SunTrust Bank

Review: Hello Dear Suntrust Bank Rep,

I got an overdraft fee of for 36 dollars which I was not aware is applied for ACH as my capital one account never charges me for that in addition I was charged an extended over draft fee which I was not even aware existed in fact nobody ever told me about this fee.Desired Settlement: I would like as a one time courtesy a refund of these fees in order to keep our long term relationship . Otherwise I just might have to consider moving all of my funds to another bank. I really like sun trust but I really feel ripped off here.

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: Called SunTrust customer service on 12/30/14, my check book was stolen. The rep put from the fraud department placed a hold on all checks from my previous purchase. The rep also put a hold on my debit card and stated she would connect me with customer service who then would mail out another card. I was transferred to the customer service department whom the rep asked if I wanted expedited services for my new bank card, he went over all the detail with me and said my card would arrive in 5-7 days since expedited services was not selected. I waited and waited for the card on 1/12/15 I called back into customer service to inquire on the card whom the rep told me was never issued she apologized and said the rep didn't send one out. I waited for almost 14 days for this card to find out nothing I was told was done. Also I had on unauthorized debit on 12/31/14 that I sent the paper work in on January 5th 2015 to dispute the charge. Now on 1/12/15 they have re debited the amount of $150.00 which she states the company has reversed the debit, now I am changed the $150.00 along with $72.00 in over draft fees. My pay check is set to be deposited on 1/15/15 and most of the amount will be taken in this $150.00 and $72.00 of charges that should never have been debited. How can a bank reverse the debit again when fraud charges are on my bank account for this truncation? I want to make sure [redacted] can not debit my account anymore at anytime. I have called the company several times and I get no response back.Desired Settlement: I would like a refund of $150.00 and the $72.00 overdraft fees refunded to my account. I would not like to have to wait for days or weeks to have this happen as it causes a big inconvenience with paying my bills. I also want to make sure in the future this company [redacted] can not debit my account at anytime for anything.

Business

Response:

Re: Everyday Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the claim you filed with our Fraud Assistance Center and overdraft fees assessed to the above referenced account. We appreciate the opportunity to respond. Our records show that you contacted us on December 30, 2014 to report your Checks [redacted] through [redacted] as stolen. A stop payment was then placed on the series of checks. In addition, your Debit Card ending in [redacted] was closed, and a new debit card was ordered for you. However, when you visited our [redacted] Branch on January 7, 2015, it was discovered that the debit card was not ordered, so a new card was ordered for you at that time. We apologize for this oversight and regret any inconvenience caused. We understand that you have recelved and are now using Card ending in [redacted]. On January 1, 2015 you submitted an online claim to dispute an Electronic/ACH debit from North Cash for $150 that had posted to the account on December 31, 2014. Case 2134144 was established, and you were sent a document via email to complete and return so that we could investigate your claim. We notified you by letter on January 8, 2015 (copy enclosed) that we issued provisional credit of $150 and a $72.00 refund for two $36.00 overdraft fees assessed on December 31, 2014. The letter also explained that if an additional credit was received after this adjustment, then the additional credit would be reversed. On January 7, 2015, you also received an Electronic ACH refund of the $150. For this reason, on January 12, 2015 a dispute credit adjustment for $150 was debited from your account. Due to these adjustments, you incurred two additional overdraft fees on January 7 and 12, 2015. These fees have been refunded, with all transactions reflected on your January 22,2015 statement (copy enclosed). [redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance, 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. Our representatives will be glad to help you. Thank you for banking with SunTrust. Sincerely, [redacted] Officer Client Advocacy Team

Review: We do not owe this. Suntrust wouldn\'t help with fraudulent activity from [redacted]. I closed account. How we now owe $2514 I don\'t know. If they failed to close account and more items came through the account that\'s not our problem. How an account can go that negative is beyond me. Seems suspicious. Previous working at a bank I know that fees cannot be added to closed accounts. I also know that accounts have a maximum they can go negative which is $500. If account wasn't closed etc that's not my problem. How it's $2514 owed is very suspicious.Desired Settlement: I want this charged off as account was closed. I never received further statements so I assumed account was properly closed. We do not owe this. It's not possible.

Business

Response:

We responded to Ms. [redacted] by letter on April 13, 2015. If you have any questions about our response, please contact Ms. Murray. Sincerely, [redacted] Vice President and Manager Executive Services

Review: on Jan 11, 2015 I employed the services of a company. The merchant came to my home around 3:00am Sunday morning. I gave my ID and credit card to the person. He swipped my card and Suntrust blocked the transaction. Tried 2 more times. Both were blocked. Suntrust now shuts down my card due to the nature of the merchant. I asked the person to leave. I called Suntrust the next day and told them not to process any transactions from this merchant. They said ok, the merchant has now been blocked from any additional use. a week, later, the merchant charged my card $600.23. They soon gave me credit but not without a huge fight. The next day, the merchant charges my card again and this time for $700. I called suntrust and immediatly reported the transaction as fraud. They deactivated my card and told me they would send me the paperwork. They were to e-mail it. I gave them 2 email addresses and they could not get the paperwork to me. They said they would mail it. It never came. I have to physically go to the local branch to file the complaint. I waited and waited. They contacted me and said they would give me credit. Just the other day, 5/11/15, they reversed the credit and sided with the merchant. Apparently the merchant did such a good job falsifying the documents, Suntrust sided with them and said, I signed the document and also signed the invoice. I did not. Suntrust has considered this closed and refuses to hear addtional evidence from me. The merchant had my id and credit card number stored in his machine. Suntrust will not loot at the fact that the card was not swiped and present at the time of sale. Also, Suntrust will not look into the fact that they rejected this merchant originally. They have records of that. I am a preferred customer with Suntrust. My mortgage, safty deposit box, 2 accounts and a line of credit. All in the process of being terminated.Desired Settlement: I want credit for $700.

Business

Response:

Dear Mr. [redacted]:We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your above referenced merchant dispute case. We appreciate the opportunity to respond. Our records show that your debit card purchased was declined wtih the merchant on January 10th, 2015 because the transaction was outside of your normal spending pattern. The transaction caused an immediate security block to be placed on your debit card. Please note that this transaction was not declined based on services provided by the merchant. On January 18, 2015, the merchant presented an item for $600.23 that did not trigger any security flags. While this item was allowed to post to the account on January 21, 2015, it was credited back to the account by the merchant on January 22, 2015. On January 20, 2015, the merchant presented an item for $700 that also did not trigger a security flag and was allowed to post on January 23, 2015. During our review of your claim against this transaction, the merchant provided multiple types of evidence that indicated the payment was authorized by you. However, because you were able to provide further evidence of your claim to Ms. Crystal Cushenbery, Loss Prevention Manager, on May 8, 2015, the decision was made to honor your claim. For this reason, a credit of $700 was made to your account on May 8,2015. Mr. [redacted], we hope the information provided is helpful to you. When you have questions or concerns regarding your accounrs, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST, or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. Sincerely, [redacted]OfficerClient Advocacy Team

Review: After an identity theft in April, which included money being drafted from my account, I went to Suntrust to close my account and open a new one. While this should have been an easy process, I had to make 3 additional visits to the bank to get this accomplished. Each time the employee put the blame on someone who "isn't in the office at the moment" or "no longer works here." By the time I established my new account, my old account was in a "pending closed" state as the account had a few unfinished transactions and in order to close the account had to have 30 days of inactivity. On June 22, my husband accidentally used my Paypal account which defaulted to the old account and since it was still "pending closed", the transaction was sucessful. I was able to transfer money from the new account and the old account, which according to the Suntrust website, was still "pending closed." I explained the situation to the bank to see if I needed to go through the closing process again and was told no. I was told that the account was showing "pending closed" on their end and that the account just needed to be transaction free for 30 days and it would close automatically (on 7/22). I also received a statement in the mail stating that my account had gone to $0 and would automatically close after 30 days if no transactions were made. For whatever reason the account did not automatically close on 7/22. On 7/27, an electronic deposit was made into the account that should have been closed, causing a $7 fee to be charged. This deposit should have never gone through since I was assured that the account would be officially closed on 7/22, 5 days before this deposit was made. I spoke with the bank 6 days ago regarding a refund on the $7 and have not heard back from anyone or had the charge removed. I do not feel that I should have to pay a fee on an account that was kept open without my permission when I went out of my way to make sure that the account was to be closed,Desired Settlement: I would like the $7 fee to be removed so that I can again start the process of closing the account.

Business

Response:

We were able to speak to our client over the phone and assist

with her issues. The fee was refunded and the account closed as she requested.

Review: my home loan was sold to [redacted], which is a collection agency not another bank or mortgage lender, under bankruptcy and I have never filed bankruptcy. The service rep in [redacted] bankruptcy dept stated that Suntrust sold my loan as a bankruptcy and they had no proof of an reaffirmation agreement. I never missed a payment or paid late, my payment was set up on audio draft out of my suntrust account. I have called suntrust and I cant get any answers. I have been trying to solve this problem since Oct 2013.Desired Settlement: I would like for Suntrust to be held responsible for their mistake and rectify the problems that their mistake has done to me and my credit.

Business

Response:

Dear [redacted] and [redacted]:This letter is regarding to the 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 issues raised

and to provide a response to you.Our records reflect the primary borrower ([redacted]) on the

loan did not file bankruptcy; instead, the co-borrower ([redacted]) filed Chapter

7 Bankruptcy. Please understand that when anyone on the loan or deed files

bankruptcy, the loan is set up on our Bankruptcy Department for monitoring. The

chapter 7 bankruptcy case was closed in the bankruptcy court on April 10, 2013

and the account was removed from the Bankruptcy Department on April 16, 2013.On October 1, 2013, the servicing rights of the account were

transferred to [redacted]. When the loan was transferred to the new servicer the

account was not active in bankruptcy. If you should have any questions concerning

your account after October 1, 2013, please call [redacted] at [redacted] Monday

through Friday from 5pm to 8pm Pacific time.ON September 8, 2015, we submitted an update to the four

credit major credit reporting agencies to reflect the loan was current at the

time of the service transfer on October 1, 2013. We also send an update to the credit

reporting agencies to remove any bankruptcy reporting for [redacted] that was

submitted by SunTrust Mortgage, Inc. An update was also submitted to report

[redacted] as Chapter 7 Bankruptcy reaffirmed. If you have any questions regarding this letter, you may

contact our Mortgage Escalations Resolutions team at [redacted] Monday through

Friday from 8am to 6pmET.Sincerely,[redacted]

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] Suntrust transferred my mortgage loan to [redacted] which is a debt collection service company on October 1, 2013. So there for my mortgage was transferred as a bankruptcy account, I never missed a payment nor was I ever late, my mortgage payment was drafted directly out of my account every other Friday. [redacted] is not a mortgage lender or another bank, they are a debt collection servicing company, so there for they can not refinance my mortgage. I was advised by [redacted] rep that my mortgage was transferred from SunTrust bankruptcy department and they would be collecting my mortgage payment for SunTrust, all payment should be paid directly to [redacted] after Oct 1, 2013. According to Suntrust response, they just submitted and updated to the credit agencies on September 8, 2015 after I file a complaint on Sept 2, 2015. I would like to see Suntrust resolve this matter by getting my mortgage loan back from [redacted] the debt collection service company and transfer or sale my loan to another bank or mortgage lender.

Regards,

Review: I was charged a total of 6 overdraft fee's on 3 different days, and when I called to discuss the issue with the bank I was given different conflicting information from multiple associates including management. I currently provide for myself and 2 younger brothers who were kicked out by our parents the day they both turned 18. On October 20th 3 pending transactions posted to the account, at which time my account still had a positive actual and available balance. My landlord needed half of my rent payment, so I knowingly overdrew my account by making a withdrawal so I could pay rent. I was then charged overdraft fee's not only for the withdrawal, but also the transactions that were posted to the account while it still had a positive balance. Suntrust reversed the order of processing and changed the transaction dates specifically so they could charge me overdraft fee's. The same thing happened a week later on the 28th when the rest of my rent was due. I fully expected to receive an owe an overdraft fee for both withdrawals. I need to take care of my brothers and if I have to pay a little more to the bank on the side to due so I am happy to do that. I am however not okay with attempted theft. I specifically checked my bank account to verify that the transactions had already posted, and I called the bank to verify that if I performed a withdrawal I would only be charged an overdraft fee for that transaction, and any other transactions that were still pending. I was SPECIFICALLY told, as I was concerned about the 3 transactions in question that had already been processed and was told that since they were already processed and posted I would not incur any fee's for them. Lo and behold I was then charged a total of $216.00 in additional overdraft fee's. My account beyond that probably has another $400-500 worth of fee's following those transactions that are completely valid and I am happy to pay. The charges in question I was specifically told would not be incurred.Desired Settlement: I want the 3 overdraft fee's from October 20th and the 3 overdraft fee's from October 28th refunded to my account. I am not being unreasonable, the transactions were processed AND posted while the account had a positive balance and therefor I am not liable for them. Multiple suntrust associates that I spoke to on the 28th including a Nate, a Johnathan, Monique Orbin have all agreed that the transactions posted while I had a positive balance but "this is just the way it works".

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 frequently make cash ATM deposits with SunTrust. On three occasions in 2015 the ATM took my deposit, said there was an error and didn't deposit my money into my account. The first two times everything was settled in days, no problems. This past time the claim process has been a nightmare. I was promised resolution in 3-5 business days. 10 business days later (2 weeks in the real world) my claim was denied claiming there was no error. The ATM produced a receipt which literally says there was an error on the transaction in dispute. After having to call numerous times and climb the ladder to a manager someone finally asked for a copy of the receipt, which I faxed over. One day later the claim was closed and denied stating there was no error. During the time of this "investigation", my money was held hostage and I feared to make any deposits into my account. I have been a loyal account holder for years and am now dumbfounded and bewildered at how cold this institution has been to me over a mere $130 which I needed to pay bills. Now my account is in default by nearly $600 and they are claiming that I am responsible for it. I feel like I've been lied to and stolen from from a company that I have trusted with my hard-earned money. Do not bank with SunTrust, they'll take your money when you owe them and they'll take YOUR time when they owe you. Worst experience/investment of my life.Desired Settlement: I simply want to settle my account minus the extensive overdraft fees assessed during SunTrust's two week "investigation" process. I will close my account and move on to another institution.

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 bank with sun trust and use their app to do my banking as I live in NYC. I recently lost my job so during the week of december 31 2015, I went onto the mobile banking app to cancel all pending pending payments as I would not have the funds to cover as I was unemployed at the time. I made sure that my pending transactions were cancelled and I had no pending bills. I went to check my bank account today to see if my unemployment hit; when I checked my bank account not only did not all of the payments cancel the bank allowed the transactions to process with no funds in the account even after I cancelled all three dates of payment (there were three payments set for each date) the only cancellation that registered was for the date of 1/4/2016. I spent an hour on the phone trying to explain to 3 different reps that I made sure I cancelled all payments arranged on the account because I knew I would not have the funds available. Even when the account was negative. They allowed another transaction to come through on the account causing another overdraft fee. The reps are telling me that because the cancellation did not process of their end through the mobile banking app I would have to provide a confirmation number. I do not have one as when I checked my pending bill pays there were none listed. Now checking my bank account they allowed the payments to go through on the 8th and still have more pending payments set up for the 15th although those too were cancelled. They refuse to admit that there could've been a problem with that app that caused it to not register on their end. so I now have no bank account for use because I cannot afford to pay $166. they have on multiple occasions held my payroll check causing me to pay rent late and now the mobile app glitches and I have to be held responsible.Desired Settlement: I want all my overdraft fees returned and I would like to close my bank account with sun trust with no penalty.

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.

The online banking portal reads "temporarily unavailable" over sixty percent of the time. I am basing this estimate over 30 + login attempts at various times spanning the last 3 months. The issue is not temporary but rather cronic in nature. Two separate contacts to Suntrust describing this issue have been in vain.

Worst bank I've ever dealt with. Gave me misinformation about my credit card 4 times over a week period. [redacted], she reports to the owner, gave me misinformation about my credit score multiple times which lead me to spend my time insuring the information they gave me was incorrect. [redacted] then told me point blank "no we will not do anything to resolve the situation nor anything to assist you". I will be looking for a new bank

I have been a customer with this bank for 19 plus years and I have never been so upset. I setup my business and I came to Suntrust back in November. The lady at the SunTrust Bank Linda did not know enough about the business account setup to do it correctly or give me the correct information. I asked her if I could transfer funds from my business account to my personal account and if I could view all my accounts in one spot she tells me yes. I go back to see her at the branch in Western Branch and she tells me she never said that so now I'm pretty upset because I could have gone to [redacted] As I am prior military retired. So then I decide to go to the branch on general booth Boulevard and speak with Mr H[redacted] which tells me that you can view it and he sets up the account. However today is December 28th it is been one full month and I still can't view my account. Now as I'm told by that branch mr H[redacted] is on vacation today and he set it up correctly however, the online department never let me know that there was an issue so I've been waiting seven straight days longer before I finally decided to call and ask what was up with my accounts. I was then told to call the online service and answer a few questions for them however by this point I am pulling all of my funds out of the account from my business and from my personal. If this is the type of business you guys have then I don't want any part of it!

Review: I opened an account online via their website. I set up direct deposit into my new account in the amount of 100 on the 15th and 30th of every month. It has not come into the account twice. I made a deposit into my account via their mobile app for $300.00 and they placed a 7 day hold on the fund. I did not have a problem with the hold as I understood why it was placed. The 300 was the remaining amount in my account that I was closing at my old bank. Due to a mistake I made the check bounced, because I forgot to stop an auto payment for my cable bill. Once I realized the check bounced I immediately called and made a deposit via debit card into the account to cover the check. The bank is now saying they are closing my account and will hold all funds for 30 days. There is an exception to it being closed, however I need to get a branch manager approval. The account was opened online and no branch manager will approve it to stay open because it was not opened at their branch. No one in telephone banking is helping me. I admit, I made a mistake, however I have fixed the situation and also have direct deposit set up on the account. I don't feel the account should be closed. If a [redacted] can keep it open, then a [redacted] in the call center should be able to help as well, however no one will.Desired Settlement: I want someone for headquarters to call me and explain how I am being told a branch manager can approve my account to stay open, however a branch manager won't because it was opened online. I want my account to stay open. I made a mistake, and fixed it immediately. I have direct deposit set up to the account. I feel as if I am being treated differently because I opened the account online and not in a branch. I don't live near a branch and had no choice.

Business

Response:

Re: Revdex.com complaint #[redacted]

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

Please close this case in your records.

Consumer

Response:

I called the customer and he stated that SunTrust reached out to him directly this afternoon and the issue is resolved.

Review: I wrote a post dated check for $2,000 to my lawyer to be cashed on March 10, 2014 because I was in the process of transferring $3,000 from my [redacted] account. Check was cashed March 3, 2014, I don't know why Suntrust accepted the check which is dated March 10, 2014. It's a post dated check. Now Suntrust charged me a overdraft fees March 3($**)) and March 4($[redacted]). I called Suntrust and was not able to help me out! I'm angry and high blood!Desired Settlement: I would like a credit in my account that was charged by the overdraft fee on March 3($**) and March 4($[redacted]).

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us form the Revdex.com regarding the payment of a postdated check present against the above referenced account. We appreciate the opportunity to respond.
You indicated you post dated Check [redacted] ($[redacted]) for March 10, 2014 with the understanding that the payee would not negotiate it until that date. However, the check was presented for payment and paid on March 3, 2014. As a result, you incurred $[redacted] in over draft item fees.
The payment of the postdated check is in accordance with our Rules and Regulations for Deposit Accounts. [redacted] is page 21 of our Rules for your review. Our Rules are provided at account opening nad on website [redacted] (see About us- fee- Schedules- Deposit Account Disclosures).
I understand how this type of issue can occur. As a one-time courtesy, we refunded [redacted] in overdraft items feels. The refund was credited to your account on March 17, 2014.
[redacted], we hope this information is helpful. If you have any additional questions please call us at [redacted]. One of our representatives will be glad to assist. Thank you for banking with SunTrust.
Sincerely,

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: Suntrust manipulated transactions so that they could charge me more money. I have a check that was out standing, I checked my bank Monday and had $190 in it. So I knew this check would bounce and I was prepared for that. What I was not prepared for is the bank went and re dated all of the transactions so that they could charge me FOUR overdraft fees and not just one. They manipulated the order of my transactions so that they could charge me four instead of one overdraft fee. I want three back. I plan on purposely doing this again just to be able to screen [redacted] and prove what they do to rip their customers off. I am a single mom and this cause me to not be able to pay my electric bill. SO I have to live without power for 2 days and I am slowly restocking my refrigerator. This is just shy of criminal and I want someone help accountable, instead of me.Desired Settlement: I want three of my over draft charges out back in my account. If I did it - then fine have your fee. But in this case I know I am only truly on the hook for one.

Business

Response:

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

to is from the Revdex.com regarding overdraft fees assessed due to the posting order

of items to the above referenced account. We appreciate the opportunity to respond.Our records show that, on September 28, 2015, eight times,

totaling $929.85 were presented for payment against a balance of $875.45. Given

that there were not enough funds to cover all of the items, you were charged

four $36.00 overdraft item fees, totaling $144. Based on this information, we

have determined that these fees are valid. However, as a courtesy, we refunded

$108 in overdraft fees. This credit will reflect on your next statement. The other

overdraft fee will remain.The posting order of your items is in accordance with our

Rules and Regulations For deposit Accounts. [redacted] are pages 16 and 17 of our

rules for your review. Our rules are provided at account opening and on

suntrust.com.In order to decrease the chances of this happening again,

please visit suntrust.com, where you will find helpful tips on how to manage

your account and avoid fees. You will also find useful information above 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.[redacted], we hope this information is helpful to you. Should

you have any further questions regarding your account, please feel free to

contact us via your online banking profile, call us at [redacted] or visit any

SunTrust branch. Our representatives will be glad to assist you. Thank you for

banking with SunTrust.

Consumer

Response:

please close this case. They refunded my fees. Thank you!

Review: On 4/30/2013 account holder [redacted] ([redacted]) with account number [redacted], deposited a check in the amount of $14,662.16, I was able to obtain a copy of the check which can be provided to you if needed. Suntrust bank allowed Mr. [redacted] to deposit the check without the required endorsement, which is clearly evidence of fraud for reason of fraudulent check cashing. The check was issued by [redacted] as a 2 party check accordingly, Mr. [redacted] should not have been able to cash or deposit the check without my endorsement and without any contract creating a power of attorney relationship, Mr. [redacted] is now refusing to return the money to us or to [redacted]. I believe Suntrust bank failed to comply with local and federal law and became a partner in fraudulent activities.Desired Settlement: Suntrust bank should assist [redacted] in recovering the funds, also they should find out who allowed Mr. [redacted] to deposit the check without the proper endorsement.

Business

Response:

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

We sent a letter today to Mr. [redacted] to address the check issue he raised to the Revdex.com. Therefore, as we have provided a response to Mr. [redacted], we are closing our file on Revdex.com Case [redacted].

Should you have any questions about our response to Mr. [redacted], please feel free to call Mr. [redacted], a manager of Executive Services at [redacted]. He will be glad to speak with you.

Sincerely,

Review: April 26, 2013 SUNTRUST BANK Attention: [redacted]. President/CEO [redacted]: This is my final request for reimbursement of a total of $760.00 for analysis fees unduly debited on my payroll account as a result of fraudulent practices by SunTrust's contracted payroll company [redacted]. Though your staff adjusted my account for the months January 2013 $40.00 an February 2013 $50.00 they did not reimburse for the discrepancies that occurred in prior months totally $760.00. As noted in the original correspondence sent on February 20, 2013 your staff provided me incorrect directions and procedures on how to obtain monthly information on my payroll account without completely closing my payroll account and as a result my account was incorrectly debited $40.00 per month for eighteen months. As mentioned in the initial correspondence submitted to and received in your office [redacted] certified on July 2011, I contacted SunTrust Bank payroll department and requested information on how to maintain access to [redacted] payroll account since I did not anticipate any employee activity in the next year ([redacted]). I was instructed that I had to pay the monthly analysis fee if I wanted access to my payroll account. Based on the direction of the SunTrust payroll department I continued to pay a $40 monthly payroll fee for the next 18 months. Throughout 2011 and 2012 I repeatedly inquired about the fee and was instructed that I had to continue to pay the fee for access to my payroll account. In September 2012 I visited my local branch and met with [redacted], [redacted], GA branch and informed her that I was relocating to [redacted], Texas. She assured me that though I was out of state SunTrust would continue to provide me quality customer service. She further stated to contact her with any challenges and that she would gladly assist me in their resolution. On January 3, 2013 I contacted [redacted] requesting assistance in researching the process to access payroll information when there is no employee activity as reflected. ([redacted]). She contacted me by telephone on January 4, 2013 and stated that she would research the process and get back to me in a couple of days. To date [redacted] has never contacted me by telephone again. I sent her an email on January 15, 2013 and she responded through email that I did have to pay the $40 monthly analysis fee to have access to my payroll account. On January 17, 2013 I sent her an email requesting cancellation of the account. On January 17, 2013 [redacted] sent me an email providing the telephone contact number for cancellation. On January 23, 2013 I contacted the SunTrust payroll telephone number provided by [redacted]. I spoke with [redacted]. She emailed me payroll account termination information as well as the form needed to complete the termination of my payroll. She highlighted that for a one-time $79 fee I could have access to account information for 5 years if I did not have employee activity. That came as quite a shock since I had inquired about this possibility for over 18 months. On January 24, 2013 I contacted [redacted] via email requesting reimbursement for all past fees minus the $79 for 5 year access. I instructed her to forward my request to her manager for review and I carbon copied the information to [redacted] for her record. On January 25, 2012 [redacted] contacted me and stated that her manager refused to refund the fees and that the one-time $79 fee was a new process ([redacted]). I requested that she forward me her manager's name, contact information and the dated official SunTrust policy that highlights the one-time $79 fee. I have yet to receive a refund for their error.Desired Settlement: Refund of $760.

Business

Response:

Dear **.[redacted]:

We have received and reviewed your correspondence regarding your request for a refund of the analysis fees assessed to the above referenced account. We appreciate the opportunity to look into the issue raised and provide a response to you.

Our research has determined that you opted to have our vender, [redacted], process the online payroll needs of your business. The monthly fee of [redacted] for this service is reflected on your account statement, effective with the August 19,2010 statement. Please note the fee increased to [redacted] in February 2013. In January 2012, client's requesting service cancellation of [redacted] were offered a one-time fee of [redacted] if they continued to utilize the services of [redacted]. The one-time fee would replace the monthly analysis fee and would remain in effect for five years.

We have reviewed the account and determined that the fees have been appropriately assessed as we have no record for your previous request to cancel [redacted]. Further, our Rules and Regulations for Deposit Accounts state that "Fees are subject to change from time to time at the Bank's discretion". However, as a courtesy, we have refunded the January and February analysis fees totaling [redacted] to the account. In addition, your [redacted] service has been cancelled as you requested.

**.[redacted], we trust this information is helpful. Should you have additional questions, please contact us at [redacted] or [redacted] at [redacted]. A representative will be glad to assist you.

Sincerely,

Officer

Executive Services

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.

The facts are listed:

1. As noted on page 23 of the package that I faxed to the Revdex.com Suntrust Bank representative [redacted] stated in an email to me that on my account was a note stating that I inquired about closing my account July 2011 and was told by a Suntrust Bank representative that I had to keep it open to access to my payroll information and pay the monthly analysis fee.

2. Because I did not have any employees I contacted Suntrust Bank numerous times to inquire about the monthly analysis fee. Though I inquired about the montly analysis fee and access to my payroll account numerous times between July 2011 and February 2013 it was not until I requested closure due to a fee increase from [redacted] dollars to [redacted] dollars February 20, 2013 that I was

informed bt Suntrust representive [redacted] that I could have maintained the account for a 1 time fee of [redacted].

3. There is a blatant practice of deception and fraud at Suntrust Bank. Employee [redacted] as noted on pp 36 of the package that I submitted to the Revdex.com clearly stated that the an internal policy exist and could not be disclosed to me in regards to the polciy on inactive accounts and montly fee analysis.

4. To Date Suntrust Bank employee [redacted] supervisior [redacted] and all representatives of Suntrust Bank have refused to submit policies and implementations dates surrounding maintenance of inactive payroll accounts and monthly analysis fees. Clearly defrauding customers out of fees that could be avoided if they were aware od the 1 time fee of [redacted] giving access to payroll accounts for 4 years.

5. I enrolled in Suntrust payroll services on line. I submitted all documentation to the Revdex.com in the form of 61 pages including correspondence exchanged between me and all Suntrust Bank representatives. As Revdex.com representatives can see there is no mention of a policy regarding cancellation. Therefore, all information provided is word of mouth by Suntrust representatives.

6. After the [redacted] - [redacted] completed their investigation as noted on pp 3 of the package submitted to the Revdex.com it was noted that the complaint involved Suntrust customer service issues and offered a solution of exploring legal options of which I plan to pursue if SUntrust refuses to practice integrity as it has thus far.

In closing, based on the facts my expectation is that Suntrust Bank reimburse me [redacted] of unjustifiable payroll anaylsis fees raising awareness that omission of information when requested is considered unfair practice. Futhermore, creating policies and procedures internally when caught in the act of unfair practices totally compromises the integrity of the foundation of Suntrust Bank. It's a sad day when Suntrust has to steal from me when in the past I entrusted it with [redacted] of dollars.

Thanks again Revdex.com for your effort to protect the consumer.

Sincerely,

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

Regards,

Business

Response:

SunTrust has responded to our client on March 1 and May 6,2013 and is providing the Revdex.com with a copy via this fax. Our position on this matter has not changed.

You requested that we address the client's issue Number * from her recent correspondence to you. This matter was addressed in our response of May 6,2013. We do not share internal policies with our clients. At account opening we provide our clients with a copy of the attached Business Acounts Fee Schedule for their review.

Please close this case on your records.

Review: My wife had gone in to the branch to close 5 accounts on Sep 20, 2013. She informed the teller that she would be withdrawing the monies from the accounts and closing all of them. The teller proceeded with the transactions for the accounts. My wife had informed all the businesses that we deal with through online payments that no transactions were to go to our accounts with Suntrust. One transaction went through for insurance on Sep 30, 2013. As of the beginning of October Suntrust has been contacting my wife at work during business hours and stating that this is our error and not theirs and we must pay the amount due of $216.32. My wife stated that when she came in that she was closing the accounts and that they were not to let any transactions go through. They proceeded to get nasty with her and wanted her to set up a payment plan to pay this off. To this date they still have not closed the account and it continues to remain open and accumulating fees that we are not responsible for. She received another call today from a [redacted] at 11:15.

Product_Or_Service: Bank accountDesired Settlement: DesiredSettlementID: Other (requires explanation)

We don't want anymore harassing phone calls at work. We are not willing to pay for their mistake to our account. We want the account closed of what they say is due $216.32. We don't want this on our credit report because this was not our mistake.

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: SunTrust is closing my account because of the [redacted] security breach fraudulent activity and will not give me my money which total to over $700. I did not ask for the account to be closed this was a decision made by the bank to end the agreement. I have talked to branch managers, Sr. managers and went to the branch in person, but nobody will give me any of the money. One customer service rep told me that they are not accepting deposits or releasing money, but they accepted my payroll deposit. SunTrust claims my account is on a "non-debit" status, but I read that it is up to the branch manager to decide to release the funds at any given time.Desired Settlement: I would like my money or at least some of it available to me to take care of my family. I live paycheck to paycheck and need my money now.

Business

Response:

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

Please close this case on your records.

Review: I had an issue with a [redacted] purchase which put my bank account into the negative. I called SunTrust (the local branch in [redacted]) and I explained what had happened. The bank representative promised me that ALL OVERDRAFT FEES would be waived as a courtesy to me. I called SunTrust again after my Paycheck was deposited to get the fees waived AS PROMISED BY SUNTRUST and I was told "sorry can't help you" I then called the national 800 number and they were able to PARTIALLY refund the charges, however I was told to call the local branch to take care of the remaining 72 dollars (2 charges each in an amount of 36 dollars) that was supposed to be refunded. I called the local branch and was told sorry can't help you. The [redacted] I spoke to refused to honor the PROMISE THAT SUNTRUST MADE TO ME. I am low-income and I can not afford this. Someone needs to hold SunTrust accountable and hold them to their word. The bank representative who promised me the refund of the fees REPRESENTS SUNTRUST BANK so therefore SUNTRUST MADE ME A PROMISE AND THEN BROKE IT.Desired Settlement: I would like the remaining 72 dollars refunded back to my checking account IMMEDIATELY, and I would like the bank [redacted] to apologize for failing to honor a promise made by her company.

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.