review: Because the online access available to me, the customer, is not an accurate "picture" of the account and does not match the actual posting by the bank, we were overdrawn on our account and incurred $192.50 in fees.Desired Settlement: I expect a refund of these fees ($192.50).

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our Online Banking Service and the overdraft fees assessed to the above referenced account. Thank you for sharing your concerns and providing us the opportunity to respond . Our Online Banking Service is a tool used to help you with your account. Some of the account activity provided indicates what transactions have been presented for payment, electronic and debit card transactions that may be pending, and the current, available and collected balances on a specific date, to list a few. However, outstanding checks are not reflected. We encourage clients to keep accurate account records, noting all deposits, checks, purchases and electronic trahsactions. Our records show that, on May 9, 2016, your beginning current balance was $936.82. There were six debit items pending totaling $227.71, which reduced your available balance to $709.11. Eighteen items totaling $826.47 were presented for payment against the balance of $709.11. Since there were not sufficient funds in the account to pay all of the items, your account was assessed five $36.00 ($180) overdraft item fees. Based on this information, we have determined that the overdraft item fees charged are valid. In addition, on May 9, 2016, your account was also assessed a $12.50 Overdraft Protection Transfer Fee because $31.94 was transferred from your Overdraft Protection Account ending in 7905. As a courtesy, we refunded $72.00 (two $36 overdraft item fees) to the account ending in 7117 on May 18, 2016. For your review, enclosed is our Personal Deposit Accounts Fee Schedule (copy enclosed) showing our service fees, Including the fees mentioned above. The fee schedule is provided at account opening and also found on suntrust.com (see Banking~overview Guides and Disclosures-7SunTrust Fee Schedules). In order to decrease the chances of this happening again, please visit our website, where you will find helpful tips on how to manage your account and avoid fees (se~ Banking ~ overview Guides and Disclosures-.. The 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. Finally, our records show that you accepted Overdraft Coverage on December 23, 2015. This is an optional serv.ice which allows SunTrust to decide whether to pay ATM and everyday debit card transactions when the available balance is not sufficient to · cover the transaction. As a suggestion, you may want to decline this coverage, meaning that any ATM and everyday debit card transactions that would result in an . overdraft of your account will be declined at the point of sale. Checks and other · transactions made using your checking account number and Automated Clearing House (ACH) transactions are not affected by these rules. Mr. [redacted], although this may not be the answer you expected , I hope that the information about avoiding overdrafts is helpful to you . Should you have any · additional questions or concerns regarding your accounts, please do not hesitate to contact us via your Online Banking Profile or call us at 800.SUNTRUST (800.786.8787). A representative will be glad to assist you . Sincerely, Diane E[redacted] Assistant Vice President Client Advocacy Management Office

Consumer

Response:

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

I am tried of my actual concerns not being addressed. I acknowledge the the numbers shown on Suntrust actual posting record for the day indicate that we were overdrawn. MY COMPLAINT IS THAT THESE FIGURES DO NOT MATCH WHAT WAS AVAILABLE TO US WITH OUR ONLINE BANKING ACCESS!!!!!! THE FIGURES AVAILABLE TO US ON MAY 10 (THE ONLY INFORMATION AVAILABLE TO US FROM SUNTRUST) DO NOT SHOW THAT WE WERE OVERDRAWN. On this morning, if overdraft fees and transfer fees totaling $192.50 had not been charged online banking shows we had a balance of $140.85. How can we be expected to continue to do business with a company that provides inaccurate information to its customers that result in charges totaling almost $200. My complaint is with the false information provided to us via online banking, or the discrepancy of the figures available to us vs the figures the bank uses to determine actual balances.

Review: I sent a wire transfer to my bank for $2300 on April 4, 2016 because a check I had already submitted for the same amount was taking too long to clear and I needed the money at a faster rate of time. I called another financial institution to stop payment on the check for $2300 but they failed to do so. Sun Trust Bank indicated to me on their web site that the funds for the check would not be available until April 14, 2016. On April 4 or 5 the check was posted to my account yet my account was still in a positive balance until April 7, 2016. Sun Trust Bank has charged me $36 overdraft fees which total $180 when my account was in a positive balance??? I spoke to Sun Trust about the mistake on their part and they told me they would be willing to credit my account for two overdraft fees. I asked why credit my account for only two overdraft fees when all of the overdraft fees that had been charged were when my account was still in a positive balance??? They stated that the check for $2300 had posted on April 7, 2016 and I told them that my account was still in a positive balance at this time? I have been unsuccessful to get Sun Trust to credit my account with these overdraft fees even though this check should not have had funds clear until April 14 and the check cleared sooner charging me multiple overdraft fees. Had the check cleared on April 14 as Sun Trust indicated it would I would have been charged only one overdraft fee as opposed to several.Desired Settlement: I want my checking account credited back for the $180 in overdraft fees in being that my account was in a positive balance and should have never had overdraft fees charged to it.

Business

Response:

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

Consumer

Response:

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