SunTrust Bank

Review: I have had an auto loan with Suntrust bank since mid 2012. Payments for the loan are automatically deducted out of my checking account at the beginning of each month. During the past 2 1/2 years, I have occasionally made additional online payments ON TOP of my regularly scheduling payments, assuming that they were going towards my principle balance. I have made $3,504.07 of additional payments this year (2016) alone. After researching my balance, I have realized that interest was taken out of my monthly payments (as expected) as well as every additional/extra payment I have ever made. I visited a local suntrust as well as called customer service. I was told that "because of the simple interest loan contract that I have, any additional online payments would have interest taken out, no matter how much is paid in excess of the regular monthly payment" and that "the only way to make a principle only payment is by walking into a Suntrust bank with cash or check in hand and telling them that it is to be paid towards the principle". I feel that this is a very evil and sneaky practice of overcharging interest for the consumer who they know is trying to pay off a vehicle early. And on top of it all, their paperless online statements will not show you a balance history, making it impossible to see what your past monthly balances were. I feel that they do this to hide the fact that interest will be taken out of any extra payment that is made online. During my phone call with customer service, I asked if they can go back and apply 100% of my extra payments towards my principle balance, knowing that those were my original intentions. I was told that they could only adjust payments over the last 60 days and that the extra interest money could not be recovered. At the very least I should have been notified that I was over paying by using their online payments. In my opinion this is a bad business practice, if not criminal at the very least.Desired Settlement: I would like a list of my complete payment and balance history (which they said they are already mailing to me next week) and more importantly, I would like them to take the paid interest amount from all of the additional/extra payments and apply them towards my principle balance, because I'm sure that they knew that those were my original intentions.

Consumer

Response:

I logged in to my online banking this morning and they appear to have fixed the discrepancies with my Principle payments. Thank you all very much for your help!

Review: Dear Mr. [redacted],

I am writing you to hopefully help resolve what I consider a lack of customer loyalty, and appropriate treatment of my business [redacted] by your bank.

I have been doing commercial loan business with your bank since 2003. I have 4 loans with the bank. The loans are collateralized by the property, but also through a personal guarantee by me and my father– with very adequate net worth. I also have all of my existing home and rental property mortgages and or equity lines with you in excess of $1 million

The [redacted] business revenues have been declining for several years, due to the recession, gas prices, increased competition, and a dire lack of snow (and salt) over the last 7 years, and other factors. I have recently introduced free vacuums to help to turn the tide, and am hopeful for a salty winter. We have never been late on a payment, as the bank draws the amounts owed directly from the accounts. Shortfalls in cash have been addressed through capital calls. The three term notes all had a prepayment penalty.

The four notes are detailed here:

Note # Date Initiated Interest rate Renewal date Original amount Current balance as of November 25, 2014 Anticipated revised interest rate based on current estimates

[redacted]- [redacted] the second renewal 7/28/2010 5.65 July 15, 2015 879,646.39 561,520.67 4.12%

[redacted]- [redacted] second renewal 9/18/2009 6.21 7/15/2014 473,437.51 261,251.97 4.12%

[redacted] first 5 year term 3/20/2009 5.73 3/20/2014 1,568,000 1,160,144.94 4.12%

[redacted] Demand note on raw land 6/16/2004 Prime (Currently 3.25%) none 250,000 98,500 4.12%

Over the last few years I have had conversations with a revolving door of loan officers at the Richmond Suntrust bank. My requests were consistent, to try to refinance the loans to take advantage of the current lower interest rates, and if possible accelerate the renewal of notes and somehow avoid the no pre-payment penalty. After all we – the people-- advanced Billions to Suntrust to enable you to restructure your loans and defray your losses. After extensive conversations with three separate individuals, who all expressed hope that such a modification could be accomplished, I never heard back from them. They had left the bank, no replacement or loan officer had been re-assigned and the effort was dropped. ( [redacted], [redacted] and a lady whose name escapes me)

The Saga of being screwed, Blued and tattooed by Suntrust, to a loyal customer with a record of timely account payment for over 12 years

In early November 2013, three months in advance of the [redacted] renewal, I met with [redacted] and asked if we could initiate the loan renewal for the loan as soon as possible, and if possible accelerate the renewal of notes 18 and 59 to take advantage of the favorable rates. I indicated I did not want the demand note touched because it was hopefully to be sold. We met again in early December and I provided financials etc. for the renewal.

In March I was asked for January and February financials which I sent over.

By Mid March I had gone into default on the 109, and the bank granted an extension at the existing loan rate. I asked that the extension be at the targeted lower rate of about 4%. They said they couldn’t do that.

By July I was to told the underwriting group was backed up (9 months after I had initiated the renewal)

Later in July I escalated the lack of focus on my renewal, asking [redacted] and [redacted] why the loan had not been processed, since I had started in November. [redacted] apologized and said the renewal would be a priority. At that meeting I again asked that my rate be lowered. That request was again denied.

In July I also went into default on note 18, and the bank granted an extension at the existing loan rate. I again asked that the extension be at the targeted lower rate of about 4%. They again said they couldn’t do that.

On August 20 I was informed by [redacted], the Suntrust underwriter, that the loan could only be renewed for 1 year at the 4.12% rate. He could do nothing about the better rates available in January/ February. There were some re- alignment of the notes as they had also included the demand loan amount and were amortizing that over 5 years. I asked for 10 years amortization and they complied with that request in October.

By mid November 2014, the Underwriter indicated the attorney fees and closing costs of about $10,000 for a one year loan would be required, and the attorneys should be ready to close by mid December. I would like to point out that is fully 13 months after I had initiated the renewal discussions with the Bank representatives.

When I asked the Underwriter and my loan officer why the $10,000 of legal and recording costs were required, since all the property was already mortgaged to Suntrust, I was told they needed to reconfigure the loans. I asked if those fees could be waived. I was told by my loan officer they could not be waived as they were hard costs to Suntrust.

Meanwhile I have made payments on time at a higher interest rate for 10 months on the large loan, and each of the other loans. The extra interest costs were in fact hard costs to me. And Suntrust could not renew me for a 5 year term because I was too risky. (Meanwhile they delayed the refinancing almost 1 full year). But all that was OK by Suntrust.

This overall renewal effort has been totally mishandled by an autocratic underwriter who has no care or concern for a long time customer, with otherwise excellent credit ratings. I delayed going to a local bank because I was assured by both [redacted] and [redacted] that while my treatment indicated otherwise I was a valued customer, and that Suntrust would do all they could to make it right. The local bank had indicated they would do the 5 year loan with total closing costs of about $20,000 at competitive rates. I declined to pursue that in May because I trusted what I was told by the Suntrust representatives. Boy, was it a mistake to believe Suntrust.

What a crock! Valued customer indeed! They have certainly not proven that by me.

I would not recommend Suntrust as a bank to any small business owner. Their customer appreciation appears to be NIL. Their service level is exceptionally poor, and their sensibility of fairness is nonexistent.

It has taken over a year to process a renewal on a loan that was renewable in March 2014; all the while I was paying interest that was 2% too high. And then it was to be renewed for only 1 year, not the 5 -10 as requested.Desired Settlement: What should Suntrust do? If I am a valued customer and this is how you treat me, how do you treat others? Fix this mess. Make it work.

Refund the excess interest I have already paid. Clear up my credit rating. Lower my interest rate to what it could have been if you had renewed it in November/ December time frame. Renew the loan for 5 years for [redacted] and **. Renew the [redacted] for 10 years as discussed in November 2013. Keep the demand note as a demand note. Perform the closing at no cost to me.

Excellent customer service would be to define a better answer than those I have proposed above, but I very much doubt that will happen.

I would be very happy to discuss this with you. You obviously need a customer advocate. Given my extensive experience at being screwed by you perhaps I could provide some consulting advice on what NOT to do. And if you are not aware that this type of treatment is happening to your valued customers, you certainly should be, and you should be ashamed.

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.

Consumer Financial Protection Bureau Case [redacted]

Review: We contacted SunTrust who was sold our mortgage to remove the PMI from our mortgage when we paid enough to be under the 78% requirement to remove PMI from our original appraisal. They refused to remove PMI and required us to submit them $105 for a reappraisal to determine if the loan was within 78% of that value. After the appraisal came back who used awful comps which made the appraisal come in lower than the original appraisal, our loan to value was still below the 78% that they had originally quoted it needed to be below. Instead of removing the PMI, they moved the bar and said that we had to be below 75% of the new appraisal which would require an extra $8,000 in payments. We believe that SunTrust is dealing with us in bad faith and people should know that they are not reputable.Desired Settlement: An agreement to remove the PMI and an apology for their bad faith actions.

Business

Response:

Dear [redacted]We have received your correspondence regarding the above

referenced case. However, you did not included a signed authorization form from

[redacted]. Therefore, we are unable to provide you with a copy of our response

to [redacted] dated June 19. 2015. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: So my bank has twice taken overdraft fee out of my account before my account has gone over drawn. This actually make my account go over drawn. I got it taken care of before but this time I am worried they won't because there are more fees.Desired Settlement: I would like the money back that they took.

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. Seth A. M[redacted]

Review: In error I made a double payment to Suntrust bank for acct #[redacted]. I called Suntrust for 3 days(4/25-27)in order to find out how to get my $1213.80 back. I eventually had to add [redacted] on line, for Suntrust to make note the payment was received, and needed to be returned(Confirm # [redacted]) They(suntrust) said they would return the money. I called back, after waiting a week. I called back to check on the status and someone told me it would be mailed Monday 5/9. I waited until Thursday 5/11 and no check.. I called back that Thursday,5/11 and was advised the check was not sent to me, but, to [redacted]. No one at Suntrust knew why the check was mailed to BOA. BOA , again called Suntrust to find out why, and requested the check be mailed to the customer, not BOA. Confirm # [redacted]. They(Suntrust) was going to try to place a stop payment, to have it mailed to the customer. They still have not advised me, as of 5/14 whether this will take place. Please mmake complaint about poor cust service, and lack of follow up. I could go into more detail about the lack of service, and lack of knowledge, and follow up by Suntrust.Desired Settlement: Please have my check mailed to me.

Business

Response:

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

Review: On the morning of 8/1 I made a payment on my Suntrust credit card through their online website. I accidentally submitted the payment for $1000 but meant for it to be $600. I immediately tried to change the payment but it was already showing as "processed" and I couldn't adjust the amount. I called customer service and they said the payment was not appearing. I was transferred to another dept who said it hadn't gone through and then to another person who said I had to wait for the payment to show up before they could adjust it. I spoke with another person, Lisa Turner, who told me she would be able to correct the payment & would confirm it was done. On the morning of 8/2 she called and confirmed my bank acct routing # and said the $400 had been submitted to be refunded to my account and would appear on Wed. or the VERY latest, Thurs. AM. Thurs .AM I checked and it wasn't there. I spoke with 3 different people who all said it would take 3 business days to post so I would see it by Friday. They also said my case had been expedited. Fri. I checked and it wasn't there so I called again. I spoke with another person who said it would take another additional 7-10 business days for the money to appear on top of the original 3. I have spent hours on the phone with over 7 different people and they keep saying different things. I have been trying to get this resolved for 5 days now and still I am being told different things and given the run around. The confirm # on my case is: [redacted]Desired Settlement: I expect the $400 that I was told would be back in my [redacted] bank account by Thursday, 8/4, to be back in my bank account by the end of the business day on 8/5. Suntrust has lied to me about what they are doing with my money and refuse to fix the issue which was originally created because the Suntrust website was not working correctly and wasn't showing my payment on their end while also refusing to allow me to adjust the payment on mine. If my money is not able to be returned to me within the time it was promised then I would also like to charge interest on the money that Suntrust is refusing to refund to me.

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 tuesday August 9th, my bussiness checking account said online says bal not avalilable, we deposited $9,0000 and rigt after that Suntrust froze our account. Did not call or notify us, we found out on Tuesday. We called and all they said was that it was "the fraud department" that a red flag was raised and refused to give us any more information or resolution. All she said was that we had to wait for a letter in the mail. In the mean time Suntrust has all my money frozen and are refusing to pay any of my automatic payment. This is my bussiness account I need my money and to be able to pay my vendors.Desired Settlement: I want My money returned to me right away and I will be taking my bussiness elsewhere, I am appaller by their lack of customer service and communication. They have basically shut down my bussiness financially.

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 May 19th my bank account showed that I had a balance of $608.27. I made a purchase for $29.66 leaving a balance of $578.61. I made a withdrawal of $20.00 and had a balance of $542.61. I notice when checking my balance this morning I noticed I was charged $36 overdrafts for each transaction. I called the office and was told that because of items in pending if they had came through it would have over-drafted my account. I also had a deposit pending that covered the pending withdrawals and since they were still in pending why was the items that had been charged against my account being penalized? There was no sufficient answer given.Desired Settlement: to be refunded $72 for overdraft fees that I was charged on items that had sufficient funds to cover them.

Business

Response:

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

to us from the Revdex.com regarding the posting of items to the account referenced

above. We appreciate the opportunity to respond:Our records show that, on May 19, 2016, your account had a

balance of $1,030.27, but there were two items pending payment (ATM cash

withdrawals for $202.49 and $400), reducing your available balance to $427 .78.

Four transactions totaling $471.66 were presented for payment against this available

balance, and the account was assessed two 436.00 overdraft fees totaling

$72.00.Subsequently, on May 31, 2015, your account had a balance of

$179.01. Eight transactions totaling $253.16 were presented for payment against

this available balance, and six $36.00 overdraft fees were assessed, totaling

$216.You mentioned a pending deposit, our records do not show any

deposit credited to your account on the dates of the overdrafts. We show

deposits made on May 20, 2016 and on June 1, 2016, however, the overdrafts occurred

on May 19 and May 31, 2016.Bases on this information, we have determined that these

fees are valid. However, as a courtesy, we refunded two $36.00 overdraft fees

for a total of $72 to your account on June 2, 2016. Enclosed is a statement

copy reflecting the above activity.The posting order of your items is in accordance with our

rules and Regulations for Deposit Accounts. Enclosed are pages 16 and 17 of our

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

suntrust.comAlso regarding debit card purchases, once a debit card transaction

(ATM withdrawal or purchase) is authorized, a hold is placed on the client’s

account reducing the available balance. Funds on hold for pending debit card transactions

generally 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, clients must maintain accurate account records noting

all authorized transactions, including pending debits and credits, to determine

their available balance. Detailed information concerning this matter is

included on page 17 and 18 of our rules.In order to decrease the chance of overdraft happening again,

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

how to manage your account and avoid fees. You will also find useful information

about our overdraft services and how to monitor your account activity when the

balance gets too low or becomes overdrawn by setting up email or mobile alerts.You may also want to set up Overdraft Protection, whereby a

protector account is linked to your transaction account to cover any potential

shortfalls. Detailed information about this service is found on our website. Instructions

for signing up for Overdraft Protection and setting up email or mobile alerts

are also found on our website.[redacted], I hope this information is helpful to you.

Should you have any additional questions regarding your account, please do not hesitate

to contact us via your Online Banking Profile or call us at [redacted]. A

representative will be glad to assist you. Thank you for choosing SunTrust for

you financial needs.Sincerely,[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: Without notice my checking account was closed causing many overdraft fee's and financial problems. I contacted the bank to discuss the issue and the customer service was terrible and did not wan tot hear my issue. I have then asked to close my acocunt, and they continue to charge me fee's for transferring money out of the account to close it. I have sent 10 requests and miultiple phone calls to get the account fee's reversed, express my dissatisfaction, and close the account and still have not received a response. I have never heard so many excuses and incongruance in my life.Desired Settlement: Account fee's reversed, an apology from management and action plan so others do not have to go through the hassles I have and the unprofessional ways of condusting business.

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:

[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 have opened an account with a suntrust bank in [redacted] They cashed the check but have not credited my account with the funds I deposited.Desired Settlement: Funds placed in my account so I may with draw them and close my account. I no longer want to do business with this bank based off of this first transaction.

Business

Response:

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

to us from the Revdex.com regarding the hold placed on a deposit made to the account

referenced above. We appreciate the opportunity to respond.SunTrust strives to provide you with the earliest access to

your money within the guidelines of sound banking practice. Although we may

place a hold on specific funds for a short period of time, this is done in

adherence with Federal Banking Regulations. As disclosed in our Funds Availability

Policy Disclosure For Deposit Account, which is provided at account opening and

also found on our website suntrust.com, longer delays may apply under certain

circumstances.Our records indicate that on May 26, 2016, one check for

$2,300 and one check for $6 was deposited to your account. During the review

process of the deposit, we determined that a hold needed to be placed on the account

for $2,306 due to the reasons noted on the Notice of Hold, which was sent to

you on May 27, 2016. This Notice of Hold also advised when the funds would be

made available. Please be assured that all of our clients’ deposited checks may

be subject to these types of hold, and all proper guidelines were followed in

placing the hold on your account for the deposited check.We show that this hold was removed from your account, and you

closed the account on June 3, 2016. [redacted] is a copy of the closing debit for

your review.[redacted], I hope this information is helpful to you. Should

you have any questions, please call us at [redacted]. A representative will

be glad to assist you.Sincerely,

Review: My complaint is that I had a charge to my account for 42.89 on 5/12/2016 that was not Authorized. Due to this charge it caused me to accrue overdraft fees. The unauthorized charge was credited back to my account but customer service and the branch refused to refund me my fees, after telling me on June 14th that my fees would be credited back once the unauthorized charge was credit to my account, which happened on 6/15/2016. I was also told I didn't need to file a dispute, which would have allowed me to get my fees refunded. I was told by the branch that Suntrust has cracked down on fees being credited back to people's accounts. My other issue is that because the bank now takes out the largest amount out first, compared to taking out the transactions in the ordered they happened. This allows for the bank to accrue more fees on smaller items, because of this policy iit looks like my balance was not affected by the wrong charge being taken out. However, it does affect things when you get charged 36 dollars for simple 12 dollar, and 7 dollar charges. The bank taking out the largest payments is a scheme to make more money. They also at times will take off pending transaction showing a faulty available balance which also causes confusion on how much money there is in the account. I have been a customer with Suntrust for the past 9 years, and I thought they were better than the big banks like Wellsfargo, and BOA, but I was wrong. They are just as greedy as them. I want my money back. This isn't right.Desired Settlement: I want my fees credited back to me.

Business

Response:

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

us from the Revdex.com regarding an unauthorized item that was debited from the above

referenced account. I appreciate the opportunity to respond.Our records do not reflect a debit transaction on May 12,

2016 for $42.89. However, we do show that on May 6, 2016 a recurring

transactions from [redacted] for $42.89 was debited from your account.The overdraft fees ($108) that you incurred on May 9, 2016,

were not the result of SunTrust paying the aforementioned merchant ([redacted]

[redacted]). On May 9, 2016, your account balance was $1,344.57. On that date, 20

items totaling $1,791.70 were presented to payment and paid. Had the credit for

$42.89 been issued before June 7, 2016, you would not have incurred the fees

that were assessed on that date and June 9, 2016. We have credited your account

$72.00 for the overdraft fees that were assessed on those dates. You will see

this credit on your next statement.The posting order of your items is in accordance with our

Rules and regulations for Deposit Accounts. Enclosed are pages 16 and 17 of our

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

SunTrust.com. Also you agreed to not overdraft your account when we opened it. This

is discussed on page 21 of our Rules.In reference to debit card transactions, once a debit card

transaction (ATM withdrawal or purchase) is authorized, a hold is placed on the

client’s account reducing the available balance. Funds on hold for pending

debit card transactions generally cannot be used for other purposes, even

though the transaction had 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, clients must maintain accurate account records noting

all authorized transactions, including pending debits and credits, to determine

their available balances. Detailed information concerning this matter is

included on pages 17 and 18 of our Rules.[redacted], I hope this information is helpful to you. Should you

have any additional questions regarding your account, please do not hesitate to

contact us via your online Banking profile or call us at [redacted]. A

representative will be glad to assist you. Thank you for choosing SunTrust for

your financial needs.Sincerely,Diane E[redacted]

Review: I was advised this week by [redacted], that SunTrust had filed a late payment with the credit bureau's against me, so I got online to SunTrust.com where I manage all my accounts. There were no late notices, mail messages or due payment notices on my account so I called SunTrust customer service. Customer service advised me, after giving them my loan number that my mail had been getting returned, and they had no current phone or email contacts for me either? I did not understand why the CS agent on the phone had no contact information for me, I was still on the Suntrust web site and looking at all my contact info, it was all correct on the web site and all 4 of my accounts looked to be up to date. The person on the phone advised me that Suntrust mortgage was a different company with different systems, that did not communicate fully with each other? I am not sure how that is possible, because when I log into SunTrust, I can see all my accounts, credit cards, mortgages, credit lines, etc in one place. So obviously it is reasonable to assume that when I updated info on Suntrust.com a few months ago, everything is updated, but that turns out to not be true. Only 3 of my accounts, the suntrust accounts, applied to the update, even though they are all managed from suntrust.com. I had no reason to believe that one account was not being billed, or paid, because that account is discretely disconnected from the other 3 accounts, or that the Mortgage company had no way to notify me that the mail was being returned, or that payments were not being received because somehow, they done communicate with SunTrust. This normally would not be that big of a deal, but as a small business owner, my livelihood, my company and my employees all depend on my personal credit score to stay in business. It is my feeling that this false advertising, or misconception created by your online systems caused major damage to my credit score, and in turn, my business.Desired Settlement: It should me made much more clear to the public that SunTrust, and SunTrust Mortgage are two different companies who's systems do not share information. I did not even know there was a SunTrust Mortgage web site until today, I always assumed that my SunTrust.com account was the only account, because my SunTrust Mortgage account shows up on the left hand side of that account screen, there is no appearance from my account that these are two different companies and that each must be contacted separately in order to maintain corrected contact information. It is currently very deceptive regarding who you are actually dealing with, SunTrust, or SunTrust Mortgage.

Business

Response:

Dear [redacted]We have received your correspondence regarding the above

referenced case. However, you did not included a signed authorization form from

[redacted]. Therefore, we are unable to provide you with a copy of our response

to [redacted] dated July 14, 2016. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: I was filing a complaint due to over draft fees on my account. I had reached out to SunTrust asking them to forgive an overdraft fee on my account because since banking with them, I have never had any issues with my account going into the negative. I also explained in detail that the reasoning for this happening was due to my grandmother becoming very ill and I had to take a leave of absence from work for a month to care for her until she passed away. This was a very hard time on myself and my family. My account reflects my leave from work as my work deposits stopped temporarily and my only income during that time was the very small amount of child support being deposited. I notified them that I would be back to work and bring my account current as soon as possible. I was given the reply that they would forgive the 2nd fee which was added 5 days after my account remaining negative. Again, if they forgive the original fee there would be no extended overdraft fee. Considering the circumstances and my good standing with this bank, I would just like the fee returned. I have just returned to work and I can not afford these fees after loosing income while caring for grandmother up until her passing. These circumstances were out of my control and I would hope that a bank whom I have never had any issues with in regards to overdrafts would understand that.Desired Settlement: I would like the overdraft fee refunded so that I can bring my account current this week.

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. Seth A[redacted]

Review: On March 15, 2016 at 6:44 pm EST, I had an unauthorized charge on my card in a location that is around 6-7 hours away from where I live. I was not notified of this and the only reason I saw it was because I checked my bank account to see if a deposit I had made had gone through. It was a substantial amount of $182.73. Now, I understand that this happens, it has happened to me before at a different bank. My issue is the appalling way that SunTrust bank has "handled" this fraud claim. This fraudulent transaction has a very real possibility to cause my account to be over-drafted due to having checks previously sent out to pay bills in which I will be stuck with those fees and not to mention out of money to pay other bills or even get food for my husband and I. SunTrust's answer to this? So sorry. It will take 10 business days to process your claim. Okay well what about if we need food? Well our job is to prevent this sort of thing from happening so we reccomend that in the future you have two accounts for your money. Seriously? I am about to have no money and you have absolutely no way to fix this when is is in no way, shape or form my fault?! When this happened with my previous bank, they applied a temporary credit, which is the obviously right thing to do. Why am I guilty until proved innocent? Isn't that supposed to be the other way around? I understand that $200 may not be anything to some people but this has just made my life completely turned upside down.

Thank you for your time.Desired Settlement: I want this bank to change their policy on fraudulent claims and charges. Apply the credit immediately, and if the customer is lying and actually made the charge, take back the credit. If it is my case where this money can make the difference in eating or not, apply the credit immediately and do the paperwork last.

Consumer

Response:

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence regarding the status of the fraud cla!m referenced above. I am sorry to learn of the fraud that occurred on the account and understand how frustrating a situation ·like this can be. I appreciate the opportunity to respond. Our records show that, on March 15, 2016, you contacted our Fraud Assistance . ! Center to report an unauthorized debit card purchase that was pending on your account for $182.73 from BestBuy. At that time, Claim 2641230 was established. This unauthorized .debit did not cause your account to be overdrawn, and no fees were assessed because of the debit. Upon receipt of the notification of unauthorized activity, we started our investigation. On March 22, 2016, our Investigation of your cla!m was completed and we determined that you are not liable for the charge. A credit for $182.73 posted to your account on March 22, 2016 (statement enclosed). You were concerned about the length of time for a provisional credit to post to your account. In accordance with our Rules and Regulations For Deposit Accounts (pages 42 and 43 enclosed), we will provisionally credit your account within ten business days from the date you provide us with confirmation of the disputed amount. Our Rules are provided at account opening and available on our website suntrust.com (see About Us-Fee Schedules-.Deposit Account Disclosures). Your comments about the claims process are important to us and were forwarded to the appropriate management area. We understand that we did not meet your expectations in this situation and regret any inconvenience caused . 04-13-'16 15:28 FROM-SUNTRUST T-324 P0003/0010 F-500 Ms. [redacted], we hope the Information contained in this letter will alleviate any further concerns. Should you have any additional questions· regarding your claim, please contact our Fraud Assistance Center at 800.447.8994. A representative will be glad to · assist you. Thank you for banking with SunTrust. Sincerely, Kathy B[redacted] Officer Client Advocacy Office

Review: When I initially signed up for this account back in January of 2016 with Michelle there was a promotion of 200.00 that was going on for new account holders. Michelle told me that I would have to wait about 60 days in which I did and still to this day have not received the promotional 200.00; that is the first overall issue.

The second issue that I have and pretty upset about is that I was not provided with any information to how this banks overdraft protection works. I have contacted customer service the first time and was treated horribly and I was going to contact the Office of the Comptroller of the Currency but decided to go this route first.

Where my issue is; I thought that I had all my checks have cleared, but I was horribly mistaken because yes they all cleared but one; Potomac Edison which was approximately 63.00. However from what I gather when speaking with a supervisor is that because that check cleared and the pending auths even they were pre-approved now I have multiple nfs fees. The rep also stated that if I didn't have the protection that I would have only receive the return check fee for the one item and the other trans that was in pending before the check cleared would still go thru and no NSF would be billed. I agree with one NSF but not the other ones that was billed. I was not provided with any info about how overdraft protection works. All I got from the branch was three pages and nothing has anything about the overdraft protection.Desired Settlement: For the first issue, I would like to have the 200.00 that I was promised and still have not yet received; michelle stated that she was going to work on it but I still do not have any outcome.

For the second issue, I would appreciate all the NSF to be credited back because I feel that I was mislead and was provided with no information that was about the overdraft protection until the rep stated how it works, in which I did turn off the overdraft protection

Please correct

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.

The reason why I am declining is because I received a call within a week prior and was told that I would receive a call from Kathy B[redacted] with Suntrust by today (May 6th) I have still yet to receive that call from that individual. I did attempt to contact her, went to voicemail and left her a voice message.

Regards,

Review: On 7/9 I was charged an overdraft fee of 36.00 for some unknown reason. My account had money in it and even after the overdraft fee was taken out I still had 9 dollars in my account. I have screenshots to back this up if need be. I had a pend payroll deposit at the time as well to add another 600 to my balance. As far as I can tell I was charged an overdraft for something that had not even gone through yet.

My husband complained to the branch about the charge and and was hung upon on by the Beach Blvd Jacksonville Fl branch manager......because he said "What the Hell" to her. When she refused to remove the overdraft fee.Desired Settlement: A refund of the 36 dollars you stole from my account.

Business

Response:

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

to us from the Revdex.com regarding an overdraft fee on the above referenced account.

We appreciate the opportunity to respond.Our records show that, On July 7, 2016, your account had a

balance of $262.96.However, two transactions were pending (USPS Change of

Address for $[redacted] and [redacted] for [redacted]) reducing your available balance to

$212.65. Five items totaling $217.96 were presented for payment against this available

balance, and the account was assessed one $36.00 overdraft fee. Based on this information,

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

[redacted] Monthly Maintenance fee to your account on July 11, 2016. We respectfully

decline the request for additional refunds. The direct deposit of $663.41 was posted

to your account on July 8, 2016.The posting order of your items is in accordance with our

Rules and Regulations for Deposit Account. Enclosed is page 17 of our Rules for

your review. Our Rules are provided at account opening and on suntrust.com see

(Menu-PERSONAL BANKING-Banking-Overview Guides and Disclosures-Deposit Account Disclosures).

Also, regarding debit card purchases, once a debit card transaction (ATM

withdrawal or purchase) is authorized, a gold 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, clients must maintain accurate account records noting

all authorized transactions, including pending debit and credits, to determine

their available balance. Detailed information concerning this matter is

included on pages 17 and 18 of our Rules.In order to decrease the chances of this happening again,

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

your account and avoid fees. You will also find useful information about over

overdraft services and how to monitor your account activity when the balance

gets too low or becomes overdrawn by setting up email or mobile alerts.You may also want to set up Overdraft Protection, whereby a protector

account is linked to your transaction account to cover any potential

shortfalls. Detailed information about this service is found on our website. Instructions

for signing up for Overdraft Protection and setting up email or mobile alerts

are also found on our website.Thank you for bringing to our attention the quality of

service you recently received when requesting a refund of the fee. Your comments

are very important to us and were shared with the appropriate management team.

SunTrust strives to provide exceptional service with each and every client

interaction, and we regret that we did not meet these expectations in this

situation.[redacted], I hope this information is helpful to you. Should

you have any additional questions regarding your account, please do not

hesitate to contract 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 choosing SunTrust for your financial needs.

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.

My issue is not resolve in any way. I want the $36 your bank stole from me. Your response indicates that page 17 cites that its fine to charge me a fee for a pending charge,. My agreement is not 17 pages long its 5 and I would never agree to those conditions for a checking account. There are over 900 complaints online for this same issue with Suntrust charging this fee to its customers. You have lost me and my family as a customer so I hope the 36 dollars was worth it. You are spending more than that researching and answering my complaints. I have a list of fees that I agreed to and was sent home with in my original paperwork(Attached). Nowhere in this fee schedule does it say that there is a fee for items that might be returned due to lack of funds such as "pending" items. The fee schedule refers to a fee for "returned" items.. No items where marked for return. This is a very deceptive practice at best.Additionally, This was a free account until I started complaining about this fee. Then suddenly I didn't meet the requirements for the account. Even though more that 2000 a month was being deposited to the account per the agreement. Hence the return of the [redacted] account fee,gee thanks.I have [redacted] a screenshot of what my bank ledger told me in the Suntrust mobile app the day of the fee. As you can see even after the 36 dollars is taken from my account I still do NOT have a negative balance. Explain that please.....

Regards,

Review: This place is HORRIBLE. I signed up for SunTrust last month because this nice young gentleman was doing a promotion, and I had been looking for a local branch as I work about an hour from my CU. Well, that was the biggest mistake of my life. First, he promised me that during the promotion, if I deposit 500.00 into the account they would give me an additional 100.00 a month. So I made an opening deposit of 500.00 that day and was assured that I would be getting back 100.00. Well guess what, along with all of the other problems that I have encountered with this bank, I was told I did not qualify for the 100.00. But that's not all. I was also promised free checks, but guess what, those weren't free either, I had to pay damn near 20.00 in shipping costs!! Oh wait, there is more. My account is somehow magically overdrawn! I pulled my banking statement from online and it shows that overdraft fees were applied to the account when there was clearly money in the account to cover the fees!! When I went to the branch, they were not sympathetic for their mistake at all and went on to say that they couldn't do anything for me. The branch information is completely different than the online information!! So I called, and then was told that they could not do anything about it. this is a load of bull!!!! Your mistake and you need to fix it!!! What is the purpose of mobile banking if you are not going to show accurate information!!!Desired Settlement: Overdraft fees removed, and the 100.00 dollars promise granted or I will file small claims suit against your branch!

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your

correspondence forwarded to us from the Revdex.com regarding your checking account and

the promotional offer referenced above. I appreciate the opportunity to

respond. Our records indicate that, on June 30, 2016, you visited the Bradley

Park Branch and opened your accounts. At the time of opening, you were enrolled

in the [redacted] offer in which you could have earned a $100 reward. I am

enclosing a copy of the Terms and Conditions of the offer for your review. The

account must be open and in good standing in order to receive the award. Any

award to be credited would post to your account within 8 weeks from the date

you were qualified to receive the award. We show that, on August 18, 2016, you

spoke to one of our customer service representatives about the $100 award, and

you were advised that you had not yet met the Direct Deposit qualification. You

stated at that time you were told you would get $100 a month if you deposited

$500, and you would not be charged for checks when you opened the account. You

were advised to speak with the opening branch regarding your concerns. I have

been unable to confirm you were advised you would receive $100 a month if you

deposited $500 or that checks would be provided free of charge. On July 27,

2016, your account was assessed a $13.97 check printing fee and the charge will

remain. On August 19, 2016, you visited our [redacted] and requested

your account to be closed. Your account status was updated to “in process of

closing.” A Direct Deposit for $120 was not accepted because of the account

status and was returned to the sender. This caused your account to become

overdrawn $120 and prevented the account closure. We refunded at total of

$72.00 in overdraft fees on August 24, 2016 as a courtesy, reducing the balance

to negative $48.00. You made a $48.00 deposit on August 29, 2016 to bring the

account to a zero balance, and the account was closed on the same day. I have

enclosed statement copies for your review. Regarding your savings account, this

account is now closed, and a check for $6.03 is being mailed to your address of

record under separate cover. I understand that you did not have a positive

experience, and I regret any inconvenience this situation caused. Your comments

are important to us and were forwarded to the appropriate management team. Ms.

[redacted], I hope this information is helpful to you. Should you have any

additional questions regarding your accounts, please do not hesitate to call us

at [redacted] A representative will be glad to assist you.

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.

First of all, Chris, the banker that opened my account told me that I would get 100.00 after making an opening deposit of 500.00 and having 500.00 per month in qualifying direct deposits. This was told to me TWICE, once in [redacted] where he had his little station set up promoting that scam, and once when the account was opened. I did not receive a copy of the terms of that agreement, I was only going by what he advised of me. He told me that he would order my checks for me that day, which he didn't. This banker stated that he was not an actual employee of that branch but was an employee of a suntrust near Airport(If I am not mistaken) and was there helping. I had to go up to the branch 3 weeks later to check on the checks to which at that time I was told that they were not ordered and that I had to pay for them. I was not happy about that because I was told that my first set of checks were free, so strike one. The 2nd one was when I found out that my direct deposits were being held and not actually available until the next business day(Monday). This was something that was not made aware of, because in real life, when direct deposits are scheduled to be deposited in an account, they are usually there and available, not pending. 3rd strike is when you were charging overdraft fees when you should not have. Yes, you refunded 72.00 as you say a courtesy, but this was your mistake. Being with suntrust has been an absolute nightmare! Lies and misleading information for the 2-3 short months that I was there. The only positive thing that I have to say is that Patricia W[redacted] at the [redacted] location was super sweet and nice to me, and acknowledged every single mistake you made, while you are sitting here giving me canned responses and excuses insinuating that I am lying. Why would I make up something like this. Overdrafting accounts isn't my thing. I am so glad that I didn't have my full amount of my paycheck going into Suntrust. You will never EVER get another penny of my money. I just want the wrongs corrected and and acknowledged.

Regards,

Review: I made one payment on each of my 2 loan accounts through Suntrust Online banking. The checking account that I used for payment is through [redacted]. Suntrust deducted to payments from each one of my accounts in order to make me current. I am less than 30 days behind. I usually pay around 21 days late because I get paid every 2 weeks. I am not working full time so it is a delicate balancing act between payments and bills on all accounts. This unauthorized deduction put me in -$473 overdraft along with overdraft fees. I authorized only one payment and I am not signed up for recurring payments. When I called Suntrust they also confirmed that I am not signed up for recurring payments. They also said that they could not draft extra unauthorized payments out of my checking account because my checking account is not with them. However, they have my checking account information to do so. I never have to provide this information to them in person at the branches nor online. Everytime I try to delete my checking acct info from their online system it pops back up again. This is not the first time they have taken double payments. Donna the lady I spoke with said she could not refund the charges because they made my account current. Even if I did not authorize them and although my checking account is not with them to legally be able to do so? One of the charges for the same account are 2 different amounts. The difference is one includes a late fee. So when I pointed out that I could not have possibly pressed the button twice and if so how come the amounts are not identical? She could not answer this.Desired Settlement: Refund back into my account for the unauthorized charges.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondences forwarded to us from the C FP B and the Revdex.com regarding payments to your above referenced accounts. I appreciate the opportunity to respond. Our investigation into this matter has shown that the payments made to your loan and equity line accounts on April 15, 2016 were not the result of a bank error. Our records show that, on March 28, 2016, you scheduled automatic transfers of $244.49 to your auto loan account and $119.47 to your equity line account via Online Banking, each with a payment date of April 15, 2016. On April 6, 2016, you scheduled further automatic transfers of $250.48 to your auto loan account and $119.47 to your equity line account, again via Online Banking and with payment dates of April 15, 2016. Regrettably, we are unable to reverse these payments because doing so would make each of the accounts past due. Ms. [redacted], I understand this is not the resolution you were seeking from SunTrust and regret any difficulty this situation may cause. Should you have any additional questions or concerns regarding your account, please do not hesitate t o contact us via your Online Banking Profile or call us at 800.SUNTRUST (800. 786.8787). A representative will be glad to assist you. Sincerely, Seth A. M[redacted] Officer Client Adv ocacy Management Office

This place is HORRIBLE. I signed up for SunTrust last month because this nice young gentleman was doing a promotion, and I had been looking for a local branch as I work about an hour from my CU. Well, that was the biggest mistake of my life. First, he promised me that during the promotion, if I deposit 500.00 into the account they would give me an additional 100.00 a month. So I made an opening deposit of 500.00 that day and was assured that I would be getting back 100.00. Well guess what, along with all of the other problems that I have encountered with this bank, I was told I did not qualify for the 100.00. But that's not all. I was also promised free checks, but guess what, those weren't free either, I had to pay damn near 20.00 in shipping costs!! Oh wait, there is more. My account is somehow magically overdrawn! I pulled my banking statement from online and it shows that overdraft fees were applied to the account when there was clearly money in the account to cover the fees!! When I went to the branch, they were not sympathetic for their mistake at all and went on to say that they couldn't do anything for me. So I called, and then was told that they could not do anything about it. this is a load of bull!!!! Your mistake and you need to fix it!!!

Review: I am in the process of closing on a house and need to wire the money from Suntrust. It has been the worst experience I have ever had with a company. My conversations with Suntrust started over a month ago, when I let my local branch know that I planned on depositing large sums of money into my Suntrust account and was making sure that I could do the wire quickly. All the Suntrust employees I spoke with told me that I could do this, and I reminded them that I was in Colorado and would be doing this all online/over the phone. There assured me that it was fine. When the time to close and transfer the funds actually came around, I called Suntrust to do it, and was told that I would not be able to do this over the phone and I needed to be in person. When I reminded them that I was in Colorado and could not go to my home branch in Virginia, they told me to contact my home branch to request a pin that would allow me to transfer the funds. Speaking with the General Manager, Monica Selvy, at my home branch in Springfield VA, was horrible. She was very aggressive with me and yelled at me over the phone, saying that she would not help me at all. Meanwhile, my mother walked into the branch to see if there was any way she could figure things out, and Monica was suddenly willing to look into the matter. I contacted another branch to see if they would be more helpful. They could not give me access to a pin unless I went there in person. Since I am in Colorado, I asked about granting my mother power of attorney so that she could wire the funds. Again, they said this would be fine. I spent over $80 at [redacted] just to overnight the power of attorney document to my mother, as my deadline to close on the house was rapidly approaching. When my mother showed up at the branch with the document, Suntrust then told her that they would be unable to accept the document. I now had to buy a plane ticket of more than $1,000 just to travel home at the last minute and do this in person.Desired Settlement: If I had known from the start that this would not be possible, this all could have been avoided. Suntrust was not transparent about this at all at any point, nor were they the least bit helpful in my situation. I put my house in jeopardy as the sellers were unsure whether I could get the money. If Suntrust at least told me that this was their policy from the start and I needed to be in person to do it, I could have arranged a flight at an earlier time and saved money. Not only that, both me and my mother had to take off from work in order to handle these matters, and it caused a lot of stress on both of us. I am disgusted at the lies and lack of help I have received from Suntrust. I demand compensation for the plane ticket and [redacted] document, as this all could have been avoided if Suntrust was transparent.

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.