SunTrust Bank

Review: On May 22, 2014 at 11:54am I deposited 2 checks into the bank in [redacted],**. The deposit cleared into my account and then was taken out for a "deposit error". I went to the [redacted] branch which was closer to my location at the time and was told that I would be credited the money into my account and that a research request was submitted. Which was fine with me. But the money was never credited into my account and my account was over drafted. Thinking it was a mistake and trusting the institution that is in charge or protecting my money, I was sadly incorrect on this matter. I went back to the [redacted] branch the following Tuesday and was told that they had no idea what happened and where the checks actually were. I was then told that I would have to make copies of the pay stubs and bring them back to the bank so they could fax them proof of the checks and this situation would be resolved. At this point in time I was missing my money for a week and the bank was no closer to finding it. So the next day I went back and gave them copies of the pay stubs. I was then told by someone who was in charge that I would have my money within 48 hours (Monday June 2nd or Tuesday June 3rd) And surprise the $600 checks the I deposited into my account 2 weeks ago at this point are still not in there. All I want is the money that I worked really hard for and for the bank to make up for the huge hassle they have caused in my life. All of the bills I have to pay are now late because I was counting on that money to be in my account by today. This is really frustrating considering its a banks/ bankers job to insure the money their clients keep in their institution is safe. I find this to be a very serious matter because this is money that a bank is responsible for. I hope to hear about this soon.The teller at the [redacted] branch who took my deposit was [redacted] and she was in charge of taking care of the matter.The [redacted] personal banker I spoke with was [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want the full amount of my checks to be put in my account plus something extra for the extreme hassle this has caused not only myself but the places I have to pay my bills.

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 an [redacted] with Suntrust Bank that I have had for almost four years. When I opened the account, I was told there were zero fees and there never would be any for any reason per our contract. When my annual assessment came around, I incurred a $60 annual fee that includes a $20 annual IRA fee and a $40 [redacted] administrative fee. When I called the bank, the fee was waived by the regional financial officer, per my contractual agreement when opening the account. The next two years, the fee was waived for the same reason by the branch manager. Since then, the branch manager has retired. This year, when I received notice of the fee, I called the bank and was told that the fee would not be waived and that there is a fee of $60 per year for this[redacted]. I spoke with the regional financial officer as I did my first year and she is refusing to waive the fee. The new branch manager does not know how to handle the situation and she put me back in touch with the regional financial officer. I have called their customer complaint number and have received no resolution. I am locked into this [redacted] for the next three years, totaling fees of $180. SunTrust Bank has violated our initial agreement.Desired Settlement: I want the $60 fee refunded to my account (it was charged on Nov. 30, 2014) and any subsequent fees waived. Upon the maturity of my[redacted], I will be transferring to another bank.

Business

Response:

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 made a mobile money order deposit on my account and the bank said it wasn't allowed to process the transaction and so I went to a bank branch to deposit the account and now they closed my account and won't give me my money.Desired Settlement: I would like an apology and everything corrected.

Business

Response:

Re: Revdex.com complaint # [redacted] SunTrust has responded to our client [redacted] in response to Revdex.com complaint [redacted]. SunTrust called Mr. Jones on January 28, 2015 and informed that even though the client deposited the same checks into his account ending in[redacted] twice (once through mobile banking on 1/9/15 and once through branch on 1/12/15), the mobile deposit was rejected on 1/14/15 due to SunTrust does not accept money orders through our mobile deposit feature and the branch deposit of the money orders was returned on 1/15/15. [redacted]

[redacted] returned the money orders back to SunTrust as Altered/Counterfeit. We advised the client if he feels the money orders are not counterfeit he should call [redacted] and file a claim as they are the ones who returned them to SunTrust. The client was upset and feels like SunTrust is accusing him of fraud. I assured the client we are not accusing him of fraud but that [redacted] has returned his money orders as Altered/Counterfeit and he will need to resolve it with them. We then informed the client his accounts with Sun Trust are governed by the Rules and Regulations For Deposit Accounts, a copy of which was provided to at account opening and is available on our website suntrust.com (see About Us-Fee Schedules­Deposit Account Disclosures). Our Rules which provide that we may at any time in our discretion, close the Account without advance notice to the Depositor. In accordance with these Rules, and as a result of an account review, we made the decision to discontinue our banking relationship on January 27, 2015 Please close this case on your records.

Consumer

Response:

The company in question Suntrust has caused me pain and suffering and distress as I have health problems but I wanted to inform you that I contacted [redacted] and they told me that Suntrust had never called them to clarify the money orders authenticity. The money orders were originally uploaded via mobile device but was advised it wouldn't be accepted and then went to suntrust.com and noticed that money orders were not accepted via mobile upload so I just assumed the mobile deposit wouldn't go through so I went to the bank branch and deposited them in person.Thanks,[redacted]

Review: I closed my Suntrust business account resulting in a $65 balance which they issued a check in the name of the closed business. The business is closed, there is no way to cash the check. When asked, they state this is their policy and refuse to re-issue the check. How many closed business accounts has Suntrust defrauded business owners of by issuing checks that cannot be cashed? This is fraud and their policy defies logic.Desired Settlement: Send me my refund check payable to myself personally. This is ridiculous to have to go to this length to get my own money back from a 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 on your records.

Consumer

Response:

suntrust has not responded to me. There has been no resolution.

Review: My account has $149 worth of overdraft fees on items that had already been deducted from my available balance but once that item or items clear from the merchant SunTrust hits me with overdraft fees on items that had already been deducted from my account. They refuse to take away the overdraft fees that I shouldn't even have in the first place.Desired Settlement: I want a refund on the overdraft fees that shouldn't even be there.

Business

Response:

SunTrust has responded to our client but cannot share the

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

Consumer

Response:

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

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

Regards,

Review: I made a $200 withdraw from my Suntrust Bank account. Suntrust placed the withdraw ahead of other purchases I made prior to the withdraw, causing my account to accrue several $36 fees. I should have only been charged two $36 fees after the $200 withdraw. Suntrust is charging excessive fees which should not be debited to my account. Thank you.Desired Settlement: I would like Suntrust to credit my account seven $36 fees which should not have been charged to my banking account. Thank you.

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: IT HAS BEEN ALMOST 2 WEEKS OR LONGER SINCE I HAVE FILED A COMPLAINT FOR UNAUTHORIZED CHARGES ON MY ACCOUNT AND THEY WILL NOT AND HAVE NOT CREDITED ME BACK AND I KEEP GETTING CHARGED ALL OF THESE FEES.

JULY 13-36.00 FEE

JULY 10TH-36.00 FEE

JULY 09TH-$72.00 FEE

JULY 6TH UNAUTHORIZED CHARGE

JUNE 30TH UNAUTHORIZED CHANRGE $59.99

JUNE 30TH $36.00 FEE

I keep trying to communicate with them and I am getting no where and just charged all kinds of fees that I shouldn't be if they would just credit the amount back I wouldn't have all of these overdraft fee's.

Topic: Accounts

Subject: Re: unauthorized charges Acct - [redacted] {Accounts} [#[redacted]]

From: Customer Support

? ? ? 07/13/2015

Good morning Alisha,

Thank you for your reply.

I am sorry fro the inconvenience that is being cause to you. I will be assisting you today in the absence of Priya.

I have opened a claim to dispute the transaction for the total of $129.97. Your case number is 2339818. You should receive further information from us regarding this issue within the next 3-5 business days. In order to prevent future charges, we have closed your existing debit card.

A new debit card ending in 4862 has been issued and is scheduled to arrive within the next 3-5 business days. Please be sure to look for an unmarked envelope in the mail – our ‘SunTrust’ name and brand will not be listed anywhere on the envelope. If you have further questions regarding your case, please contact one of our specialists at 800-447-8994, option 1. Our specialists are available M-F 8:00 a.m. to 8:00 p.m. ET.

Additionally, I have placed a stop payment on the $9.99 transaction from [redacted]. A fee is not applied for stop payments placed on recurring debit card transactions. However, please keep in mind that we cannot guarantee that all charges from this merchant will be stopped, as they may re-submit the item under a different amount. If this should happen, you are welcome to file a dispute for the charge.Desired Settlement: very upset customer that I am begin charged fees and I have been trying to resolve these issues for unauthorized charges that I didn't make. I continue to have late and overdraft fees from these charges that I didn't make. I needed to make sure my card was actually ordered this time and that I get it same problem with this last year, and I want to be credited back $241.28 for all of this mess. I also have all the emails from the reps I can provide stating this was suppose to be taking care of since the beginning of July. An we are near the end of the month. I thought they were a specific time frame to be credited with you have unauthorized charges.

Business

Response:

We have received and reviewed you correspondence forwarded

to us from the Revdex.com regarding unauthorized transactions that occurred on the

above referenced account. We appreciate the opportunity to respond.At account opening, clients are provided with SunTrust’s

Rules and regulations for Deposit Accounts, which is also available on our

website suntrust.com. In accordance with page 42 and 43 of these Rules ([redacted])

you must dispute any electronic charges to us in writing within “60 days after

we send you the FIRST statement on which the program or error appeared.”

Otherwise, SunTrust will not be liable for any charges or associated fees that

you report to us after the 60 day time frame as “unauthorized.”Our records show that you contracted us on July 13, 2015 to

report there had been two unauthorized transactions from [redacted] that occurred on

December 29, 2014 and June 30, 2015 for $59.99 for one transaction due to the

amount of time that had elapsed from the date of the first unauthorized transaction.

However, after a second review, we credited the remaining $59.99 amount to your

account. We notified you in our letter ([redacted]) dated August 3, 2015 of

this final credit. On July 27, 2015 we refunded $324 in overdraft fees to your

account.The account is currently overdrawn. Because if this, we ask

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

or zero balance. Doing so may 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 toy

ou. If you have any questions or need assistance, please do not hesitate to

contact us via your online Banking Profile, call us at [redacted] or

visit any SunTrust branch.

Review: I ordered an item last December 2014. The item was charged on my Suntrust credit card online. I never received the item and cancelled with the company, Balfour. I disputed the charge in January and have had to follow up on my own with Suntrust. They would only respond when I questioned them. They requested email information showing I had cancelled the order with the company in April and I submitted it. I received another message saying it could take up to 60 days to respond. I finally inquired about the dispute again and was told they never received the documentation in April. I sent them a copy of the fax confirmation that the fax was sent to them and it included the date and time the fax was sent. I was told they couldn't find it. I resubmitted and verified that they had received this fax. I contacted them again to see about the status and was told they would "escalate" the dispute. This is only after I contacted them again. So, I waited. I contacted them again last night and was told this morning that too much time had pasted and they would not be able to get a refund. I am very concerned about a credit card company that allows their merchants to charge a customer and not deliver the product. They have a dispute service but they do not attempt to resolve the issues. I was the one doing all the follow up and this is 8 1/2 months later. I would like corporate to get involved because I have spoken with customer service, fraud and complaints departments to no avail.Desired Settlement: I would like the refund for the disputed amount credited back to my credit card.

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 contacted Suntrust on August 25, 2015 after seeing unauthroized charges on my account totaling hundreds of dollars. I spoke to someon, expalined that I disputed the charges, and she told me that my account would be credited and the merchants would be blocked from any further charges to my account. I have an email confirming the case number. I was also asked to fill out a form and fax it to Suntrust and I did this. However I again received the product and called suntrust; I was told a charge to my account is now "pending" and that the only way to prevent it was through a stop payment request for which Suntrust would charge me.

at the same time I am unable to get on line access to my account to review the charges Suntrust blocked me. n order to assist us in the investigation of case 2391623, please complete the attached form and return via fax to [redacted] or mail to:

SunTrust Bank

If the client has any questions on this case, please provide them with the following contact information: [redacted].

Representatives are available Monday through Friday, 8:00AM – 8:00PM.

Do not reply to this message, it is an auto-generated message.Desired Settlement: I would like the disputed charges to be credited to 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: I opened a Student Checking account last year in or around August 2014 since then my account has been converted into an Essential Checking account with an increase monthly maintenance fee. I would like to know when this account was converted in an Essential Checking account and why.Desired Settlement: I would like to reimbursed for any fee adjustments on the maintenance fees that where made as a result of the conversion to the Essential Checking.

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 11/13/15 I received a direct deposit to my account. I tried to withdraw that amount and was told I was not able to. I spoke with the branch manager who told me there was nothing she could do. I spoke with her again on 11/14/15 in the branch and got the same response but she told me she would have things straightened out Monday, November 16. 2015. That did not happen. I was then told to contact customer service, which I did. I was told my funds would be available to me today, 11/19/2015, by an agent. He assured me that I would be able to go into a branch and get the money from an account that had been closed without notice. On 11/18/2015 I contacted customer service via chat and was told I would not be able to get my funds. I contacted customer service today, 11/19/2015, and was told to go to a branch. When I asked why I was told to ask about my funds. I asked the rep would I be able to take get my funds and they said no. I don't know why they would tell me to go into a branch if I could not get my funds. I was then told I would be issued a check for less than what my direct deposit was. I was informed that I was being charged for something that is out of my control. If I was notified that my account was being closed I would have made arrangements to stop my direct deposit. I think this is preposterous. I have to pay for an account being closed in which I was supposed to be notified and never was. I also have to wait two more weeks to receive money that I was told I would be able to get today. This is no way to do business. I will be pursuing a lawsuit again Suntrust if this matter is not taken care of. [redacted]Desired Settlement: I would like my funds to be given to me in whole ASAP.

Business

Response:

Business

Response:

Re: Student Checking Account ending in [redacted] Revdex.com (Revdex.com) Case [redacted] Dear Ms. [redacted]: We have received and reviewed your correspondence foiwarded to us from the Revdex.com regarding SunTrust's decision to close your account referenced above. Your comments are very important to us and were shared with the appropriate management team. 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. The decision. to close this account was a business decision made by SunTrust, as explained in the November 19, 2015 letter from Fraud Risk Management (copy enclosed). We have reviewed this matter again, and our position remains the same. A check (copy enclosed) that you deposited on November 10, 2015, for $2,950 was returned from [redacted] as unable to locate account. On the same date, your account was assessed a $12.50 Deposited Item Returned Fee. In addition, because there were not sufficient available funds in the account when the check was returned, your account was assessed a $36.00 overdraft fee. You will receive under separate cover a check for $36.00 for the fee that was assessed. Check 16527113 for $377 .58 was mailed on November-23, 2015 to the address of record . This amount represents the balance that was in your account on November 19, 2015 (statement copy enclosed). Ms. [redacted], should you have any other questions, please call Fraud Risk Management at 800.447.8994. A representative will be glad to help you . Sincerely, Diane E[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.As stated on Page 2 of the response I should have received a check for $36.00, "You will receive under

separate cover a check for $36.00 for the fee that was assessed." and did not get that. I would like to know where this check is.

Review: I opened an account online so I would have a bank account I could use for direct deposit. I set up direct deposit from my job and it was set to go in, the first payment would have been Friday 12/11/15. I also received a check from my mother's BF the same night, I called to make sure with Mobile Deposit it would be available the next day, they said yes. The next morning I couldn't even check my account online, I called and asked what was going on and they said my account was under investigation for a fraud alert due to the check. Upon looking up other reviews this seems to be a common thing. The only money I have to my name is in that account, and now I am scared as to how I will pay my bills and survive and take care of my son. There was no reason to suspect fraud, I even said to call the other bank if need be, and they said they didn't have to do that because it wasn't their responsibility. The first time I called they said it would be worked out by Monday, now they are telling me it can take up to 30days. I don't have that kind of time to wait to get access to my money, I have things that need to be taken care of right now. Whenever I talk to anyone they are rude and I have even been asked "well what do you do in life that makes them think your a criminal and accuse you of fraud". When I ask why I am being accused they say " we don't know it just says you are and that department won't speak to customers " or "it says the account has violated the rules and policies" but they won't tell me what. So not only are they holding on to my paycheck which I bust my butt for they won't even give a reason. I am terrified that I won't be able to pay rent and will get kicked out, I won't be able to pay my bills this month, NY son won't have a single thing Christmas day, and we won't even have food to eat. I can't even buy my anxiety meds due to this and I have been sick from stress.Desired Settlement: I want immediate access to at least my paycheck that is in the account although I should have access to the other personal check as well. I would also like some form of compensation for the time this has caused and the anxiety and heartache this has caused. When the account was first opened overdraft charges were occurred, I would those refunded for what I have been through. Also all late charges from bills I get due to this will be taken care of 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 received. 'Please close this case on your records.

Review: On December 7 2015 I deposited $660 at the suntrust bank on [redacted] While depositing the money the ATM became jammed and took my money. I went into the bank and was told that I could not be assisted and would have to wait until Thursday for assistance. This deposit was part of a $1000 deposit for a wire scheduled to be withdrawn from that account. I complained online via Facebook and a representative reached out to me and I also alerted them regarding the wire which could not be stopped. Subsequently when the wire came through the funds were not in the account . When I saw this I made up the difference, but I was still charged an over draft fee which led to subsequent ones totaling $144 dollars. I went to the cary branch and had the manager Jose call to get my fees refunded and after the call he told me they would be in a few business days. The fees have still not been refundedDesired Settlement: I would like a refund of my fees of $144

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: Hello my name is [redacted]. My checking account number is [redacted]. This is a joint account I share with my wife, [redacted]. I'm submitting this dispute in regards to our SunTrust [redacted] Debit card. In recent weeks I learned that there was a change on Jan 1st that there was a cap on the number of miles we could earn with each check card - 2000 points. We were not aware of this change or the fee change. If you look up my account, you will see that i've been on the phones numerous times trying to understand and resolve this issue.

The first phone call, roughly three weeks ago, I was waiting for 40 mins for a rep and then proceeded to be transferred 3 times over another 40 minutes to hear conflicting information about the issue. What triggered the question for me was that my wife and I both got a flat 2,000 credit for March. We opened this account and spend money out of this account via our checkcard because of this [redacted] skymile benefit. Quickly scanning our account, we have easily spent $30K through this account. if we would have known this change would have happened, we would have made different decisions in how we spend money. This is a lot of money for us as it's my annual bonus. We do not get this type of money regularly and it has a tremendous impact on our household.Desired Settlement: I understand changes happen with services. To resolve this issue for us, we want the [redacted] Skymiles awarded to us under the old system until we learned that it changed. Going forward I understand the changes. I do want to understand what are the options with our account to get it close to what we had originally. We will make the necessary changes as i'm confused about what's available due to the multiple contacts with different people thus far. Thanks.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your correspondence forwarded 10 us from 1he Revdex.com regarding the above referenced accoun1s. We appreciate the opportunity to respond. SunTrust's [redacted] SkyMlles® Debit Card Program implemented new terms and conditions along with a new program effective July 25, 2015, as outlined In the enclosed Terms and Conditions for [redacted] SkyMl!es® Debit Cards. The new terms and conditions were malled to you prior to the effective date. In addition, the limits were communicated again In January 2016. These changes are In accordance with the Program Changes & Termination section of the SkyMlles Rules & Conditions, located at [redacted].com/membergulde, which disclose that [redacted] and its program partners reserve the right to change program rules, benefits, mileage regulations and fees at any time without notice. The Included Terms and Conditions provide lnforma1lon about how SkyMlles are earned, what are considered qualifying purchases and the monthly cap for SunTrust clients who hold a Signature Advantage account and 1hose who hold other account types. I have also enclosed a copy of our Personal Deposit Accounts Fee Schedule, which provides requirements for our Signature Advan1age account This Information will better assist you wi1h determining what Is required for each se1 of program 1erms. Regrettably, we are unable to honor your request for reimbursement of SkyMlles under the previous terms. Your comments regarding the quality of service you received when Inquiring about this matter are very lmportant to us and were shared with the appropriate management team. SunTrust strives 10 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 .

Review: On 9/3/15 someone broke into My daughter car my bank card was in the car they took it and made a total 8 charges at local gas stations and a [redacted] I contacted the police and suntrust to cancel the card I gave them the number for the police report and also received a case number from them a few days went passed and I called back to check the status of my case they told me they weren't paying any of the fraudulent chargers and everything would be refunded back to my bank account on Wednesday. Well on Wednesday they had actually paid all the charges plus charged my account 36.00 8 times once my payroll hit my actual check being 766.00 and because it was in the negative I only had 362.00 available to me I went to my bank branch and explained to them that it one representative told it would be resolved by the time my payroll hit them another tells me it should be back in there by Thursday nothing happened called back they tell me Friday and now because of their lack of communication I couldn't pay my car note or buy groceries for my family. I'm fed up with them I've been with suntrust for over 15 yrs and have never been this inconvenience to were I can't pay my bills or put food in my house. So many you guys could get me answers because I'm tired of calling and getting the run around I need answers and my money asap please help.Desired Settlement: I want my money refunded back into my account please.

Consumer

Response:

Hello I submitted a complaint on 9/12/15 #[redacted] it has been resolved suntrust has refunded all of the fees and money from each transaction . Thank you [redacted]

Review: On October the 24th I did receive a phone call around 6.30 pm or may be later from the bank , the lady said that they have stop a credit card charge to my account for over 400+ I did said to her that I did not purchase anything, she said card ending 1649, I did replied that I don’t have the card for long time, she ask for my FEIN number and I did explain that I do not remember and I was driving home that as soon as I arrive I will call back, and I did , I contact them until I received the letter that my claim was denied and that was not 1 charge was 3 charges over 1,050.00 as I can probe to the documentation attached. They have declined my claim. I need your help to reopen the claim since that they have no provided me with any information. I am there customer for over 20 years an as a customer I deserve a better service and security on my accounts.

I did discover that there was two active Debts card on my account under my name, and that is not a regular procedure on any bank. How there is possible that under a business one person has two card for over a period of time. There is not security at all. I really work very hard to allow the Bank to give my money to some criminals and I stared been secure now that is someone in the bank doing this to a regular consumersDesired Settlement: I want my money back in full and the bank charges remove from my account.

Business

Response:

Dear Mrs. [redacted]: We have received and reviewed your correspondences forwarded to us from the CFPB and the Revdex.com regarding fraudulent activity on your above referenced account. We appreciate the opportunity to respond. Our records show that you notified us on October 23, 2015 to dispute three debit card purchases. We set up Case [redacted] for the total of $1,046.60 for the three [redacted] purchases ($211 .79, $416.59 , and $418.22) posting on October 27, 2015. These transactions are shown on your October 31, 2015 statement (copy enclosed). During our initial investigation we determined that no error occurred, and your case was denied as stated in our October 30, 2015 letter (copy enclosed). We reviewed your case again and determined the case was declined in error. The claim was approved, as stated in our November 16, 2015 letter (copy enclosed). Your account was credited $1 ,046.60 on November 13, 2015 (copy of your November 30, 2015 statement enclosed). Mrs. [redacted], we do apologize for any inconvenience this situation may have caused. If you have any questions or concerns regarding your accounts, 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. Thank you for choosing SunTrust for your financial needs. Sincerely,Cora-S[redacted]

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 opened an account with this bank via the Internet. I was sent a debit card and check as I should have. I set up direct deposit with my employer to have part of my check deposited to this account. I set up my house payment and vehicle payments to be drafted from this account. Sadly, my first check that was supposed to be deposited was not due to the pre-note they had to do. I received a paper check in the mail. Being nowhere close to a branch, I used the mobile deposit feature in the app for iPhone. The check was $1,000 with was within their acceptable range. I did the deposit on 1/2/16 which was a Saturday. The account states that it would be deposited the following business day. On Monday, 1/4/16, the check was still not in my account. I called customer service and they stated it would be the following business day because of the weekend. On Tuesday, 1/5/16, I tried logging into my account. I could not. I called customer service again and was advised I needed to go into a branch. I told him I was nowhere near a branch. He got me to a supervisor. The supervisor explained that this was a high risk because it was a large mobile deposit and was the first one. She told me my account was on hold until the check could process. The supervisor called me later that day and told me the "back office" had decided to close my account with no reason given. At this point, I was behind on my house and car payment waiting on the check to clear. I had my employer wire me money to cover the amount and they are attempting to stop payment on the check. However, they can't because the check is being processed. I called back and was told they may reopen my account if the check is approved. If it's approved and they don't open my account, they would mail it to me. I am not sure how a "bank" would close an account just for making a deposit. This has caused major stress and costs in late fees. I still don't know what will happen. There is something very wrong with this.Desired Settlement: I would request the bank NOT to deposit the check so my employer can proceed with the stop payment. Or. Proceed with the processing of the check and reopen my account so I have immediate access to it to be able to repay my company promptly. I need to either be able to show the bank did not accept the check or did and I can get the money immediately. As of right now, I am being told I cannot have my money after following their own policy. Therefore, the above would be the only resolutions. The bank can contact me to discuss how they will resolve this issue.

Business

Response:

Re: [redacted] BB Case# [redacted] Client was called on January 81 2016 and informed that the decision to close the account was reversed and the negative reporting was removed. The account is now active and the hold that was placed on the deposited funds was released. 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 applied for a mortgage, with the expert advise of the lender, on June 7. I was reassured by the lender and processer on numerous occasions that this loan was on track, I was approved, and that it was in [redacted]. I made sure of this numerous times prior to me losing my earnest money. All replies were that I was good to go. Come to find out, after losing my earnest money, the loan that I was told was already approved and sent to [redacted], was "approved with contingencies" and was not sent to [redacted] yet. I escalated the matter to the branch mgr (this is the 2nd escalation to her as I escalated the situation to her prior to the deadline because I was not getting any feedback on the loan from the underwriters standpoint prior to losing my earnest money). After escalating to her, they asked for a week extension on the loan and began asking me for duplicate requests of items already sent. Not just one or 2 items, but multiple items, multiple different times. In addition to this, even after my realtor got them the week and a half long extension on the contract, they still did not send it to [redacted] in time. I have now lost $1,720. I have escalated this matter within the branch and then within the division and am now getting no response. The only people concerned about the issue are the people outside of the mortgage department and the loan officer who is not getting anywhere with superiors either. I was lied to, misled, and now have the misfortune of living in the same crummy living situation with $1,720 less. Their reply to me has been sorry for your frustrations. Had they told me the truth from the beginning that they were behind, I would have backed out of the loan prior to losing my earnest money. Had they gathered and kept track of the info requested, this loan would have gone to [redacted] in time and I would have a new home. I am completely disgusted with their overall quality and especially disgusted in their ability to perform proper custom service. Loan processed for over 7 weeks and deadlines were known.

Product_Or_Service: mortgage loanDesired Settlement: DesiredSettlementID: Refund

I would like to be compensated for the money I am out on behalf of their mistakes. I performed diligently and provided them with everything necessary to complete the loan on time. I have e-mails to support this timeliness on my behalf as well as emails stating my approval and loan processing according to timeline necessary. I paid $275 for a home inspection, $445 for an appraisal, and $1,000 in earnest money. (this is not including all of my time and money spent gath

Business

Response:

Re: [redacted]

Revdex.com Case Number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above referenced case. Because you did you include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 22, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

Officer

Review: A SunTrust employee has stolen $500 from me and it is not being properly investigated. I deposited $500 in a local SunTrust ATM on 06/16/2013. The ATM gave me an error message that all of the bills could not be counted please take your bills. Nothing ever came out but a receipt saying sorry for the inconvenience please contact SunTrust. The next business day I contacted SunTrust and they gave me a provisional credit of $500. 30 days later they withdrew $485 stating that all they were able to recover was $15. I've been on top of this issue since then to only be given the run around by SunTrust reps and also the president they promise to call me back after further investigation and never do. This issue has not been investigated properly. A simple viewing of the ATM video recording would prove that I indeed was there and deposited a stack of cash. No one is trying to help me with this situation. Im being treated as a second class citizen and I feel liked I've been robbed a discriminated against. I may not be one of their million dollar customers but I trusted them with my hard earned money just as well.Desired Settlement: DesiredSettlementID: Refund

I would like the $485 deposited back in my account along with all of the fees incurred because of this issue leaving my account with a positive $74. I would like further investigation to take place such as viewing the ATM tapes from 06/16/2013.

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: Three months ago I called the consumer loan payment department and inquired about how many payments I had on my car loan and I was told only three left . I then inquired how much they would be. I was told it looked like two regular and one small payment. On 1-15-14 I received some correspondence in the mail from Sun Trust bank. It said my account was past due. I knew that I sent in a payment of $374.56 for January. I called Sun Trust bank in Nashville, Tn and was tolled that they received my payment but I owed a balloon payment of $900 for skipping a few payments. I understand that the payments would be put on the other end of the loan but on the paperwork that I signed that was sent to me by the bank it never said anything about a balloon payment when my loan matured. I never read anything about this when signing my paperwork for my car loan. I feel that Sun Trust is not disclosing it"s information as it should. I have never been late or missed a payment and when I talked to someone in the Nashville bank their attitude was oh well stay in touch with us. At one time I had a car loan with [redacted] credit and had the same thing happen and they were more than happy to break down my last payment into something that I could pay. This makes me not want to use Sun Trust again!Desired Settlement: I want to be contacted and be assured that my car will not be repossessed and I want someone to make arrangements with me to pay out my remaining car loan instead of making a balloon payment of $600. I;am retired living on a fixed income and disabled. I'am happy to work with the bank on this if they will work with me.

Business

Response:

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

Please close this case on your records.