SunTrust Bank

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: My husband & I opened a checking & savings account with suntrust when we moved from pa to Florida. We began the process online while we were still in pa in order to get our debit card & banking process started so we wouldn't have to wait so long for access to our account. We were told to go to a branch location when we got to Florida to finish the process. We did this. When we started the process online suntrust had a promo in which we would get a bonus of $300 for opening a checking account. We were assured by the customer service representative that we were eligible for this promo. After 2-3 months had passed & I didn't see the bonus in our account, I called the branch where we opened the account & spoke to the branch manager. She was very rude! She told me that the promo was not going on when we finished the process at her branch. I explained to her that we started the process online & were told we would get the bonus. She basically told me that that had nothing to do with her branch & there was nothing she could do for me. She seemed annoyed & acted like I was bothering her. We had several issues with this particular branch. When we opened our accounts the teller did not give us a paper that we needed to turn in with both mine & my husband's signature on it in order to be able to use our debit cards. I believe it was a week or more that we could not use our debit. I went to a different branch & was very upset. That branch manager explained exactly what was going on & gave me the paper we needed. Another time I called the branch in which we set up our accounts & told the gentleman that we got a message about going green where we wouldn't get a paper statement, but it didn't show up on our online account. We were not supposed to be charged a fee on our savings account if we agreed to go green. This gentleman assured me that he went into our account & signed us up to go green & we wouldn't be charged a fee. We were charged a fee on our savings account after this.Desired Settlement: I would like to have the $300 bonus put in our checking account & be refunded the service fee that we were charged on our savings account.

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 authoriza:tion was received. Please close this·case on your records.

Consumer

Response:

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

I have not spoken to Diane Evans or anyone else from Suntrust bank. I received a voicemail about 2 weeks ago stating that someone from Suntrust would be calling me within 10 days. I never got a call from Suntrust bank. I am offended that Diane sent you a cover letter stating this matter has been taken care of when I never received an offer from them. Diane Evan's correspondence is a blatant lie! There are plenty of other banks that I can entrust with my money if this is how Suntrus chooses to treat it's customers. We have had pRobles with them from the beginning and it doesn't look like they want to treat us any better. If I don't get a response from them by the end of June, I will go to another bank.

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

Regards,

Review: Okay lets start with the real problem is that I tried to do mobile deposit and despite deposits in last 5 months 20 days totaling over 50,000 I can not make deposit. Second is the manipulation of charges resulting in extra over draft charges,multiple issues of that. Then despite me telling bank an unauthorized charged has occured they let it although still pending go through.my local branch you cant get on phone and messages are never returned or cant be left most of time. Lastly calling cust service today I was left on hold for well over 30 mins then being hung up on.finally after multiple attempts to lie to me I get incompotent mng (robert berry) on phone who resolved none of my problems. Beyond frustrated with these peopleDesired Settlement: I want my several overdraft charges refunded,I want a call from us customer service agrnt and apology.

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:

no its not settled im more furious with them by the day they gave temp credit only to steal it back. I really want my money fixed. its costing me loans all sorts of problems. they keep telling me they will send documents I ask where are these documents . now since getting Revdex.com involved they are closing accounts. just shows you the bank im dealing with . maniuplating charges,false advertising (zero liability) just return my 1800 and charges I occurred cause of it,fix the charges stimming from several charge manipulation incidents,once thats returned im more than happy to cut all ties with this so called financial institute. I mean customer service is so bad they cant tell me anything including deposit limits when asked. had several incidents where they say their investigators well if its their investigators how come I cant talk with them or see proof of these transactions being shipped. they dont have investigators. if you claim zero liability then honor it and return my funds.you are put on wait/hold in excess of hrs and they pass you along from so called supervisor to so called supervisor. laughing in background im so furious ive gave them almost 3 months for my money to be returned and they tell me have to appeal one more time which drags out few more weeks

Review: I have tried to contact this company about a $36 stop payment fee also I called to speak to them about a $36 overdraft fee as well as now setting up products on my account that I did not ask for that are causing me to receive fees. Every time I try to speak to some one at the bank I always get a person in another country that I cant understand and they can understand me. This situation is getting out of hand and every time I try to get help nobody wants to help me.Desired Settlement: I would like for the bank to admit there wrong and refund back my money.

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 Bank Tucker buck shopping center stole 100.00 from me.Desired Settlement: My money back ASAP!!!!!!!!! Should get 200.00 for the way this was handled.

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: The company has been charging me overdraft fees for the past three to four week and they charge me a $36 dollar fee for 22 cent!!and 162 was drafted due to fraud and wasn't refund back to me!!Desired Settlement: I want my money 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.

Very anti-customer business policies, poorly trained teller and branch manager, policies stated by "call center" personnel contradict policies stated by branch staff, failure to fully disclose depository policies.

I deposited a check into my new suntrust on 8/13& have been recieving the run around about when the fund were going to be released... As of now they are saying 8/22 because they are waiting on the check to clear or investigating the check when it has already cleared my jobs account. They are more of a headache than anything & I wont put up with them holding my money....noone ahould have to go through this. Please steer clear.

Review: In early July 2013, I went to SunTrust branch at [redacted] to request copies of lost deposit slips of a now-closed SunTrust business account from calendar year 2006. This was the beginning of an unbelievably frustrating sequence of events: The head teller took the request & I requested a phone call with a) how long would it take & b) how much (approx.) would it cost? A week went by & no call. I went back to branch. They said '[redacted]'(?) would be calling me. Several more days went by & no call from [redacted] or anybody else from the branch. Went back & they said "He didn't call you? Well, he's on vacation now". I went to Branch manager [redacted] at this point. It's now mid-July & my (expensive) forensic accountant is at a standstill. [redacted] tells me the system kicked out the request because it was on a closed account & the 'system' didn't have an account to debit! I offered a credit card, a blank check or even cash & assured her we would pay for the requested documents! She & head teller reentered the request & said they'd call when they got an email from someone in that dept & that it was impossible to actually 'speak' to someone. Hard to believe, but whatever.... I just need these deposit slips! They said they'd call but didn't----went back to branch Tue. 7/23. [redacted] said should have via inter-bank mail Thur or Friday & that they'd call me. I went back to branch at 2:30 Friday July 26th. [redacted] goes to back office & comes out with a large stack of paper. Looks like I've finally got it! (excited, even though my accountant is now out of the state on another project). [redacted] starts counting & gets on the phone. She then tells me there are 216 pages & at $5.00 per page total is $1080. I knew from the documents that weren't lost that we had averaged 10-15 deposits per month & that SunTrust would only produce July-Dec 2006 (they said they were only required the save documents for 7 yrs). So, 6 months of deposit slips at $5 per should have been (est.) $300.--$450. She then says she can only accept certified funds or a bank check! really? A bank won't accept cash?? Since when? I asked [redacted] to call her area manager. I didn't request & don't want each check from every deposit---(copied both sides(?)---not sure, she wouldn't let me see them!) All I want & all we're willing to pay for is the deposit slips requested. Period. Got a call back from [redacted] a little after 4pm. She'd spoken to her manager ([redacted]?) & they refuse to: a) give me what I requested b) reduce the costs due to the comical series of events that led to nearly a month-long delay in getting this requested info. Ironically, poor customer service is exactly what led me to close my business account with SunTrust (in Jan. 2012?) in the first place! Seems they haven't made any improvements.....Desired Settlement: I want SunTrust to give me the information I requested (only) and at a fair price. If I have to pay the ridiculously overpriced $5 per page, I will--but ONLY for the information I requested, not the hundreds of extra pages of 'fluff' SunTrust's research dept. decided to add to this request in an obvious attempt to run the bill up needlessly!

Business

Response:

Re Revdex.com complaint # [redacted]

On August 8, 2013, the manger of our [redacted] called [redacted] to inform him that we would provide the deposit slips he requested for a fee of $ [redacted]. [redacted] agreed to the fee. He visited the branch that afternoon and was provided with the deposit slips.

Please close this case on your records.

Review: This is a complaint about SunTrust policies and poor customer service which has left my family and I in economic distress.

I recently opened a SunTrust account planning to use it as my primary account, and therefore switched my direct deposits into this account. My direct deposits took two pay cycles to hit this new account, and in the meantime, due to a miscommunication with my wife, I deposited a check from an account with insufficient funds. This triggered a series of actions which sent my account into a quasi closed state where it was neither closed or accessible to me. It remains in this state at the time of this writing.

This initial deposit occurred in the end of July. It is now the middle of August and my most recent check has been deposited into this account. As the account has yet to be closed I have no access to my money and am unable to pay my mortgage, electricity bill, insurance bill or provide food for my wife and children.

I am in the unfortunate position of not having thousands of dollars in savings and therefore I am essentially penniless because SunTrust never notified me that my account was under investigation and put into a "no debit" status.

Had I been notified I could have instructed my employer to cancel my direct deposit and still have access to my money.

On top of not being notified officially by SunTrust, I spoke to representatives a half dozen times about my account and was never notified that my account was in a "no debit" status.

In the following paragraphs I will note several incidents in which I spoke with representatives yet was not informed of this status.

1. After the check with insufficient funds was deposited, I took my paper check and tried to deposit it into my account on July 31 2014. For some reason the check was taken out twice and my account balance was -$800. Though a branch manager referred to it later as a "double hold", I was not informed of this at that time. Since I didn't know what was going on or the time frame needed to fix this issue, I deposited my check into another account. I have come to learn that at this point in time my account had been put into this "no debit" status. I was not informed of this.

2. When I called into a customer service line I was told that the balance would be adjusted in a couple of days, at which point I could bring my account current. I was not told of the "no debit" status.

3. When the -$800 balance was corrected to reflect the true balance, I made a cash deposit with a teller. I was not told of this "no debit" status and the pending closure of my account.

After making the last deposit to bring my account "current" I still could not access my account online, at which point I realized something more could be going on. I went to the [redacted] branch and spoke with [redacted]., she informed me that my account was pending closure and only the district manager could do anything about the account. I informed her that I had close to $6,000 of payroll deposits pending to that account. She assured me that she would contact the district manager - [redacted].

The district manager never contacted [redacted] back. Meanwhile, my brother was to be married in a day in Atlanta, so I packed my family up and we took our planned trip, hopeful that we would not be stranded.

The day after we arrived in Atlanta, the payroll deposits hit the account, yet I was not able to withdraw my money. I was told by a representative at the branch, [redacted], that I would not have access to my money because it was still in pending status. She informed me that the internal fraud support would have to release the hold after it was no longer in pending status. This was a Friday, and she even joked that, "Had this happened Thursday, you would have your money tomorrow". Even [redacted] didn't know that I would never receive my payroll deposit.

On Monday morning I went back to the Branch on [redacted] in Atlanta and was told that I would not be getting my money. I explained how I was in Atlanta and needed to get home to Maryland. Numerous individuals informed me that I had no right to this money. I was dealing with [redacted] again and she gave me 5 $20 bills saying, "That is the most I feel comfortable releasing". I was told that I needed to go to my local branch because "no one knows you here".

I had to borrow money just to get back to my home.

I left Atlanta somewhat hopeful that at my local branch this could be sorted out. What I have found out, is that since July 31 2014 this account was set to be closed. At no point was I informed of this. Again, if I had not been given false information about being able to bring my account current, I could have prevented my payroll deposits from being sent to that account.

In this economy, having $6,000 withheld from you amounts to a death sentence. At this very moment I am fearful that I will be without electricity and that I will run out of food for my children before this situation is rectified.

I accept that my mistake led to the series of unfortunate events. However, the lack of useful communication and a solid policy which informs customers of actions taken against their accounts turned a bad situation into a nightmare.

It appears that this policy is effective at keeping more money on SunTrust's books with no regard for the damage that is causes to individuals.Desired Settlement: 1. I would like all of my money returned to me via a bank check at my local branch.

2. I would like SunTrust to review their internal policy regarding notifying their clients whenever they are taking action against a client's personal property.

3. I would like SunTrust to pay any and all late fees, attorney fees, and court fees which may arise from my being denied access to my money.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the hold placed on your the above referenced account on July 29, 2014. We appreciate the opportunity to respond.

Our records show that you made a Mobile Banking deposit of $700 on July 29, 2014 and we placed a hold on the funds. SunTrust strives to provide you with the earliest access to your money within the guidelines of sound banking practice. Although we may delay the availability of certain funds deposited to your accounts (place a hold on the funds), we strictly adhere to Federal Banking Regulations concerning this matter. As disclosed in our Funds Availability Policy Disclosure for Deposit Accounts, which is provided at account opening and is available on our website suntrust.com (see About Us-Fee Schedules- Funds Availability Policy for Deposit Accounts), longer delays may apply if we believe a check you deposited will not be paid. Please be assured all of our clients' deposited checks may be subject to holds. If a hold has been placed after a deposit has been made, we do attempt to contact the paying bank to validate the legitimacy of the deposited check. We verified with the issuer that this item would be returned for non sufficient funds (NSF) and we placed your account in pending for closure.

On August 21, 2014 I discussed with you your access to funds in your account and the reason for the pending closure status. As I noted, we failed to follow up on the review of the account closure decision or to have the remaining funds issued to you in a timely manner. We regret the concerns this caused. Based on this information, we reinstated the account, and removed it from the account closure process. The initial deposit was returned and we will waive all fees assessed as a courtesy. However, we respectfully decline you request for legal costs or attorney fees.

[redacted], we apologize for an inconvenience you experienced. Your satisfaction is important to us and we ask that you allow us the opportunity to regain your confidence. If you have any questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at [redacted] or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Officer

Client Advocacy Team

Consumer

Response:

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

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

Regards,

Review: Several times throughout having Suntrust bank I have been charged overdraft fees when I have had money in my acct to cover small purchases. I have overdraft protection. I made a big purchase and I expected 1 fee. Because Suntrust rearranged my bank account I am now negative $210 with more pending items that are going to cause me a fee each. It is unfair to me. Ive now been told they itemize their charges largest to smallest which to me seems like a way to get more money. They basically told me they can rearrange my account and they will not refund my money. I completed a customer satisfaction survey and informed the agents I spoke to that I will be closing my bank account with them in the near future.Desired Settlement: I would like the overdraft fees refunded to me and I would like the bank to stop doing this to customers. I have read through social media and the Internet that this happens to alot of people.

Business

Response:

We responded to [redacted] by letter on October 31, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

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: received email from company on 7/30/2014 - "pay your bills online. get $10". terms were - pay 3 bills online by 9/15/2014 and "SunTrust will deposit into the primary SunTrust checking account of the eligible client on 10/20/2014". spoke to April on 10/21/14 and Ashley on 11/4/14. both are in the internet banking department. bank confirmed that 3 bills were paid online, we met outline of conditions and could/would not provide answer as to why the $10 deposit is being withheld. this is the 3rd or 4th time in a row that SunTrust reneged on its promises. it's the principal of honoring offers.Desired Settlement: deposit the money as promised in email. we met the requirements - stop reneging on offers.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

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

Regards,

Review: On 8/30/2013 at 12:00am I went to the local atm machine withdrew cash off my [redacted] card like I normally do every month I then got my cash back swiped my suntrust card and proceed to deposit $732.00 dollars into my suntrust checking account the machine then gave me $220.00 back then the machine went completely blue I tried pressing cancel to get my money back then machine went back to suntrust logo I said to myself well it took my money then it should deposit into my account I then swiped my card again to try and deposit my last $220.00 into the machine put account information into the atm pressed deposit the machine said deposit unavaiable so I waited to see if my money was going to come out another vehicle came up behind me I had to move beening at the atm machine for about 15mins. Went home woke up about 8:00am checked my account no money in account I called the bank there response is I dont see any pending transactions I then did a claim for my missing money here it is 9/5 rent due no money all there saying is the atm machine isnt over at all the machine didnt provide me no receipt I have kids thats suffering from this how is it that no record of me swiping my debit card at that atm machine is on file how is it that the camera on the atm machine or at the outside branch not be reviewed I need my money asap hope that im not evicted for this every 1st of month when I get his [redacted] check I deposit cash into checking account. I have a receipt that shows the money I withdrew from [redacted] card when I noticed the machine had a problem I then swiped my card again to do a balance inquiry it still had the same balance. Thats the only thing they claim to see on the account this is the most sorry bank ive ever bank with you cant verify a cash deposit they owe me $532.00 they claim to not find I talk to the brank manager he coudlnt give me any answer did sombody from the bank notice money stuck in machine and keep it cause I called the bank they claim no money over so my heart is so heavy bout my child [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Need to know where is my money I need additional credit along with my $532.00 thats missing outta there atm machine because I have to pay a late fee for my rent being late childcare expenses due this is a hold back for me every month since I been with suntrust bank I have deposit money into there atm machine WTH happen somebody please help they can see every every month I deposit cash into there atm machine suntrust fraud number [redacted] case number [redacted]

Business

Response:

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

Please close this case on your records.

Review: My personal checking account was charged overdraft for more 1 item. Almost 7 different overdraft fees. I called and they told me there was nothing they can do. From my understanding if items are returned without being paid I should not be charged for the overdraft. I have been with this bank for years now and this is the first time its happening.Desired Settlement: I need someone to credit my account for those transactions

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case on your records.

Review: I had a SunTrust Consumer Credit Card. When husband became unemployed, I proactively contacted ST and set up hardship payment plan (approx in 2011). Account was closed and monthly payment set at $107/month. I have paid this amount every month since. I have not missed a single payment. SunTrust charged off my account with no warning and sold debt to [redacted]. [redacted] calls and harasses me and my family. I am STILL paying SunTrust every month as agreed. I have contacted SunTrust repeatedly for assistance. I am told that the account no longer exists at ST and to contact [redacted]. [redacted] threatens me for full payment of balance. Again, I am still paying SunTrust the agreed upon amount every single month. They accept my payment every single month. I have been promised escalation by ST and a call back. No one ever calls. This has been going on for months. SunTrust has reported account as a charge off on my credit report. Credit ruined. Need this fixed ASAP.Desired Settlement: I want my account reinstated at SunTrust. I want [redacted] harassment to stop. I want my credit report amended to reflect that I have and am paying this account as agreed. I want SunTrust to fix this.

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 with Suntrust for approximately 10 months and have given approval for the [redacted] to take money from my account to pay for childcare. For the last 6 months the bank wouldnt allow the money to come out of my account from the [redacted] if no money was in my account. For the past two weeks six payments have came out of my account with my monies in the account. Which caused several overdraft fees. This has not happened in the last six months or longer but do the first time they allowed it they took money which was not theirs to take. When I went to my local bank they til me there was nothing I could do just to close the account so that future payments would stop. So I did then called the corporate office and stayed no the phone arguing with them for quite some time about the situation. The only thing that could provide me with was the smallest overdraft fee refunded to me. I refused the overdraft return because I want all the money they stole from me back, not just the smallest amount!

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: Suntrust Bank [redacted] On July 30th 2014, I made an additional payment to my Suntrust mortgage to reduce the principal balance for the amount of $5,400.The check was debited from my checking account (from another bank) on July 31st, 2014.Yet, as of August 6th, 2014 the amount has not been credited to my Suntrust mortgage.This practice is in conflict with Suntrust's fund availability policy.My wife and I have been to our local Suntrust branch 4 different times and no progress has been made: Suntrust are not able to locate where the money is, although they have a copy of the check.Suntrust have been "investigating" this issue for now more than 6 days and no precise time estimate for the resolution of this issue has been provided.Besides, as I have applied with other financial institutions to refinance my mortgage, this situation is penalizing me to obtain the best interest rates available on the market: these $5,400 are not included in my current cash assets nor deducted from the balance of my mortgage.

Product_Or_Service: Additional payment to Suntrust mortgage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am asking for Suntrust to recover the $5,400 and to credit these to my mortgage account within the coming 48 hours.As an indemnification for this infringement of their Fund availability policy, I am also asking Suntrust to offer me a $250 compensation, to be credited to my Suntrust checking account within the next 7 days.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.

Thank you for bringing to our attention the problems you experienced with the servicing of your loan. It is always SunTrust's aim to provide superior service and we regret that you felt your experience was unsatisfactory. On behalf of SunTrust, we apologize for the manner in which your payment was handled and for any inconvenience this caused you.

Unfortunately, the funds were inadvertently misapplied to a different account. On August 12, 2014, we posted the $5,400 principal payment to your loan with an effective date of July 30, 2014, as you intended. Since we have fully corrected this error, we respectfully decline your request for monetary compensation.

[redacted], if you have any questions regarding your loan, please contact our Client Services Department at [redacted], Monday through Friday from 8 am to 8 pm and Saturday from 9 am to 3 pm., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 am to 6 pm., ET.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Review: For simplicity I will start with just the main complaint. I had a pending charge that would cause my account to go into the negative. I made a deposit to cover the charges although one of the charges I did not make and their system would not allow me to dispute it because it was still pending, but I deposited enough to cover the charge anyway. The charge was $13.98 and my balance was $15.09 - however I was charged an extended overdraft fee that was not showing as pending or anything when I made the deposit. I asked what this was for and was not given a clear answer. I had a positive balance and there was no reason for an overdraft. However, over the weekend the $13.98 charge (that I have now disputed) has cleared and I was charged a second overdraft fee. This bank has closed it's location in my area ([redacted], Arkansas) and I made a trip to the bank in Memphis, TN to make the deposit to cover these charges. My intentions are to clear this account to $0.00 so that I can close the account. Secondly - when I made the deposit, I asked them to close my checkcard, as I have already cut it up and opened an account with a different bank. At that time the teller informed me that I had 2 active check cards, which I did not know. There is no reason for 2 active cards. I have since made sure that all cards have been closed. I have made numerous attempts on their website with customer service to get this taken care of or to explain why I am being charged fees. No one is able to refund the charges nor give me a direct answer. Also I was charged a $4.11 Maintenance fee that I was unaware of, as I have had this account for years and have never been charged this fee. I was able to dispute the Amazon charge of $13.98 now that it has processed.Desired Settlement: I want all fees refunded - 2 charges of $36.00 and one of $4.11 = $76.11 and the [redacted] charge = $13.98 investigated and refunded.

Business

Response:

Dear [redacted],

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding an extended overdraft fee that was assessed to your above referenced account. We appreciate the opportunity to respond.

When you opened your account you were provided a copy of our Personal Accounts Fee Schedule (copy enclosed) which discloses the extended overdraft fee. An

extended overdraft fee is assessed when an account is overdrawn for seven consecutive calendar days. If the account is positive by the encl of the seventh

consecutive day, an extended overdraft fee will not be assessed on the next business day. To avoid the fee, clients need to bring the balance positive by cut off time on day seven. SunTrust begins counting on the first day the account is overdrawn, keep in mind that weekends and holidays count as part of the seven day count. On September 22, 2014 your account balance was negative. In order to avoid the fee, a deposited needed to be made by cut off time on September 28, 2014. Since a deposit was not made, on September 29, 2014 the $36.00 fee was assessed. Our records reflect that, as a courtesy, the fee was refunded on October 14, 2014.

The extended overdraft fee overdrew your account, which left you with a negative balance of $20.91. Therefore, when the transaction for $13.98 was presented for

payment there were not sufficient funds in the account to pay the item and the account was assessed a $30.00 overdraft fee. This left you with a negative balance of $70.89. As a courtesy, the overdraft fee was refunded on October 7, 2014.

In reference to the $4.11 maintenance fee that was assessed, please let me explain. There is a $7.00 monthly maintenance for the Everyday Checking Account if you do not have a qualifying direct deposit or do not maintain a $500 minimum daily collected balance. This is disclosed on the attached Fee Schedule. For the statement period of August 21 through September 19, 2014 you did not meet either of the requirements. On September 19, 2014,the closing date of your statement period, your account balance was $4.11. Since the account balance was less than $7.00, we only debited $4.11 for the maintenance fee.

The credits for the transaction from [redacted] were credited to your account on October 2, ($.01) and October 7, 2014 ($13.97). We.regret that your debit cards were not closed when you requested. We show that all debit cards are now closed.

[redacted], we hope the information provided is helpful to you. If we may be of further assistance, please don't hesitate to call [redacted] or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.

Sincerely,

Assistant Vice President

Client Advocacy Team

Review: I did not authorize company on any services.Desired Settlement: Remove inquiries from all 3 credit agencies.

Business

Response:

We

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

regarding the credit reporting inquires. We appreciate the opportunity to

respond.

While

It is not entirely clear from your correspondence what service or reporting you

may be contacting us about, our records reflect that the above referenced Loan

ending in [redacted] was paid in full on March 28, 2006. As for SunTrust credit

reporting, I have been advised by our Credit Disputes Department that SunTrust

is not reporting the above referenced account to [redacted].

We

will be glad to research his matter further; however, we will need additional information

from you. Please send a clear copy of your credit report showing the account in

question. Also, please provide me the name of the credit-reporting agency on

which the account is shown. For your convenience, I have [redacted] a postage-paid

envelope for you to use in sending this information to me. Once I receive it, I

will contact you with my findings.

[redacted] we look forward to hearing from you so that this matter can be resolved.

If you have any questions, please call me at [redacted], Monday through Friday

from 7:30 a.m. to 4:30 p.m., ET, to further discuss this matter.

Sincerely,

Consumer

Response:

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

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

Regards,

Item in questioned is Oct. 11th inquiry on my credit report. I did NOT authorize Suntrust to check my credit. I will NOT allow Suntrust to access my credit report again. Remove the inquiry.

Review: I had an over charge where a credit was being issued I called Suntrust to inform them of this because it had causes over draft charges. Customer service couldn't do anything suggested I dispute fees. I sent copies of what was being refunded so they could see. After the refund was posted the fees still wasn't removed. So for a week I called finally after the fees went up now to $612 I called and had to actually yell and scream until they allowed me to speak with a manager. She noticed that I was right and did a lump sum refund. So I waited a few days so the account could settle and so I could get a new exact balance to restart my ledger. I checked my balance and proceeded to go on about my life on 12/17. On 12/18 my husband called his card was rejected due to NSF. So I checked the account from where the manager did a lump sum refund, they went back and deleted it and re-posted it as many different individual refunds. I saw a mis. charge from them of over 400 and was confused I couldn't find a reason on my secure messages. So I had to call them the customer service girl didn't know either it took her over 30 minutes to find out they screwed up by refunding me too many times when they removed the posted lump sum refund to break it apart.They didn't call nor did they send me a secure message thru my account. So when I called they were said they sent me an email to my work address (which I hadn't went into work to get yet) to let me know they took it out (not that it was go to take it out). They rearranged posted payments to how it suits them not how we send and charge it which benefits them. In less than 24 hours they made the error and took the money which caused me to overdraft again. But they blamed me for their error.If they would have given notice that they made an error would deducting the charge in 3business days by the way of secure message I could have made arrangements but they didn't.Desired Settlement: I want the 144 dollars refunded and I would like to charge them a fee of 200! For the emotional harm and stress this situation has caused me and my family. I want them to stop moving around already posted payments as well.

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.