SunTrust Bank

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: 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: 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: 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: 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: 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: 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: 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.

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: 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 opened a bank online with suntrust later that day I deposited cash into my account at the bank when I went to the bank three days later I was told that the account was closed and my funds were transferred to an internal department of the bank and will take 30 days for my funds to be returned.the money I had in my account was for my rent now my rent its late and I have additional fees and I keep getting the run around whenever I call or visit a branch.Desired Settlement: My money refunded and my late charges paid and an apology

Business

Response:

We

have responded to [redacted] by letter on May 1, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Review: On February 14, 2014, I was en-route to a SunTrust Bank Branch located in [redacted] to withdraw money for a family vacation. I was able to withdraw $2300 in US currency and proceeded to take a flight with my family to [redacted]. Upon arrival in[redacted], I was able to change $500 US dollars into [redacted] currency with no issues. But upon reaching the middle of the week, I noticed my fund were running a bit low. I attempted to change a $100 dollars bill with a currency exchange representative. Upon exchanging to money, I was immediately flagged for having a fraudulent bill. Doubting their expertise in this matter, I proceeded to attempting exchanging my money with several other exchange locations. I was flagged at each location without hesitation. I was not only embarrassed, I was humiliated at the fact that more than 5 individuals at one location were flagging me the fraudulent bill in front of numerous customers. Upon my arrival back to the US, I immediately notified SunTrust over the phone, wrote an email online to corporate, and visited the branch where I withdrew my money. The [redacted] and representative conducted several test and determined that, in fact, the $100 dollar bill was fraudulent. A report was filed and the money was seized for further investigation. Several weeks went by with no notification.

I proceeded to contact the branch personally to see what was going on with the issue and where was my reimbursement. To this day, I have not been given any notification from the [redacted]. I contacted corporate over the phone, as well as through the internet, and the only responses that were given to me were that this was a branch issue and that management would contact me. I have contacted more individuals over the phone and through the internet to get this issue resolved than I would have liked to. What the members of SunTrust aren't comprehending is that this was a very dangerous situation for me. If [redacted] followed or had similar laws as the United States, I would have been placed under arrest for passing fake money. I have spoken to more than 10 individuals, and each time they state the manager is aware and will contact me. I have been given mixed results with corporate representatives stating that I will not be reimbursed for the money stolen from me and than representatives from the branch stating it is under review and that the manager will decide. I put the blame totally on SunTrust Corporate for allowing their branches, which are a representation of their business, allow their members to steal from their customers and provide NO ASSISTANCE, whatsoever, to resolve this issue. It is only $100 dollars, but this is my hard earned money. I, unfortunately, am not sitting on an abundance of wealth. I am a hard working individual living day by day and surviving check by check. I should have gone with my first instinct and involved the local police department and federal authorities because this is a financial institution and this needs to be investigated.Desired Settlement: I want corporate to take responsibility in this matter and handle it like it should have been handled. I entrusted SunTrust with my money and to be denied it without explanation or even an attempt to help me is unacceptable. I want a refund for my money because I feel that this PARTICULAR branch stole it from me by giving me a fake $100 dollar bill.

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 recently was charged an overdraft fee of $36 for an item that was pending. The transaction was then withdrew and reapplied to my account a few days later. Witch after it was withdrew I was positive within my account balance and was charged an overdraft fee. Which then sent me negative $1.97. I attempted to call the bank and ask them to fix this issue but they refused saying that the transaction already went through. Yet they couldn't answer why the transaction that was reapplied was still pending. I am so displeased with this bank. This isn't the first time something like this has happened. I would go out to eat and the restaurant charged me twice by accident but canceled the first transaction. Yet Suntrust Bank would charge you even if the transaction was canceled.Desired Settlement: I want the $36 fee refunded into my account.

Business

Response:

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.Please close this case on your records.

Review: On 9/26/2014 I made a deposit of my wife's paycheck via the drive thru and on 9/29/2014 I made a similar deposit via Mobile banking with no issues. On 10/14/2014 I made another two deposits via mobile banking however the next day I noticed the funds were not in my account. Upon inquiring I was told my account was tagged for closure and that the fraud department had frozen the funds. When I asked why I was told that the checks deposited on 10/14/2014 were third party checks and that was a policy violation. Today is 1/27/2014 and I still have no access to my funds even though my mortgage payment is now late. I contacted the fraud department and was informed that the branch area manager could over ride this issue and release the funds however [redacted] refused to do so. I have threatened to obtain legal representation to get my funds and feel I may have to do that to get access to my funds. In my opinion this was the banks error and the bank wrongfully withheld these funds from me and my family which caused extreme hardship. I have heart disease and this has caused extreme stress on me. My doctor has had to increase my medication to help cope.Desired Settlement: DesiredSettlementID: Refund

An immediate full refund of the funds due plus interest earned is any, a letter of apology from management of the branch and the area manager as well as a letter for my mortgage company of the banks admission of the error being the banks fault and not tat of myself. Restoration of my account at the bank.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Consumer

Response:

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

Suntrust's response was in fact "no response". as they have not received a third party auth. I have not personally received any communication from Suntrust so as far as I am concerned the matter remains unresolved. This has been the typical treatment received from Suntrust and I don't expect to hear from them. To my knowledge the US mail is still operating

Regards,

Review: we are restaurant we used suntrust merchand services they being holding our funds for the last 30 days without any explaination on why they did that no respond no letter anything .Desired Settlement: please we need the to reales our credit card sales for us to paid our rent and our bills

Business

Response:

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

Review: In February my son's father deposited money 600$,into my account as he has been doing for over a year. On seeing the credit on my account I issued checks to pay the usual bills. SunTrust allowed 400$ in cheques to be cashed and for some reason returned the credit to my son's father account. They then closed my account and told me its with the fraud department when I called to inquire, the customer service agent was confused and couldnt explain. I received a letter in the mail saying that I owe the bank and they will take action to the full extent of the law. When I called the bank I was placed on hold for an hour while they concoct a story. They now state that the cheque did not clear and so they returned it to the bank which is untrue.

The bank told me they do not call their customers, which I believe I was told because of my accent. Which bank dont call their customer.

Please help!Desired Settlement: A full investigation as to what happened, an apology and explanation. I would like to be allowed to pay the amount without administrative charges because there was an internal error.

Business

Response:

Please see attached business response

Business

Response:

Dear Ms. [redacted]: I have received and reviewed your correspondence forwarded to us by the Revdex.com regarding the closure of the above referenced account. I appreciate the opportunity to respond . You indicated that when you contacted us to inquire about the account you were unable to obtain correct information. I regret that you were not given accurate information at the time of the call. Our records reflect that a check that was deposited in the amount of $600 was returned to us unpaid. Because of this the business decision was made to close the account. SunTrust accounts are governed by our Rules and Regulations tor Deposit Accounts, a copy of which is provided to our clients at account opening. Detailed information concerning this matter is included on pages 22 and 23 of our Rules and Regulations for Deposit Accounts (enclosed) and on our website suntrust.com (see About Us-+Fee Schedules-+ Deposit Account Disclosures). Ms. [redacted], I understand how frustrating this matter has been. You will need to contact the maker of the check to collect the amount of the check. Please remit $567.68 to our: Restitution Coordinator, P.O. Box 2600, Mail Code VA-NNS-6491, Norfolk, VA 32501-2600. We wish you the best in your future endeavors. Sincerely, [redacted] Officer Client Advocacy Team

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10605659, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[SunTrust Showed a credit to my account in the amount of $600.00 before the cheque cleared, this is not a courtesy I requested. When I saw the credit to my account I assumed the cheque cleared and wrote cheques totaling $403.00. Once the cheque did not clear they closed my account and sent me the attached asking that I pay 439.18. I did some investigation as noone from their customer service was able to explained what happened. On May 18th, I mailed a cheque with the attached document for the amount of $439.18. It is not right for SunTrust to demand $567.00, they made the error and need to accept some responsibility. Also once the account is closed I have no access why am I being charged additional this is robbery.

Regards,

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: Suntrust Bank put a hold on my checking account they stated because they felt there was suspicious activity, they never called me or emailed me, when I found out one of my bills would not go through and the lender contacted me, I called the bank and they placed a hold on my account. I called the fraud division and they could not explain why and would send another card, but my account still has a hold, and my bills are automatically taken out..it has been 2 weeks and I just contacted Suntrust and they still have not maied a new card or lifted the hold on my accounts and my automatic bills are coming out which will not be paid and hurt my credit when I have never been late.Desired Settlement: They need better communication with their Customers, I have been with Suntrust for years and when this is resolved will be closing my account and telling others of the service.

Business

Response:

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

Please close this case on your records.

Review: I was charged several NSF fees on my account for cleared transactions in which my account money available. I have a copy of the transactions from the website which proves NSF fees were taken from my positive balance which resulted in my account being negative.Desired Settlement: I want the NSF fees waiver from my account.

Business

Response:

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

Review: Recently on 02/20/14, I needed some cash for an emergency. I walked into the [redacted] location of Suntrust Bank(zip [redacted]). I have ben a customer for over 10 years. I told the teller that I need 10k from my account in cash.The teller was professional and he asked another lady teller next to him if he could make the payment.. The lady teller went to the supervisor (a lady). She came back and told me that she can only give me 5k in cash. I said that's fine, I will take tthe 5k from my account. My adult daughter who has a different account said that she could withdraw another 5k from her account. The teller told her that they will not give her any cash. I explained that my daughter has a different account and should be treated like a like a different custome altogether. The lady teller that she will not do it. I asked her what happens if someone else walks in and asks for a cash withdrawal, will she refuse him/her too. She said if she so decides she can refuse to pay me any cah at all. Anyways I took the 5k in cash. On the way out I decided to speak with the lady superviosr who was sitting and chatting with anlther suoervisor and robably the [redacted]. I told her that I have been a bank customer for over 10 years but the experience today was below par. She was very rude and did not try to find out what thee issue was or being apologetic and explainng the bank policies. She spoke and behaved very rudely and honestly it's the first time I have ever been treated in such a demeaning manner by any supervior. It was due to her that I could not get the money I needed for an emergency. She also refused to give any cash to my daughter who has her own account at the bank. And also her behaviour towarsd me was very unprofessional.Desired Settlement: Provide an explanation of why I was denied cash that neede from my account. Why was my daughter not allowed to withdraw any amount at all. The lady supervisor should be reprimanded for behaving the way she did with a customer. she needs more training in customer service.

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.