SunTrust Bank

Review: I have a Suntrust home equity line of credit. On 7/31/2014 I went to this bank to withdraw the money $100,000. I use this money to down pay for a property and applying another mortgage. The lender needs a document to the source of this fund and how to pay back. So I asked for a statement to show the withdrew amount from the account and the monthly payment. The branch manager [redacted] refused to provide this statement. She said they were just a branch, they were not responsible for this kind of request. I said you represented Suntrust as a whole, but she just told me she couldn't. The loan officer on phone also told them they could use mortgage calculator to get the payment information for me, but she said she didn't have access to mortgage calculator. I spent 2 hours in that branch, didn't have time for lunch, and my loan application is delayed without that statement. Buying a property is stressful, [redacted] service made it worse. So on the other day I went to another Suntrust branch, they manager was very helpful, he used mortgage calculator and got me the payment statement immediately.Desired Settlement: If what I was told by this branch manager [redacted] is true, please give her more privilege to provide the best service she can provide to her customers. If that is not true, I suggest Suntrust hire someone who can do the job, rather than have someone there wasting customer's time.

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:

Suntrust didn't contact me as they claimed in your message!

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding your above referenced account. We appreciate the

opportunity to respond.

We regret that you were not satisfied with the service you

received when you visited our Perimeter Center Regional Office to transact your

business. Please be assured your comments concerning this matter were forwarded

to the appropriate management area. We are glad that when you visited another

location the information you needed was provided to your.

[redacted] 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

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,

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.

In their response letter, I was only informed that "Your comments concerning this matter were forwarded to the appropriate management area". I want to be informed every step they investigate this issue till it is closed.

Regards,

Review: Hello. I have been a Customer of this Financial Institution for over 10 years on the "Personal Banking" side, I have been a Commercial "Business" Customer for a little over 5 years. Suntrust Bank in my opinion discriminates against minority and specifically AFRICAN AMERICAN OWNED BUSINESSES. I started my business in March of 2009, I was Introduced to [redacted] who is the Business Banking Specialist with Suntrust, after offering my business plan to him he offered little to no assistance in helping me secure funding for my business, small business loans, NO information for the most part, ultimately telling me that it would not benefit me to start a business at that time, 5 years later, although I have faced many perils I have (1) paid off my first piece of equipment, (2) maintained a steady relationship with the bank, (3) built my business up on my own without the assistance of Suntrust Bank. On at least 3 occasions I have applied for "Loans" or "Lines of Credit" from this bank, I have been denied EACH TIME, please keep this in mind, I have credit scores in the mid 700's, (personal) and BUSINESS credit scores in the 70's (80 is a top score). EACH TIME I WAS DENIED for reasons that to this day make little to know since. My Wife a former employee of Suntrust Bank has on many times educated me that "if you don't have a certain amount of money in the bank you are treated totally different" versus someone with LARGER balances, and they were told that if accounts had fewer than $20-30,000 cash in them were accounts and customers they should NOT pay much attention to. My Wife also indicated that "Suntrust is NOT small business or African American Owned business friendly" and that they were told to put as much scrutiny on small companies as they could.

On August 6th 2014 I submitted paperwork/application to apply for a "Business Line of Credit" in the amount of $25,000.00 at the Suntrust Branch located at [redacted], my application was submitted to [redacted], Vice President/Branch Manager Ellicott City Branch. All of the information she requested was submitted and I was told I would have a decision in 48 hours, well after about 72 hours I received and e mail at 3:18 PM on MONDAY August 11th 2014 requesting more information, not a phone call out of courtesy, and e mail which I could barely read, had I not went over the e mail with a fined toothed comb I would NOT have understood what it was about, ultimately it was an e mail from the actual UNDERWRITER ([redacted] WLS Support Specialist, Wholesale Lending Services Orlando WLS) that was sent to her, versus contacting me via Telephone or sending me an e mail which was detailed and understood, I was sent correspondence that was sent to her from another party, and again, had I not scrolled down and deciphered the e mail I had no clue what it was about. I tried contacting the underwriter, she would not accept my calls or return phone calls to explain what was needed, upon going over the e mail I figured out they only needed a "Profit Loss Statement" for the 2nd quarter of this year (2014) which I could have supplied during my initial consultation with [redacted], also W2's for 2012 and 2013, which I indicated to [redacted] reflect part time work done and very little income, I also explained to [redacted] that this Business Line of Credit is strictly for the business, NOT for personal usage and all incomes from my 2012 and 2013 Tax Returns reflect REVENUE GENERATED BY THE BUSINESS, I also offered valuable collateral to secure the credit which she refused to accept or inquire about with the Underwriter, I offered the titles to one of my Personal Vehicles which was paid off, as well as the title to my [redacted] which carried an Insured and declared value of $65,000.00 for the bus and roughly $3,000.00 for my automobile, she declined to review or accept EITHER as collateral. Upon submitting the additional documents she requested on Thursday August 14th I was told that I would get a response and a decision by Monday August 18th, I received a call on my residence "voice mail" notifying me of the Banks the decision. On Wednesday August 20th I contacted [redacted] to inquire about the banks decision and was told it was based on my "Business Credit Scores and the amount of revenue I had going into my Business Checking Account" for the second quarter of 2014, my Business Credit Scores as reported by [redacted] are a 70, (the top line is 80) we generated over $51,000.00 in revenue during the 2nd quarter of 2014, over $50,000.00 during the 1st quarter of 2014, so as I was explaining to [redacted], this made little to NO since and that I felt she had NOT done her due diligence, nor did she represent me FAIRLY to the Underwriter, she had not considered the options of collateral that I offered and did very little to assist me in my efforts to secure credit from this bank which I have been a customer of for over 10 years, that the decision was solely based on my RACE and had no other bearing otherwise. Again, I have EXCELLENT Personal and Business Creditworthiness, positive income for my business for the past five years.

On Wednesday August 20th 2014 I went to the Branch location with the intent to CLOSE ALL PERSONAL AND BUSINESS ACCOUNTS with Suntrust Bank, I was NOT allowed access to my remaining funds when I showed displeasure with this Institution and their practices, I was told "if you want to close your accounts come back the next business day" as I explained and yes with ANGER that "pending items" had no bearing on me withdrawing my funds from the bank, at that point during a HEATED discussion with TWO representatives (WHO SPOKE VERY LITTLE ENGLISH) I was asked to leave the Bank. Several hours later I received phone calls from Howard County Police Officer [redacted] Badge number [redacted], during our conversation he indicated that I had made threats of violence against the NON ENGLISH SPEAKING representatives with a weapon (I do not OWN or possess weapons) ALSO during this conversation these individuals shared my private information with this Officer, (my banking, financial and personal information) as Officer [redacted] asked them while we on the phone "how much money does he have left? how much is pending?" This information is PRIVATE and if there were to be criminal charges brought against me the ONLY information they are allowed to share is my ADDRESS, they should NOT even have given this Officer my PHONE NUMBER which is a violation of my constitutional right of PRIVACY, again, this Bank shared my information with a PRIVATE CITIZEN which is against the law, at that point I went IMMEDIATELY to another Safeway Branch Location (Enchanted Forest Safeway Branch--[redacted]) and withdrew whatever remaining funds I had in this bank for fear of my personal and financial information being compromised by the bank. On Thursday August 21st 2014 it will be in my best interest to CLOSE all accounts and end my relationship with this bank. We have ALSO filed complaints with the Federal Reserve Bank against Suntrust, as well as with FDIC...

Please see e-mail below.

Please call me if you have any questions.

Thank you.

-----Original Message-----

From: [redacted] Sent: Monday, August 11, 2014 3:39 PM

To: [redacted] Subject: RE: Send data from [redacted] 08/11/2014 13:27

Hello [redacted],

We are missing:

W2 2012 and 2013

Profit and loss statement for the last three months and balance sheet

Account receivables

Thank you, [redacted] WLS Support Specialist, Wholesale Lending Services Orlando WLS

SunTrust Banks, Inc.

Mail Code: [redacted] Tel: [redacted] Option 2

Fax: [redacted] Client Support Group [redacted] Option 2

How Can We Help You Shine Today?

-----Original Message-----

From: [redacted] Sent: Monday, August 11, 2014 1:54 PM

To: [redacted] Subject: FW: Send data from MFP-[redacted]/11/2014 13:27

Thank you so much for your help.

-----Original Message-----

From: [redacted] [[redacted]]

Sent: Monday, August 11, 2014 1:27 PM

To: [redacted] Subject: Send data from [redacted] 08/11/2014 13:27

Scanned from[redacted] User Name: [redacted] Date: 08/11/2014 13:27

Pages:23Desired Settlement: First of all [redacted] should be Terminated IMMEDIATELY for her unethical business practices and her unwillingness to provide fair treatment to ALL customers of Suntrust Bank, I am also hoping the Branch Manager at the [redacted] ([redacted]) be terminated as well, she has on SEVERAL occasions INSULTED, PAST JUDGMENT AGAINST MY BUSINESS AS WELL AS MY CHARACTER, during a conversation with her in regards to my displeasure with Suntrust Bank she decided that it was FUNNY, literally LAUGHING IN MY FACE in front of other Customers to the point I just walked out. Suntrust Bank has over 700 COMPLAINTS with the Revdex.com and 3 VALID NEGATIVE REVIEWS, in my specific case, I want these individuals FIRED and I have consulted my Attorneys, WE WILL BE TAKING LEGAL ACTION AGAINST THIS BANK....

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded to us by the CFPB and the Revdex.com regarding your recent loan application, We appreciate the opportunity to respond.

Our records reflect that you applied for a line of credit for your business on August 6, 2014. As part of our review, we asked for additional business and tax information in support of your application. Your application for the line of credit was declined on August 24,2014 (copy of decline letter enclosed). The reasons for the decline are noted in the letter. While we understand your frustration with the decision, we must adhere to underwriting guidelines that are industry standards. With every loan request, SunTrust tries to find a way in which to provide lending to our clients. When applications for credit are received, established guidelines are followed in reviewing the application information and determining the approval or decline of credit. These guidelines are designed to provide fair and equal treatment to all applicants.

It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible, equitable, and nondiscriminatory 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 costs and fees associated with such products. Our gioal is to provide value ts our clients, protect thejr 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, clear, and accurate; and listen to our clients' expressed needs.

We provide comprehensive training to our employees and we 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.

We regret that you were not satisfied with the seruice you received during your visits to our-Elliot Citi Branch and Enchanted Forest Safeway Branch in August. Please be assured your cbmmentg concerning this matterwere forwarded to the appropriate management area. Our records indicate that you closed your Primary Business checking Account on August 29,2014.

[redacted], we regret any frustration caused by this matter. Should you have any banking questions, please call us at [redacted]. One of our representatives will be glad to assist you.

Sincerely,

Officer

Consumer

Response:

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

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

Regards,

Review: Since I have been a member in 2011, when I have funds available my transations are pending. Which means the funds that I have available the money has already been deducted from my available balance. But if I overdraw my account the money that has already been held for pending transactions is reversed cause hundreds of dollars in overdraft fees, instead of the one fee for the transaction that causes my account to go in the negative. I dont think that's fair and would like a refund.Desired Settlement: Refund

Business

Response:

We responded to [redacted] by letter on October 7, 2014. If you have any questions about our response, please contact [redacted].

Sincerely,

Vice President and Manager

Executive Services

Review: My mortgage went to closing in August 2013. In July 2014, I received a letter stating they did their "yearly review" and my escrow was short and my mortgage would go up over $300 per month if I did not pay the full amount of the shortage by a certain date. I contacted them and they said they made a mistake at closure, and the amount I agreed to pay was not the correct amount and I had been paying less per month than I should have been because of THIER mistake. I was also able to prove to them that I paid the full year's hazard insurace at closing and they paid it again after closing bringing my escrow into the negative. I was able to show them the cancelled check proving as such. No changes were made to my mortgage and no answers were given. My mortgage went up over $300. At the end of October 2014, I got a SECOND letter stating they did their "yearly review (now 2 within several months of each other)" and my mortgage was going up another over $300 because of the shortgage totaling nearly $700 MORE PER MONTH than I was paying as of June 2014. I have still not received any answers. They have admitted their mistake. I signed an agreement at closure in August 2013 and they have changed my mortgage saying they made a mistake and they basically don't care what they agreed to.Desired Settlement: I want Suntrust to answer their customers and not make their customers responsbile for their own mistakes. Raising a homeowner's mortgage by over $600 in a couple month period is OUTRAGEOUS! My options are either hiring an attorney, trying to refinance or going into foreclosure.

Business

Response:

We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that the loan closed on August 9, 2013. As listed on the [redacted] the seller paid the 2013 property taxes in the amount of $921.59. This amount was used to anticipate the future monthly escrow collection for the next twelve (12) months. However, this amount was based on an unimproved basis and would increase once the property was fully assessed. The enclosed copy of the [redacted] and [redacted] signed at closing acknowledges receipt of the notice and your election regarding the collection of property taxes. You choose not to pay the estimated future cost of the anticipated tax increase and understood that the payment would increase once the fully assessed amount was available and the escrow account was reanalyzed. On June 18, 2014, an off scheduled escrow analysis was performed to adjust the monthly payment after we received and paid an unanticipated supplemental tax bill (new construction bill) for $1,348.61. A shortage in the amount of $2,438.02 was determined and the monthly payment increased from $2,359.49 to $2,675.04 effective August 1, 2014.On October 21, 2014, the annual escrow analysis was performed to ensure that we are collecting sufficient funds to disburse the payments for the escrow items. The tax amounts were updated from $921.59 annually to $3,618.51 annually. Due to the increase in the property taxes, as expected the shortage amount was $4,123.90. The monthly payment increased from $2,920.95 effective December 1, 2014. The escrow shortage is also a result of unanticipated homeowners’ insurance disbursements from the escrow account. On August 19, 2013, we disbursed the premium of $792.00 to [redacted] Insurance. Our research determined that the homeowners’ insurance was also collected and paid at closing; therefore, [redacted] received an overpayment. We verified with [redacted] that a refund was sent to you on August 28, 2013 in the amount of $792.00. We regret the double payment for your homeowners’ insurance. Also, on July 30, 2014, we disbursed the insurance premium to [redacted] for the 2014 to 2015 period in the amount of $1.037.00. In September 2014, you cancelled the insurance policy and changed insurance carriers from [redacted] to [redacted] on September 24, 2014. [redacted] sent a refund to you in the amount of $943.67 on September 10, 2014. To reduce the escrow shortage, you can send the homeowners’ insurance refund amounts to credit the escrow account and the monthly payment can be adjusted. As an alternative option to lower the monthly payment, we may also spread the escrow shortage for a longer period of up to a thirty-six(36) month interest free repayment period instead of twelve(12) months. [redacted], if you are interested in spreading the escrow shortage for a longer period or have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at[redacted], Monday through Friday from 8am to 6pm Et. If you have any questions regarding the servicing of the loan, you may contact our Client Services Department at[redacted], Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET. Sincerely, [redacted]

Review: This is the worst bank I have ever the displeasure of dealing with. I own a business and have been with this bank since 2006. I have never overdrawn the account and do not understand the reason for such disdain and lack of empathy displayed by this company's customer service.

Sometime in Feb of this year, unauthorized charges were made on my account. Apparently an unknown individual(s) wrote 2 checks totaling about $[redacted] from the account. The signature signed on the check was the name of my company and they processed the check to this person twice (could be an inside job who knows). It took about 9 months and they didn't even notice the fraudulent transaction. An unrelated bank ([redacted]) alerted them to this and that is when they called me on 12/12 to inform me of this situation. I questioned why it took them so long to find this and they said I was responsible for my own account to which I replied that maybe I should be banking with the other bank ([redacted]) that notified them of the suspicious activity.

When I was informed about this transaction that took place 9 months ago, I immediately lost every bit of trust and confidence that this bank was interested in protecting my money. I also immediately started going through all my statements and guess what I realized that they never sent me the statement on the month (Feb) this fraudulent transaction occurred.

This was a red flag and led me to believe the culprit could be a bank employee. So, I went back to my 2013 statements to ensure that everything was ok and I realized that they only sent me statements from July to December 2013 and all the statements from Jan to June of 2013 were missing.

So I called them and requested that they send me the statements for Jan - June of 2013 and the statement from Feb along with copies of all checks written on the account to ensure no one attempted or wrote additional checks from my account. The customer service told me that they would charge me $[redacted] to provide copies of my bank statements with the checks appended on it.

I spent over 4 hours on the phone arguing my case today and the customer service representatives I spoke to just did not care and said that I would incur those charges if they sent me the copies. I told them that they never sent me the statements to begin with and I was entitled to them legally and they still refused. 4 hours later multiple representatives hung up on me because they said we weren't getting anywhere (I just could not believe this and this got me really upset). I kept telling them that they statement was never sent to me and they called me a liar. One employee even went as far as insinuating that I probably printed those statements online and because they only allow up to 18 months of statement online that I was making it up. I offered to send in the original statements I have that came in the mail just to prove that what I had came in the mail and aren't copies. They refused and said that I have to pay $690 to fix possible issues they failed to detect.

They have the inability to ensure that only authentic checks are allowed to clear your account then when you attempt to ensure your account is up to date and safe, they hit you with exorbitant fees. Essentially, they allow outsiders to steal from you and then try to steal from you internally when you attempt to do what they are supposed to be doing.

I also bank with [redacted] and [redacted] and with these banks you can go online and print these statements and images for up to 7 years ([redacted] I know for a fact but not so much on [redacted])Desired Settlement: I want to receive copies of my statement from Jan to June of 2013 and the statement from Feb 2014 with copies of all checks written during this period appended to the statements. I'm legally entitled to these statements and they failed to provide those statements during the period in question. I will also be contacting the Attorney Generals Office of consumer protection to file additional complaints. This is not acceptable and Suntrust should not be allowed to rip people off; they failed to perform their duties per their terms of agreement and

Business

Response:

Re: Revdex.com complaint# [redacted] SunTrust has responded to our client [redacted] on January 9, 2015 in response to Revdex.com complaint [redacted]. On January 9,2015 SunTrust called our client [redacted] and spoke to [redacted] and informed the client have ordered the check copies and will mail them once we receive them on or after 1/21/15. Provided the client an update on the fraud claim and we are waiting for [redacted] to respond to Hold Harmless Agreement. Provided the client with my contact information if he has any questions. Please close this case on your records.

Consumer

Response:

I truly do not believe complaint number [redacted] should be closed. It should be reopened because two months after this entire incident I still have not received my $[redacted] back from this bank. I would like this case reopened and for the bank to refund my $[redacted]. Because this entire incident occurred as a result of their negligence they should refund my money and wait for the other bank to give it back to them. It's ridiculous that I have to wait this long and no one is giving updates on when my funds would be returned. I think two months is enough time to receive a credit.

Review: Currently tried canceling my bank account with them back in January on the 8th. Now my account racked up on service charges.

On January 8th 2015 I called customer service to cancel my account. I was told the account will be canceled but since that time suntrust has been hitting me with charges. Why should I financial suffer from a mistake the bank made. My account number is [redacted]. I have been charged with a total of 576$ since the 8th of January. Than on the 18th of February I called to see what you guys can do I the representative ended up hanging up on me.Desired Settlement: I am seeking for a settlement of what you guys promised it is not right that I have to suffer financially for your mistake. I want a refund of 576$ since that's the total amount of fees past the 8th of January.

Review: Suntrust is my main bank and their method of collecting overdraft fees is completely ridiculous. The charges on my account were reversed to an order where the largest charge went through first, followed by all of the smaller charges so that instead of accruing one overdraft fee to my account, I ended up with 180$ worth of overdraft fee.Desired Settlement: I'd like to be refunded the 144$ that was taken in excess overdraft fees. The bank tried to accomplish satisfying me by refunding 72$ but then let another two charges go through after the refund causing me to get an additional 72$ in overdraft fees. So their outcome became meaningless.

Business

Response:

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on June 16, 2015. If

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

Review: I have requested my checking and savings accounts with Suntrust be closed so I can stop the over drafts they are charging and pay them off. Suntrust will not close my account and continues to allow my account with them to overdraft causing me to go further and further in debt with them and making it impossible for me to pay off the balance. I wanted to leave them for a long time because of practices I do not agree with and they refuse to allow me to do so and move on. Their actions of not allowing me to shut the account down and to continue to charge me will affect my family's well-being (being on a fixed income) and my credit rating. If they close the account and remove the excess over draft fees I could pay them in full more quickly.Desired Settlement: I want Suntrust to close my account to stop further charges from them and possible others. If this is done I can make restitution with them and pay them in full. If not I will never be able to pay them as the account will continue to accrue charges.

Business

Response:

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

to us from the Revdex.com regarding the overdrawn status of the above referenced

account. We appreciate the opportunity to respond.In order to close an account, a zero or positive balance must

exist at the time the request is made. However, we have no record of a

requested being made to close the account prior to their being an overdrawn

balance. Because of this, the account has remained open, and any items

presented to the account for payment will be handled in accordance with page 20

of our Rules and regulations for Deposit Account ([redacted]). Our Rules are

provided at account opening and on our website suntrust.com (see about us- fee

schedules-deposit account disclosures).[redacted] should you have any further questions, please feel

free to contact us via your Online Banking Profile, call us at [redacted] or

visit any SunTrust branch. Our representatives will be glad to assist you.[redacted]

Review: I have been banking with Suntrust bank for nearly two decades, and have build a very good repore with the associates there. It's has been only the past 7mos , that I have been dealing with a drive through teller by the name of [redacted]. She has been continuing t harass me on open a new account , even after I have refuse to open an account. On 7/17/2015 she held my transaction up 20 minutes with communication why and refuse to give me my document back. She is holding my transaction up no matter what if it's a cash deposit or to cash a check. Keep in mine there's normally no one else in line as I'm trying to make a quick drive Thursday transaction . I have reported repeatly to the branch Manager and nothing has been done about it. I have never had a transaction with Ms [redacted] that was less than 20mins. I have 3accounts with the bank, but before closing them all I need this issue address. For her to have further training.Desired Settlement: I would like to be notified by the bank on a solution, because I have been extremely satisfied for over 2 decades , and it will cause a lot of inconvenient to have to close my accounts.

Business

Response:

We were able to address this matter with the client over the

phone, apologizing for the issues she was receiving and assuring her that the

situation would be properly addressed.

Review: I had fraudulently activities on my bank account for $115.89. I had to open up another account and that account was left open due to pending transactions For two or three days, I did not monitor the closed account and aprratently a credit was given back by the company and the bank applied one also. The bank debited the credit back and notified me after the fact. I had three items that came through the old account and was charged an NSF fee for them. If I had of been told before the extra credit was taken back out of the account, I would have transferred money from my new account into that account to safe me $108. While I am disputing this and talking to a banker, I was charged an overextended fee. I had told Suntrust that I would not deposit anymore money into this account until I get my refunds back from the fees. Also, the account was noted by a banker that a fee for the last transaction to [redacted] would be credited back to me. There is a total of $180. The account is negative $400 and something dollars no. I am tired of giving money to the bank for fees that I should have not incurred. If I had know that there was no money in that account, I would have transferred money from my other account. This is common sense to see that I did have money but it was in another account.Desired Settlement: Because I had money in my new account when all of this happen. I want to be reimbursed for $180 then I will deposit the necessary amount of money into that account to have it closed. If I had been aware of the reveral of a credit, I would have transferred money of to take care of the shortage so I wouldn't occur any fees. I feel that I am being charged bogus fees.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding the reversal of a credit for a fraud claim and overdraft fees on the above referenced account. Thank you for sharing your concerns and providing us theopportunity to respond.Our records indicate that you contacted our Fraud Assistance Center on December 15, 2015 to establish a fraud claim for $115.89. Your account was credited for $115.89 on December 17, 2015 (copy enclosed). Because your account was also credited by the merchant, [redacted], on December 21, 2015, the duplicate credit was reversed on December.22, 2015 and a letter was mailed to you on the same day (copy enclosed). Your account was credited $144 in fees on January 5, 2016 as a courtesy. This refund included three $36 overdraft fees assessed to your account on December 22, 2015 as well as the extended. overdraft fee that posted to your account on December 29, 2015. I have enclosed statement copies for your review. Your comments about your experience are very important to us and were shared with the appropriate management. The information you provided helps us to know where the emphasis for future training and process improvement efforts should be placed. Ms. [redacted], we hope the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance regarding your fraud claim, please contact our Fraud Assistance Center at 800.447 .'8994. A representative will be glad to help you. Thank you for banking with SunTrust. Sincerely, Kathy [redacted] Officer Client Advocacy Team

Review: Since January 2014 I have been patiently worked with Suntrust about my accounts ending in [redacted] & [redacted] reverting from online statements to paper statements which generate maintenance fees. Each time a Suntrust representative gives a refund and then give different explanations as to why this keep happening. It happens to my son’s account ending in [redacted] quarterly.

They give reasons like:

1.You did not make 10 swipes with debit card and then I prove to them that we do make 10 swipes.

2.You have the wrong account type and then we change account type and the problem continues.

3.Your son’s account ending in [redacted] email address is invalid and I changed the email address to my personal email address: [redacted]

4.Now they say that the “ email address service provider, Carolina.rr.com, has a filter or setting that is blocking the emails sent from them”. This is incorrect because now both accounts, [redacted] & [redacted] use the same email address, [redacted], account [redacted] has not converted in about 6 months but the account ending in [redacted] is still reverting from online statements to paper statements which generate maintenance fees quarterly.

The maintenance fees have ranged from $7.00, $5.00, and $3.00 without any explanation as to why the fees are different. Suntrust is a large company and if this is happening to other customers without their knowledge Suntrust is making lots of money off erroneous maintenance fees.

I have proof of all correspondence with Suntrust about this matter since January 2014.Desired Settlement: I am requesting that my accounts ending in [redacted] & [redacted] be reviewed from start date for erroneous maintenance fees not refunded. Also I am requesting that Revdex.com have Suntrust reviewed for erroneous maintenance fees applied other customer accounts to ensure that this is not some type of breach or scam.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your online statements reverting back to paper statements without you requesting this change, causing a paper statement fee. I appreciate the opportunity to respond in writing .. You have expressed your concerns that in order to avoid a statement fee it is necessary to receive online statements. You have selected this option numerous times and continue to have issues with the statements reverting back to paper statements. Because your account is a joint account with your son, when on line statements are ready to be reviewed, a message is sent to both email addresses contained in our records. The joint owner on the account does not have the same email address as you referenced in the complaint. If either account owners' email provider rejects the message, online statements will revert back to paper statements for. both owners of the account and fees will apply. We have spoken to our online banking specialist and they are suggesting that the email providers have sc;>me type of filter or block that is rejecting our emails. You should speak with both emaii providers and ask them to assist with removing the filter or block. When you contact them, please let them know the emails are coming from [email protected]. Please riote that you cannot reply to that email address. When we spoke on the phone, you indicated that you would update the account with the same email address you are currently using. Please make sure you confirm your choice to receive statements via online banking. When the statements revert back to paper, the account is charged a fee of $3. Our records indicate that the account was charged a $3.00 paper statement fee on ·September 25, and December 25, 2015 and again on January 26, 2016. Those fees were refunded as a courtesy on the following dates September 28, December 31, 2015 and January 28, 2016 due to the ongoing issue you have been reporting. You also had concerns about monthly maintenance fees charge to the account. When the statements revert back to paper, the account is being charged a maintenance fee. Your account type, Essential Checking, requires that you must have 10 or more client initiated transactions per statement cycle and to receive online statements to avoid the monthly maintenance fee. The account was assessed a $7 maintenance fee on the following dates: February 24, April 27 and June 25, 2015. These fees were refunded on February 27, April 28, and June 26, 2015. You can access your online account statements to view all of the transactions mentioned above. If you have questions or concerns regarding a fee appearing on your statements not mentioned, please contact me and I will be.glad to research any new information. Ms. [redacted], we hope the information provided is helpful to you. lfwe may be of further assistance, please contact us via your Online Banking Profile, call 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Thank you for banking with SunTrust. I hope this information is helpful to you. Sincerely, Kathy [redacted]

Officer Client Advocacy Team