SunTrust Bank

Review: When signing up for my Suntrust account the Banker at my local branch informed me that there would be no overdraft charges at all on the account. I experienced two overdraft fees on the same day that included one charge that I did not authorize. Suntrust refused to dispute the charge with the merchant and refused to refund the overdraft fee. The manager that I spoke to at the corporate level told me to choose a different bank if I didn't like their policies. I was told false information at a local level and refused help at a corporate level.Desired Settlement: Either they dispute the charge or refund the overdraft fee for the charge that I did not authorize.

Business

Response:

SunTrust haa 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 opened up a new bank account with Suntrust online. When I went to a branch location (Ocala, Fl), I asked an employee if my account was okay to make a cash deposit, I was told yes. A couple of days later after making the cash deposit I found out that my account has been locked for "suspicious activity". They will not give me any information what so ever about my own account. They cant tell me when it will be closed or when I'll get my money back.Desired Settlement: I want my account to be cancelled, and I want my money back, IMMEDIATELY!

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 reported my card was lost or stolen. During that time someone deposited a fraudulent check into my account with an unknown name using a ATM. The check was 1300.00 they then withdrew 400.00. I went into the [redacted] branch and reported fraud. The froze my account. This is the account where my payroll check is deposited. After 10 days they informed me that they have taken the $400.00 from my payroll to re-coop what they lost and they will not reimburse me and my account will be closed. They stated they made the decision based on someone used my pin. I asked them to pull the film from the ATM to prove it was not me or anyone I know. I am the one that has been defrauded.Desired Settlement: I want my 400 and all the overdraft charged I incurred. totalling $503.00 and my account reinstated or a new 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: We have an issue with my delta sky miles card. We spoke with rep from the bank named [redacted] and she has stated she will call us back multiple times and of course very limited communication with zero results. We had the cards issued in both names to take advantage of sky miles out of our primary debit account. My wife uses her [redacted] all the time and it works great. We have paid fees for the last several years to keep these cards to stay activated with the sky miles card thru Suntrust. I finally tried to use my skymiles after almost 4 years of spending over 4k per month average on the card and I didn't have any sky miles from Suntrust at all? So I looked into it and they have my wifes number on my card as well? Which everyone knows that skymiles only work for the person on the card and the number much match as well. So why would Suntrust have used my wifes number on both cards? We called [redacted] and they state this is a Suntrust issue. All we want is the miles I have earned put on my [redacted] account in full for all 4 years I have paid to have the card active. [redacted] from the bank says Suntrust will not go back more than 6 months? I earn 1 sky mile for every dollar spent and that's a lot over 4 years. This is a problem that should have been resolved at the branches level but it has not. I Need this problem resolved and all sky miles put in my account and cancel my current card and add the proper sky miles number on card going forward. Thanks for your time and I hope to have this resolved asap.

Product_Or_Service: Delta suntrust debit cardDesired Settlement: DesiredSettlementID: Other (requires explanation)

Explained above.

Business

Response:

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

Consumer

Response:

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

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

Regards,

Review: I open an account with SunTrust bank for a 200 dollar promotion. The bank told me that I did not meet the deposit requirements, but I made the requirements as required in January. I called to have the issue investigated, and was told that I did meet the requirements and that I will receive my 200 dollar promotion by the beginning of February. After not receiving the reward, I contacted SunTrust again to only have the representative tell me that in the notes it said that I will receive the promotional value by the end of March. I contacted SunTrust again March 18, 2016, and I was told that there is a conflict in the research and that more time is need for an investigation. I feel like this is not fair, and it is misleading for a business to say yes, and then say no.Desired Settlement: I will like a corporate officer to contact me about the matter, and I will like my 200 dollar reward for meeting the requirements as stated by SunTrust.

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 re~elved. Please close this case on your records.

Consumer

Response:

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

Suntrust has not attempted to return my call. I contacted Suntrust regards to the case but I have yet to have a phone call, email, or personnel message sent via online banking. I do not consider this case close, and I am stilling waiting on a resolution from SunTrust.

Review: Loan Number:[redacted] (2009 [redacted])

I am writing on behalf of my mother [redacted], who is suffers from Alzheimer's for a couple of years now and is unable to file this complaint on her own. My mother has been a loyal Suntrust customer for over 20yrs , five years a go she purchased a vehicle which was financed by Suntrust bank. A payment booklet issued for sixty payments which the last payment on the booklet was August of this year. The last payment, on the vehicle was late and it was the only late payment made on this account. My mother received a letter on November 13th stating she owned 685.34 and payment was due by November 29, her husband brought the letter over to me since I pay for the car.

I ignored the letter and assumed it was a mistake since all the payments on the booklet were made. On December 15 the car was towed from my home and on the 16th I went with my mother to the Suntrust bank located at [redacted]. When we arrived there we spoke with a representative of the bank, they didn't want to speak with my mom because her drivers license was expired and they couldn't consider that a valid form of ID' to be able to discuss the car issue.

I explained to the gentleman that my mom suffers from Alzheimer and hasn't driven for a couple of years he advised me to get her a FL ID from the [redacted]. He finally advised us what the issue was, the contract was for 72 months but they only give you a sixty month booklet because they don't make a 72 month and I should have read the contract to avoid this. I was appalled, I could not believe that instead of sending a letter advising her that her contract was 72month not just advising her she owed 685.34 even tough she completed the payment booklet and letting us assume the car was paid off. I then paid 1,471.37 went to pick up the vehicle at a place where you have to sign off on a wavier, which states you inspected the car for damages, that nothing is missing form the vehicle and this all takes place before you get your vehicle or they don't release it to you.

We have received two additional letters which states notice of our plan to sell property at a private sale and are requesting a payment of 2934.90. If someone from Suntrust could take the time explain this me as well, which I just don't get. Your assistance is greatly appreciated.Desired Settlement: Refund towing, collection attorneys fees.

Business

Response:

see attached

Business

Response:

Spoke with the business and they stated that they had the authorization form from [redacted], but that he is not the account holder. They have responded to his mother, who is the account holder, but cannot share that information with Revdex.com as we do not have the signed authorization form from his mother.

Consumer

Response:

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

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

Regards,

Review: I HAD 2 Accounts originally while I Built a house. I was using a savings account to take money from to pay contractors . I own one by myself and another with my son. I TOOK A withdraw from an account , and the teller did not , post the withdraw until 39 days after I walked up to the branch window, and made the with draw. No one , could figure out where the error came from . Per Federal reserve commission, errors must be presented to either side within 30 days, this did not happen. No investigation or escalation on my account was initiated until I insisted. THE district manager refused to make contact with his manager and refused to give me his information.

While investigation is being done denied all access to my direct deposit and actually moved money around in my Accounts . Fraudulent documents on account when documents do not reflect when actual withdraw was madeDesired Settlement: I want my direct deposit refunded, my time compensated for investigating my issues and making contact on account,an apology letter , and all accounts closed except guardian 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: I signed a contract with the bank not to pay if the money is not in the account to cover payment and that there would not be any charges for insufficient funds or overdraft fees or returned fees. Yet SunTrust paid one on 1/20/15 for $879.00 when there was not enough funds in the account to cover it. I called SunTrust and talked to a representative about the transaction and fees and was told that the bank could process a payment when the money was not there at their discretion. Then why did I have a signed contract stating this would not happen. The representative said that they would refund me the fees but only one time so I talked to the representative about calling back after I was able to have the funds available to cover any additional fees that may arise due to the transaction on 1/20/15. I also told her not to pay anything if the money was not there, that there were many companies set up to withdraw payments that because of the bank paying the $879 would cause there to not be enough money for other transactions. As a result SunTrust charged me $1,152.00 in fees and they only want to refund me $70.00. If this is not taken care of quickly, I will hire a lawyer. I remember readingDesired Settlement: refund of $1,152.00.

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: Sun Trust Mortgage reported a foreclosure on my husband [redacted] and my credit report. We sold our home November 2009 and Sun Trust received all money that was owed to them. I have a letter dated August 30,2010 from Sun Trust stating an inadvertent clerical error was made and they requested the [redacted] update our credit report accordingly. [redacted] to date refuses to remove this from our credit report. I am requesting Sun Trust Mortgage take action and have this removed from our credit report. This is affecting our credit and quite possibly potential jobs for us. The property address was [redacted] Account ending [redacted]Desired Settlement: I am requesting Sun Trust Mortgage take action and have this removed from our [redacted] report as soon as possible.

Review: For numerous times now, Suntrust will move around charges that have gone through and or are pending in order for my account to go in the negative and then charge the maximum amount in overdraft fees.Desired Settlement: I want a full refund based on the overdraft fees. That total is $360.00

Business

Response:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding overdraft fees assessed to the above referenced

account. We appreciate the opportunity to respond.Our records show that your beginning balance for July 21,

2015 was $181.89. however, three pending

items totaling $200.06 reduced your available balance to negative $18.17.

During processing, six debit card items were presented and paid [redacted] for

$89.99, [redacted] for $31.03, [redacted] for $28.30, [redacted] for

$28.00, [redacted] for $13.99 and [redacted] for $5.93). Because these items paid

against an unavailable balance, six $36.00 overdraft items fees were assessed

totaling $216. The end of the day available balance was negative $431.31. Furthermore,

transactions presented for payment between July 22 and 29, 2015 were paid

against an unavailable balance, and the appropriate overdraft fees were

assessed. The account because positive on July 30, 2015 when as [redacted] deposit for

$1, 033.21 was credited.Based on this information and that items were presented for

payment against insufficient balances, we have determined that the assessed

overdraft fees are valid. However, as a courtesy, we have refunded $216 in

overdraft fees. The other fees will remain.Please be aware that once a debit transaction is authorized,

a hold is placed on the client’s account reducing the available balance. Funds on

hold for pending debit card transactions cannot be used for other purposes even

though the transaction has not posted against the account.Generally, it can take between two to five business days for

debit card transactions to be presented for payment and permanently post to the

account. For this reason, client’s must maintain accurate records noting all

authorized debit transaction, including pending and credits to determine their

available balances. Detailing information concerning this matter as well as our

posting order process is included on page 16 through 18 of our Rules and

regulations for Deposit Accounts ([redacted]). These rules are provided at account opening

and on our website suntrust.com/We want to be sure that you are aware of our website which

contacts helpful information on how to manage your account and avoid fees. You

will also find useful information about our overdraft services and how to

monitor your account activity when the balance gets too low or becomes

overdrawn be setting up Email or Mobile Alerts.The account is currently overdrawn. Because of this, we ask

that you place make a deposit as soon as possible to bring the account to a

positive or zero balance. Doing so many prevent the account from being closed with

an owed balance and reported to various consumer reporting agencies.[redacted], we hope the information provided is helpful to

you. If we may be of any further assistance, please feel free to contact us via

your online Banking Profile, call us al [redacted] or visit any SunTrust

Branch. Our representatives will be glad to assist you. Thank you for banking

with SunTrust.Sincerely,[redacted]

Review: To date, $144, $108, $72, and $72 in so-called “overdraft item fees” have been taken (stolen) from my account, totaling $396 over the past week. The customer service agents are ineffectual and seem to be following a “script” or “algorithm” of justifying any issues related to overdraft fees. The bank seems to be operating with two sets of books with a system designed to generate as many overdrafts for a customer as possible.

I have been using their online message system to communicate with their representatives since the local branch a 30 (thirty) minute drive for me.

At age 70, I live on a fixed income and this money, that the bank has taken without may authorization, is money I need to pay for food and other necessities. The bank is stealing from the small retirement income that I receive. I recently move to [redacted] from [redacted] and every other bank processed my Fidelity direct deposit as I outline below; I never thought a bank such as Suntrust with its reputation would hold direct deposit as their customer service people explained.

This entire scenario with Sunbank began with the bank not crediting my monthly retirement on the last business day when the 1st occurs on a holiday or weekend (which is the how Fidelity has worked for more than ten years in the past); thereby causing a check of $250 to be returned. Last Saturday using the online system, I learned that a $36 “overdraft item fee” posted to my account, immediately I contacted customer service, using this message system, and was told that a $250 check was returned. The online presentation of transactions had no indication of a check coming into my account (the process seems to have happened behind the scenes). I requested, believing the bank could still pay the check, since it had just come in hours before and was not even listed with my transactions; (I requested) that the bank pay the check. I was informed that the bank would not pay the check. I was disappointed since this was an important payment, on Monday, June 2nd I traveled to the closest ATM and withdrew funds to cover the returned check. Thinking the matter was closed and wondering why I accepted an invitation to move my account to Suntrust.

The bank, on Monday evening (the very next posting day after Friday’s postings), posted the same $250 check to my account, which was paid, but I had used the account, paying the check Monday evening triggered many overdrafts or more correctly expressed “outright thefts” of money in my account. As I communicated with Suntrust customer service I became aware of “double bookkeeping” being used to keep track of my account, apparently this is the bank’s scheme to collect excessive overdraft fees from customers; thereby draining their accounts for the benefit of the bank’s profits. Everyone is aware that most banks are making big profits at the expense of everyone including their customers and taxpayers; I had hoped Suntrust was an exception after reading and studying their advertising material.

I did make a formal demand for the bank to return these stolen funds to my account.

In my messages informed the customer representative that I was willing to travel to the branch and make a $250 deposit, once the bank agreed to return the fees – thefts. The customer service agent seemed to not even care about a deposit, but felt compelled to warm me about having an overdrawn account for more than 60 (sixty) days would cause the bank to do a “write-off.” Instead of treating me with some respect, threats were made. Banks used to consider the customer as important. (all of this is documented with the attached)

This entire frustrating process has gone on for one full week today with the bank refusing to correct their mishandling of my account.

I’ve attached all correspondence that I had with the customer service agents to date as documentation.

I hope by filing this complaint with the Revdex.com, resolution can be achieved.Desired Settlement: Return of the money taken from my account.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your direct deposit and overdraft fees that were assessed to your above referenced account. We appreciate the opportunity to respond.

Our records show the Direct Deposit was credited to your account on the effective date indicated by the originator. The effective date was June 2,.2014, which was the date it was credited to your account. All direct deposits are credited to accounts on the effective date that is provided by the originator and are reflected in the

available balance for your use. However, deposited funds must be in your account to cover all items presented for payment.

It is important that collected funds be in your account before authorizing debit items. Overdrafts may be prevented by keeping accurate account records, noting all deposits, checks, purchases and electronic transactions and having funds in your account to cover all items presented for payment. For example, the account

balance shown on your ATM receipt, online banking profile or mobile device may not include all outstanding items you issued on the account, such as checks and

other preauthorized debits.

As it was explained to you, when Check [redacted] for $250 was presented for payment on May 30,2014, your account balance was $8.26. Since there were not sufficient funds in the account to pay the item it was returned and your account was assessed a $36.00 returned item fee. This left you with a negative balance of $27.74. The

check was presented again for payment on June 3, 2014.Since there was no stop payment order on the check, and upon presentment it was paid. On this date as

there were not sufficient funds in your account to pay the other Items presented, your account was assessed four $36.00 overdraft fees, totaling $144. As a courtesy, we refunded $72.00 on June 2, and on June 18, 2014 we refunded an additional $72.00.

As a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfalls. Detailed information, including any fees, about this service is found on our website [redacted] (see Banking-.Personal Checking-Overdraft Services). You may also monitor your account by using our Online Banking service and receive Email or Mobile Alerts when the balance gets too low or becomes overdrawn. Instructions for signing up for these services are also found on our website and when using our Online Banking service.

It is SunTrust's policy to offer its banking products and services, including credit products, to any qualified applicant In a responsible and non-discriminatory manner, and in compliance with all applicable Fair Banking and Consumer Protection Laws.

SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the associated costs and fees. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations.

We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. [redacted], we hope the information provided is helpful to you. If we may be of further assistance, please don't hesitate to call [redacted] ([redacted]) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.

Sincerely,

Consumer

Response:

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

The amounts that were charged and the duel balance system that the bank operates, one online and one behind the scenes, seems to be designed to generate overdraft fees to benefit the bank. The fees charged are $36 each, even one when the account was overdrawn for seven days.

Review: My wife and I saw that Sun Trust Bank was running a promotion (Aug 3 to Oct 12, 2015). The promotion was, earn $200 for opening a Essential Checking Account with a requirement of having a $500 or more Direct Deposit made monthly to the account.

I decided to open this checking account in my name. The bank representative put in all my information including the advertisement promotion code I presented. The account was successfully opened that day, 8/24/2015. The

Promotion Bonus was to be put into my account shortly after I met the Direct Deposit requirement which I met the following month (and continue to meet). The bonus was never put into my account.

At the same time my wife also took advantage of the same promotion by opening a Select Checking Account with a bonus of $100 (with a different promotion code) payable after her Direct Deposit was made. She received her bonus shortly after her Direct Deposit was made as promised

When I questioned the bank as to where my $200 bonus was they said the offer was limited to one account per household.

Here are my issues:

1. I/we were assured that because the promotion code(s) and our pertinent information was acknowleged by the bank system that we met all requirements for opening the accounts with the associated bonus pending the Direct Deposits which were satisfied the following month.

2. No where on the advertisement or promotional paperwork did it declare 'one account per household' nor were we told that at signup. These are two seperate and distinct accounts.

3. Notice that on top of everything else, they decided to award the lesser of the two bonus. That's just poor show...

4. I have Sun Trust documentation from 8/24/2015 (account opening date) stating that I have qualified and been successfully enrolled into the $200 bonus offer.

5. I received no verbal or written information declaring one account per household. The bank should make that clear before accounts are opened.Desired Settlement: As a customer retention and good faith gesture, I believe Sun Trust should award me the $200 checking bonus as promised/declared by their promotional material and the successful generation of my account via the promotion.

Business

Response:

Re: Select Checking Account ending in [redacted] Revdex.com (Revdex.com) Case 11079125 Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the reward for Sun Trust's 2015 Checking Offer. I appreciate the opportunity to respond. SunTrust strives to provide exceptional service with each and every client interaction and we understand that we did not meet these expectations in this situation. For that we apologize. The information you provided helps us to know where emphasis for future training and process improvement efforts should be placed. We learn how and where we can improve from clients like you, taking the time to share your experiences. Our records reflect that your above referenced account was enrolled for the offer on August 22, 2015. I understand you were advised because the offer was limited to one per household; you did not receive the reward . I had your concerns reviewed again and was informed that as disclosed in the Terms and Conditions (copy enclosed}, the offer is limited to one per household. Therefore, because the reward was paid to Ms. [redacted], you will not receive the reward. Mr. [redacted], although this may not be the answer you expected, I hope that the information provided is helpful to you. Should yo_u have any additional questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. Sincerely, Diane E[redacted] Assistant Vice President Client Advocacy Office

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11079125, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To: Diane EvansCC: Emilee StevensFrom: Robert [redacted]Subject: Unfavorable result from #11079125 complaintDear Diane E[redacted]: Thank you for your attention and correspondence regarding my complaint.Regretfully I do not agree with your decision to exclude me from the Q3 offer and this is why. You stated that the information I provided will help Sun Trust understand and put future emphasis on training. Your making my point exactly. You haverecognized that there is a training issue here and I totally agree. At signing Iwas provided only page one of three detailing the "Sun Trust Q3 Checking Offer" By invitation I visited Branch Manager Debbie G[redacted] (Feb 2/25/16) and discussed thismix up and she assured me that she would request a re-open of this complaint given the conversation and documentation I provided to her in the branch . Bottom line, I was never (verbaly or in writing) informed nor shown the"1 account per household restriction" until I spoke with Ms. G[redacted]. frankly, had thisbeen corresponded to us we would have certainly chosen a different option. Isn't it clear that if this was not an internal training soft spot, I would have chosen the $200 account from the jump? Does it make sense that we would elect the lessor offer amount? Doesn't the bank administer the requirements/exclusions and pass this information on tothe customer? I ask you to put yourself in my place and object fully think about a fair resolution. What remains outstanding from Sun Trust: Given the circumstances I feel I should, under an exception, receive the $200 dollars as promised (given I met all the requirements) the day I opened the account alongwith being given paperwork from the 'Sun Trust Q3 Checking Offer' stating a "successful account opening" document. In closing, I so want to keep my $31,000 + in my Sun Trust savings and checking accounts.Sincerely,[redacted]Complaint # [redacted]Tel: [redacted]

Review: I had money in my account for transactions that were a few days old 2-3 days waiting to be processed. On the night they were finally processed a charge came through as pending. SunTrust proceed to take the funds for that charge first (although it was pending) and overdraft my account for the charges that were processed and charge me $108.00 in overdraft fees. When I realized this charge came through early I immediately went to the bank and deposited funds from my other account to clear up the balance. I contacted SunTrust to find out why I was charged and overdraft fee for the charges that were already pending and cleared when this charge is only "pending" they advised that it is because the reorder my transactions the clear. When I went back to look over my account I realized that they did not do as they stated. They reordered even the pending transactions and charged me overdraft fees for charged that cleared with money to spare. Since then the charge they are saying put me into overdraft has still not cleared and for all SunTrust knows could drop off and never clear but, they are still refusing to refund me the overdraft charges although I have placed enough money in the account to cover the charges and fees.

Today, another charge came through as pending that should have put me in the negative but, because it had not been posted they did not charge me a fee yet because it had not posted. So this basically tells me that SunTrust will deliberately steal money from me by rearranging transactions that have posted after transactions that are pending and may never clear to charge me a fee. When I contacted SunTrust they were very rude and conitnued to give me the run around and each person with a different reason why this happens. I actually talked to one supervisor twice once yesterday and once today and she told me two different stories, yet remembered speaking with me yesterday, They way SunTrust Bank treats its customers is deceiving and dishonest.Desired Settlement: I want SunTrust to refund me my overdraft fees and once my bills for this month have been processed and my funds have been returned I want to close the 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: I had unauthorized charges made on my debit card and filed a dispute with the bank. I was told several times that filing the paperwork was a mere formality and that the outcome was assured, then I received a letter saying the purchases were "buyer's remorse" and it was a civil matter. I loaned my card to a relative to purchase gas and gave her the PIN number, and her partner made several unauthorized purchases (including a video game console and games). I was not present for these purchases, I did not authorize them (I didn't even know about them till I saw the charges online the next day), I never signed for anything and I have never owned a video game console in my life, so I fail to see how it can be labeled "buyer's remorse" when I didn't buy the items in question and do not have them in possession. That is ludicrous. I work in financial processing for a large company, I've worked in banking before, and I know the procedures behind these investigations. The truth of the matter is that most customers would have been credited based on unauthorized transactions, but my income bracket places me as a bottom priority for any company that wants to subsidize refunds to the upper tier by penalizing less fortunate customers, and that is exactly what's happening here. Not only was I stolen from, I'm now being denied the consumer protection the bank advertises. I have never filed any such case with any bank before in my life, and it's unfortunate that SunTrust has proven so dishonest. As soon as I am able I will find another bank. As it is I feel that the fraud department is calling me a liar and a thief.

Product_Or_Service: fraud protectionDesired Settlement: DesiredSettlementID: Refund

I want the courtesy granted other bank customers. I honestly believe SunTrust denied me because I'm lower income than others and they thought they could get away with making me eat these transactions, whereas if I made more money they would have given me the protection they offered when I signed up for an account. I want these transactions refunded back to my account because they were completely unauthorized and I had NOTHING to do with these purchases.

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.

I submitted the authorization weeks ago. I attempted to follow up by emailing the Revdex.com to let them know that my family member made good on the unauthorized purchases, but I still wish to pursue the complaint because frankly I am appalled that SunTrust would actually call me a liar and a thief. I never received a response.

Regards,

Review: I am losing my job in the near future and have had to move recently as well as had additional expenses that I don't normally so funds have been scarce. In this time I have called multiple times to try to receive information from Suntrust and make arrangements to avoid having issues. It seems everyone that I talk to at Suntrust though gives me incorrect information then when I call back to resolve it, I'm basically given the "Oh Well" attitude and told there's nothing that can be done. I have spent hours on the phone over the last two weeks trying to be proactive and I was just told there's no way that Suntrust can reverse a second (would be a total of only 2) overdraft charge even though first off I was told it would not go through. Then after it did go through I was told the overdraft fee would be reversed as soon as the account was brought positive. Then after the account was brought positive and I called to only receive what I had been promised I would get, I was told that yet again I received wrong information and that there's NOTHING that can be done other than the people who misinformed me would be told about it. That's about 7 different people that misinformed me, and well over a whole work day in time I've spent being told wrong information and then having to pay for their employees' lack of training. It's not like I asked for a lot, or anything that I wasn't already told I would receive. Just one $36.00 charge after probably 2+ hours just one this one transaction. I don't understand how one of your employees can guarantee me, and I can name them and you show that I talked to them, but I still have to pay for their misinformation.Desired Settlement: Refund of at least my $36.00 that I was guaranteed I would receive for payment that posted on the 4th, after being told it would not post, and then being told that it WOULD be refunded.

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: Called Suntrust [redacted] ) requesting end of year statement for my mother's 401k account since it is needed for [redacted] calculation of her 401k which was distributed to my brother and I into our separate inherited [redacted]. long story short, over a span of many months from January 2014 until May 2014, called at least 5Xs over that period to check on the status of things but never received any calls back regarding what is needed in order to get the end of year statement. Basically Suntrust ** is completely irresponsive in terms of calling me back with any status over the course of 4 months.Desired Settlement: Mail me and my brother each a copy of the end of year statement of my mother's 401k with suntrust.

Business

Response:

We responded to [redacted] be letter on May 23, 2014. If you

have any questions about out response, please contact [redacted].

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: A fraudulent transaction was placed on my checking account via debit card and Suntrust was notified the business that collected the funds had closed and had not delivered materials that were ordered. Suntrust required that I submit documentation and their forms making the claim for investigation. This was done approximately 30 days after initial transaction on about 2/13/15. I waited for Suntrust to process the claim as required and received a letter stating the claim was still under investigation but they were going to issue a refund to my account for the amount of the transaction on the next posting cycle. That posting should have been the end of month of April 2015. It is now 24 June 2015 and no posting of the credit has occurred. I have contacted the fraud department via telephone several times and as of 16 June they have "escalated" the case and were to contact me within 24 to 48 hours with a resolution. Contacted the Fraud department again today 24 June and they stated it is in escalated status and they suggest I just please be patient and they will get around to it. This is 100% unacceptable.Desired Settlement: Return the funds for the fraudulent account to my bank account as they said they would do.

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 called Suntrust 07/24/13 @ 8:05 AM to ask about an additional fee on my account referred to an "extended overdraft" fee overnight that made no sense to me. I have accepted already the overdraft fee charged to my on 07/15/13 for insufficiency @ $36.00 due to an oversight. But [redacted]'s explanation was that my account was insufficient for 9 calender days and extended overdraft is applied after the 6th calender day of insufficency. I asked her how is that possible when today 07/24/13 is the 9th calender day and I had a payroll deposit on 07/20/13 in which Suntrust already took their first fee immediately. In fact, that was on the 5th calender days. She had no response after I asked her over and over to recount her days and explain where are they calculating the 6th day. I am not rich at all , and especially not in this economy and the last thing I want is the very bank that has my mortgage nickel and diming me every single chance they can- because they can. I am requesting for Revdex.com to investigate the return of this extra $36 fee drafted to my account. Please contact me for any additional information. Thank you.Desired Settlement: I am requesting for Revdex.com to investigate the return of this extra $36 fee drafted to my account

Business

Response:

Re: [redacted] Revdex.com Case [redacted]

Response was mailed to the above client on July 28,2013

Review: Issue is related to a loan payment that is being falsely documented by the bank who was admitted to the error but is reluctant to change it because they have advised that it will be to much work.

On 5/8/2015 a payment of $4,487.37 was made at the Suntrust bank on [redacted]. Another payment of $12,575.24 was made on 5/9/2014 as a loan payoff at the same branch office. The payoff amount was mailed to the loan payoff location via fedex by the bank officer/rep.

Upon checking my loan activity I noticed that the $12,575.24 payment was applied to my balance on 5/12/2015 and the $4,487.37 payment was applied to my balance on 5/14/2015. I reached out to the branch to have the issue corrected as it was not the first time my payment was erroneously applied at this location. I also reached out to the mortgage department to make them aware of the issue. I was advised by the mortgage department that they had already reported the payoff information to investors and that it would be too much work to change the details even though they acknowledge the error. They (mortgage escalation department) then mailed me a letter stating that the correct payoff procedure was not followed and that that was the reason why the payments were applied in that order. I have all supporting documentation to show when the payments were actually made(which is when they should be applied). I would like to error to be corrected so that my payments are applied on the date that they were made rather than having falsified information associated with my loan.

Please do not hesitate to let me know if you have any questions or require additional information.

Thanks,

[redacted]Desired Settlement: I would like for the information associated with my loan activity by corrected by the bank rather than having the bank knowingly report false information that was caused by an error on their end.

Business

Response:

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on June 25, 2015. If

you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Review: Suntrust lost a payment sent on time from my bank.That was settled but they still tried to charge me a late fee and interest.After another go around with them the remove the late fee but are still charging me interest on their mistake.After another go around they insist they can not remove the interest charge on their error.Desired Settlement: DesiredSettlementID: Refund $9.93

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the above referenced account. We appreciate the opportunity to respond.
You stated a payment you sent in a timely manner was not credited to the above account and you were charged a late fee. You further indicated the late fee had been removed but the additional interest accrued from the late crediting of you account had not been adjusted.
[redacted], upon further review of your account, I can confirm that the three finance charges of [redacted], [redacted], and [redacted] (totaling [redacted]) will be waived. You will see this on your next monthly statement. We hope that this information is helpful to you. If you have any other questions or concerns regarding your credit card account, please call [redacted] at [redacted]. One of our representatives will be glad to assist you. Thank you for banking with SunTrust.
Sincerely,