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BBB Accredited Business since

SunTrust Bank

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Phone: (888) 786-8787 View Additional Phone Numbers 919 E Main St, Richmond, VA 23219 http://www.suntrust.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that SunTrust Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for SunTrust Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 857 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

857 complaints closed with BBB in last 3 years | 357 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 301
Delivery Issues 17
Guarantee/Warranty Issues 6
Problems with Product/Service 503
Total Closed Complaints 857

Customer Reviews Summary Read customer reviews

22 Customer Reviews on SunTrust Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 21
Total Customer Reviews 22

Additional Information

BBB file opened: July 10, 1967 Business started: 12/08/1865
Type of Entity

Corporation

Business Management
Mr. Eric Mann, Virginia Division Sales & Marketing Manager
Contact Information
Principal: Executive Services
Business Category

Banks Commercial Banking (NAICS: 522110)

Alternate Business Names
SunTrust

Customer Review Rating plus BBB Rating Summary

SunTrust Bank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 919 E Main St

    Richmond, VA 23219

  • P. O. Box 26665

    Richmond, VA 23261 (804) 782-5421 (804) 782-7312 (804) 287-9000 (800) 368-7700 (804) 270-8047 (804) 320-9099 (804) 782-5000 (800) 273-7827 (804) 291-0740 (804) 782-5498 (800) 634-7928

  • P.O. Box 85160

    Richmond, VA 23285

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Crain Hwy SW

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    10000 Baltimore National Pike

    Ellicott City, MD 21042

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 Reisterstown Road

    Pikesville, MD 21208

  • THIS LOCATION IS NOT BBB ACCREDITED

    10335reisterstown Road

    Owings Mills, MD 21117

  • THIS LOCATION IS NOT BBB ACCREDITED

    1037-1039 Light Street

    Baltimore, MD 21230

  • THIS LOCATION IS NOT BBB ACCREDITED

    111 Orville Road

    Baltimore, MD 21221

  • THIS LOCATION IS NOT BBB ACCREDITED

    11323 Fingerboard Road

    Monrovia, MD 21770

  • THIS LOCATION IS NOT BBB ACCREDITED

    1163 Md Rt. 3 North

    Gambrills, MD 21054

  • THIS LOCATION IS NOT BBB ACCREDITED

    11704 Reisterstown Road

    Reisterstown, MD 21136

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 E. Baltimore Street, 25th Floor

    Baltimore, MD 21202

  • THIS LOCATION IS NOT BBB ACCREDITED

    1209 N Charles St

    Baltimore, MD 21201

  • THIS LOCATION IS NOT BBB ACCREDITED

    12254 Tullamore Road

    Timonium, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    124 Shawan Road

    Cockeysville, MD 21030

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401-a Pulaski Highway

    Edgewood, MD 21040

  • THIS LOCATION IS NOT BBB ACCREDITED

    1406 Merritt Blvd

    Dundalk, MD 21222

  • THIS LOCATION IS NOT BBB ACCREDITED

    14300 Jarrettsville Pike

    Phoenix, MD 21131

  • THIS LOCATION IS NOT BBB ACCREDITED

    1451 Ritchie Highway

    Arnold, MD 21012

  • THIS LOCATION IS NOT BBB ACCREDITED

    152 Main St.

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1608 East Joppa Road

    Baltimore, MD 21286

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 Rosemont Ave

    Frederick, MD 21701

  • THIS LOCATION IS NOT BBB ACCREDITED

    1704 Reisterstown Road

    Pikesville, MD 21208

  • THIS LOCATION IS NOT BBB ACCREDITED

    1925 Main Street

    Chester, MD 21619

  • THIS LOCATION IS NOT BBB ACCREDITED

    1966 Greenspring Dr # 505

    Lutherville Timonium, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 N Market St

    Frederick, MD 21701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2122 Generals Hwy

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    221 South Main St.

    Bel Air, MD 21014

  • THIS LOCATION IS NOT BBB ACCREDITED

    2350 Solomans Island Road

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    2400 Boston Street, Ste 110

    Baltimore, MD 21224

  • THIS LOCATION IS NOT BBB ACCREDITED

    2635 Housley Road

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    2644 Chapel Lake Drive

    Gambrills, MD 21054

  • THIS LOCATION IS NOT BBB ACCREDITED

    2825 Smith Ave

    Baltimore, MD 21209

  • THIS LOCATION IS NOT BBB ACCREDITED

    2912 Emmorton Road

    Abingdon, MD 21009

  • THIS LOCATION IS NOT BBB ACCREDITED

    30 North Harrison St.

    Easton, MD 21601

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 W Carroll St

    Salisbury, MD 21801

  • THIS LOCATION IS NOT BBB ACCREDITED

    337 E. Ridgeville Boulevard

    Mount Airy, MD 21771

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 Academy St

    Cambridge, MD 21613

  • THIS LOCATION IS NOT BBB ACCREDITED

    4211 Mountain Road

    Pasadena, MD 21122

  • THIS LOCATION IS NOT BBB ACCREDITED

    444 Western Maryland College Drive

    Westminster, MD 21158

  • THIS LOCATION IS NOT BBB ACCREDITED

    52 West Central Ave

    Edgewater, MD 21037

  • THIS LOCATION IS NOT BBB ACCREDITED

    5260 Campbell Boulevard

    Baltimore, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 Benfield Road

    Severna Park, MD 21146

  • THIS LOCATION IS NOT BBB ACCREDITED

    5660 Baltimore National Pike

    Baltimore, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    566B Ritchie Hwy

    Severna Park, MD 21146

  • THIS LOCATION IS NOT BBB ACCREDITED

    5702 Coastal Hwy

    Ocean City, MD 21842

  • THIS LOCATION IS NOT BBB ACCREDITED

    611 Washington Ave.

    Chestertown, MD 21620

  • THIS LOCATION IS NOT BBB ACCREDITED

    612 Frederick Road

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    627 York Road

    Towson, MD 21204

  • THIS LOCATION IS NOT BBB ACCREDITED

    6470 Freetown Road

    Columbia, MD 21044

  • THIS LOCATION IS NOT BBB ACCREDITED

    6520 Eastern Ave.

    Baltimore, MD 21224

  • THIS LOCATION IS NOT BBB ACCREDITED

    7405 Maple Lawn Blvd

    Fulton, MD 20759

  • THIS LOCATION IS NOT BBB ACCREDITED

    747 Baltimore Blvd

    Westminster, MD 21157

  • THIS LOCATION IS NOT BBB ACCREDITED

    7643 Arundel Mills Blvd

    Hanover, MD 21076

  • THIS LOCATION IS NOT BBB ACCREDITED

    7699 Harford Road

    Parkville, MD 21234

  • THIS LOCATION IS NOT BBB ACCREDITED

    8200 Snowden River Parkway

    Columbia, MD 21046

  • THIS LOCATION IS NOT BBB ACCREDITED

    8704 Belair Road

    Baltimore, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    8858 Waltham Woods Drive

    Baltimore, MD 21234

  • THIS LOCATION IS NOT BBB ACCREDITED

    9080 Baltimore Nat'l Pike

    Ellicott City, MD 21042

  • THIS LOCATION IS NOT BBB ACCREDITED

    929 West 36th St.

    Baltimore, MD 21211

  • THIS LOCATION IS NOT BBB ACCREDITED

    9701 York Road

    Cockeysville, MD 21030

  • THIS LOCATION IS NOT BBB ACCREDITED

    Harundale Plaze 7750
    Governor Ritchie Highway

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 6600

    Hagerstown, MD 21741

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 791144

    Baltimore, MD 21279

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 791278

    Baltimore, MD 21279

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 791144

    Baltimore, MD 21279

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 791278

    Baltimore, MD 21279

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 6600

    Hagerstown, MD 21741

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Corporate Pl

    Rocky Hill, CT 06067

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Corporate Pl

    Rocky Hill, CT 06067

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Interchange Plaza

    Cranbury, NJ 08512

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 route 46 west

    Mountain lakes, NJ 07046

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 452

    Little Falls, NJ 07424

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 452

    Little Falls, NJ 07424

  • THIS LOCATION IS NOT BBB ACCREDITED

    1250 U ST NW

    Washington, DC 20009

  • THIS LOCATION IS NOT BBB ACCREDITED

    7617 Little River Turnpike Suite 220

    Annandale, VA 22003

  • THIS LOCATION IS NOT BBB ACCREDITED

    463 Ohio Pike

    Cincinnati, OH 45255

  • THIS LOCATION IS NOT BBB ACCREDITED

    525 W Fifth Street
    Suite 334

    Covington, KY 41011

  • THIS LOCATION IS NOT BBB ACCREDITED

    6813 Harrison Avenue

    Cincinnati, OH 45247

  • THIS LOCATION IS NOT BBB ACCREDITED

    9825 Kenwood Road
    Suite 202

    Cincinnati, OH 45242

  • THIS LOCATION IS NOT BBB ACCREDITED

    16 Lockerbie Dr

    Valparaiso, IN 46385

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Flagler Plaza Drive

    Palm Coast, FL 32137

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Sawgrass Corners Dr

    Ponte Vedra Beach, FL 32082

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 W Parker St

    Baxley, GA 31513

  • THIS LOCATION IS NOT BBB ACCREDITED

    11406 San Jose Blvd.

    Jacksonville, FL 32223

  • THIS LOCATION IS NOT BBB ACCREDITED

    11900 Atlantic Blvd.

    Jacksonville, FL 32225

  • THIS LOCATION IS NOT BBB ACCREDITED

    13060 Abercorn St

    Savannah, GA 31419

  • THIS LOCATION IS NOT BBB ACCREDITED

    140 Pooler Pkwy

    Pooler, GA 31322

  • THIS LOCATION IS NOT BBB ACCREDITED

    1505 County Road 220

    Fleming Island, FL 32003

  • THIS LOCATION IS NOT BBB ACCREDITED

    1562 cristobal drive

    tallahassee , FL 32303

  • THIS LOCATION IS NOT BBB ACCREDITED

    175 S. Bacon St.

    Jesup, GA 31545

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 US Highway 1 South

    Saint Augustine, FL 32084

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 W Forsyth St

    Jacksonville, FL 32231

  • THIS LOCATION IS NOT BBB ACCREDITED

    2010 Apalachee Pkwy.

    Tallahassee, FL 32399

  • THIS LOCATION IS NOT BBB ACCREDITED

    215 South Monroe St., Suite 120

    Tallahassee, FL 32303

  • THIS LOCATION IS NOT BBB ACCREDITED

    344 Monument Road

    Jacksonville, FL 32225

  • THIS LOCATION IS NOT BBB ACCREDITED

    3522 Thomasville Road

    Tallahassee, FL 32308

  • THIS LOCATION IS NOT BBB ACCREDITED

    3575 Blairstone Rd.

    Tallahassee, FL 32301

  • THIS LOCATION IS NOT BBB ACCREDITED

    4021 Lagniappe Way

    Tallahassee, FL 32309

  • THIS LOCATION IS NOT BBB ACCREDITED

    4410 Altama Ave

    Brunswick, GA 31520

  • THIS LOCATION IS NOT BBB ACCREDITED

    5303 SW 91st Dr

    Gainesville, FL 32608

  • THIS LOCATION IS NOT BBB ACCREDITED

    5303 SW 91st Drive

    Gainesville, FL 32608

  • THIS LOCATION IS NOT BBB ACCREDITED

    617 Stephenson Avenue, Suite 103

    Savannah, GA 31405

  • THIS LOCATION IS NOT BBB ACCREDITED

    770 Lane Avenue South

    Jacksonville, FL 32205

  • THIS LOCATION IS NOT BBB ACCREDITED

    Northeast Florida and the Southeast Atlantic Locations

    Jacksonville, FL 32207

  • THIS LOCATION IS NOT BBB ACCREDITED

    5303 SW 91st Drive

    Gainesville, FL 32608

  • THIS LOCATION IS NOT BBB ACCREDITED

    13060 Abercorn St

    Savannah, GA 31419

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 W Parker St

    Baxley, GA 31513

  • THIS LOCATION IS NOT BBB ACCREDITED

    4410 Altama Ave

    Brunswick, GA 31520

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 8668

    Savannah, GA 31412

  • THIS LOCATION IS NOT BBB ACCREDITED

    140 Pooler Pkwy

    Pooler, GA 31322

  • THIS LOCATION IS NOT BBB ACCREDITED

    DERENNE

    Savannah, GA 31405

  • THIS LOCATION IS NOT BBB ACCREDITED

    617 Stephenson Avenue, Suite 103

    Savannah, GA 31405

  • THIS LOCATION IS NOT BBB ACCREDITED

    2010 Apalachee Pkwy.

    Tallahassee, FL 32399

  • THIS LOCATION IS NOT BBB ACCREDITED

    215 S Monroe St.

    Tallahassee, FL 32301

  • THIS LOCATION IS NOT BBB ACCREDITED

    160 Weaver Blvd.

    Weaverville, NC 28787

  • THIS LOCATION IS NOT BBB ACCREDITED

    160 Weaver Blvd.

    Weaverville, NC 28787

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Highway 9

    Black Mountain, NC 28711

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Highway 9

    Black Mountain, NC 28711

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 South Main Street

    Hendersonville, NC 28792

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 South Main Street

    Hendersonville, NC 28792

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Haywood Rd.

    Asheville, NC 28806

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Haywood Rd.

    Asheville, NC 28806

  • THIS LOCATION IS NOT BBB ACCREDITED

    711 Merrimon Avenue

    Asheville, NC 28804

  • THIS LOCATION IS NOT BBB ACCREDITED

    711 Merrimon Avenue

    Asheville, NC 28804

  • THIS LOCATION IS NOT BBB ACCREDITED

    771Tunnel Road

    Asheville, NC 28805

  • THIS LOCATION IS NOT BBB ACCREDITED

    771Tunnel Road

    Asheville, NC 28805

  • THIS LOCATION IS NOT BBB ACCREDITED

    820 Executive Park

    Asheville, NC 28801

  • THIS LOCATION IS NOT BBB ACCREDITED

    820 Executive Park

    Asheville, NC 28801

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 North Green Street

    Morganton, NC 28655

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 North Green Street

    Morganton, NC 28655

  • THIS LOCATION IS NOT BBB ACCREDITED

    7525 Roswell Rd

    Atlanta, GA 30350

  • THIS LOCATION IS NOT BBB ACCREDITED

    3150 Mcginnis Ferry Rd

    Alpharetta, GA 30004

  • 3150 Mcginnis Ferry Rd

    Alpharetta, GA 30004

  • 3700 Roswell Rd Ne

    Atlanta, GA 30342

  • 7525 Roswell Rd

    Atlanta, GA 30350

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 Colonnade Pkwy # 175

    Birmingham, AL 35243

  • THIS LOCATION IS NOT BBB ACCREDITED

    345 W John St

    Matthews, NC 28105

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 East 2nd Ave

    Rome, GA 30161

  • THIS LOCATION IS NOT BBB ACCREDITED

    4323 Ringgold Road

    Chattanooga, TN 37412

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 970

    Blue Ridge, GA 30513

  • THIS LOCATION IS NOT BBB ACCREDITED

    2401 Shorter Avenue

    Rome, GA 30165

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 West Belmont Dr. SW

    Calhoun, GA 30701

  • THIS LOCATION IS NOT BBB ACCREDITED

    6121 Shallowford Road Suite 103

    Chattanooga, TN 37421

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Browns Ferry Road

    Chattanooga, TN 37419

  • THIS LOCATION IS NOT BBB ACCREDITED

    1051 Ashland Terrace

    Chattanooga, TN 37415

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 W 10th St

    Chattanooga, TN 37402

  • THIS LOCATION IS NOT BBB ACCREDITED

    11150 Dayton Pike

    Soddy Daisy, TN 37379

  • THIS LOCATION IS NOT BBB ACCREDITED

    1301 Taft Highway

    Signal Mountain, TN 37377

  • THIS LOCATION IS NOT BBB ACCREDITED

    1969 Northpoint Boulevard

    Hixson, TN 37343

  • THIS LOCATION IS NOT BBB ACCREDITED

    2201 East 3rd Street

    Chattanooga, TN 37404

  • THIS LOCATION IS NOT BBB ACCREDITED

    2801 East 48th Street

    Chattanooga, TN 37407

  • THIS LOCATION IS NOT BBB ACCREDITED

    3513 Dayton Boulevard

    Chattanooga, TN 37415

  • THIS LOCATION IS NOT BBB ACCREDITED

    3535 Brainerd Road

    Chattanooga, TN 37411

  • THIS LOCATION IS NOT BBB ACCREDITED

    3734 St. Elmo Avenue

    Chattanooga, TN 37409

  • THIS LOCATION IS NOT BBB ACCREDITED

    4323 Ringgold Road

    Chattanooga, TN 37412

  • THIS LOCATION IS NOT BBB ACCREDITED

    4614 Highway 58

    Chattanooga, TN 37416

  • THIS LOCATION IS NOT BBB ACCREDITED

    5450 Highway 153

    Hixson, TN 37343

  • THIS LOCATION IS NOT BBB ACCREDITED

    61 North Market Street

    Chattanooga, TN 37405

  • THIS LOCATION IS NOT BBB ACCREDITED

    7001 Lee Highway

    Chattanooga, TN 37421

  • THIS LOCATION IS NOT BBB ACCREDITED

    736 Market St Bldg 1

    Chattanooga, TN 37402

  • THIS LOCATION IS NOT BBB ACCREDITED

    808 Scenic Highway

    Chattanooga, TN 37409

  • THIS LOCATION IS NOT BBB ACCREDITED

    8171 East Brainerd Road

    Chattanooga, TN 37421

  • THIS LOCATION IS NOT BBB ACCREDITED

    9408 Apison Pike

    Cleveland, TN 37311

  • THIS LOCATION IS NOT BBB ACCREDITED

    9627 Dayton Pike

    Soddy Daisy, TN 37379

  • 301 Church St

    Lagrange, GA 30240

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 North Isabella Street

    Sylvester, GA 31791

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 467

    Sylvester, GA 31791

  • THIS LOCATION IS NOT BBB ACCREDITED

    410 Broad Avenue

    Albany, GA 31701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2409 Dawson Rd

    Albany, GA 31702

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 S. Mock Road

    Albany, GA 31705

  • THIS LOCATION IS NOT BBB ACCREDITED

    JA-Albany-0504 P.O. Box 1247

    Albany, GA 31702

  • 1246 1st Ave

    Columbus, GA 31901

  • 5435 Woodruff Farm Rd

    Columbus, GA 31907

  • PO Box 431

    Columbus, GA 31902

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 John Howard Way

    Tifton , GA 31794

  • THIS LOCATION IS NOT BBB ACCREDITED

    710 N Westover Blvd

    Albany, GA 31707

  • THIS LOCATION IS NOT BBB ACCREDITED

    710 N Westover Blvd

    Albany, GA 31707

  • THIS LOCATION IS NOT BBB ACCREDITED

    628 Green Valley Rd.

    Greensboro, NC 27408

  • THIS LOCATION IS NOT BBB ACCREDITED

    3227 Battleground Ave.

    Greensboro, NC 27408

  • THIS LOCATION IS NOT BBB ACCREDITED

    272 N Fayetteville St

    Asheboro, NC 27203

  • 201 S Court St

    Florence, AL 35630

  • 1411 Woodward Ave

    Muscle Shoals, AL 35661

  • 402 Cox Creek Pkwy

    Florence, AL 35630

  • 3509 Cloverdale Rd

    Florence, AL 35633

  • 300 Highway 43

    Killen, AL 35645

  • THIS LOCATION IS NOT BBB ACCREDITED

    10900 Parkside Drive

    Knoxville, TN 37922

  • THIS LOCATION IS NOT BBB ACCREDITED

    1107 N. Hall Road

    Alcoa, TN 37701

  • THIS LOCATION IS NOT BBB ACCREDITED

    1110 Charles G. Seivers Boulevard

    Clinton, TN 37716

  • THIS LOCATION IS NOT BBB ACCREDITED

    11441 Kingston Pike

    Knoxville, TN 37922

  • THIS LOCATION IS NOT BBB ACCREDITED

    1188 Oak Ridge Turnpike

    Oak Ridge, TN 37830

  • THIS LOCATION IS NOT BBB ACCREDITED

    128 N. Northshore Drive

    Knoxville, TN 37919

  • THIS LOCATION IS NOT BBB ACCREDITED

    1804 W. Broadway

    Maryville, TN 37803

  • THIS LOCATION IS NOT BBB ACCREDITED

    1806 W. Market Street

    Johnson City, TN 37604

  • THIS LOCATION IS NOT BBB ACCREDITED

    2060 Ft. Henry Drive

    Kingsport, TN 37664

  • THIS LOCATION IS NOT BBB ACCREDITED

    207 Mockingbird Lane

    Johnson City, TN 37604

  • THIS LOCATION IS NOT BBB ACCREDITED

    2075 N. Broadway

    Knoxville, TN 37917

  • THIS LOCATION IS NOT BBB ACCREDITED

    2240 E. Morris Boulevard

    Morristown, TN 37813

  • THIS LOCATION IS NOT BBB ACCREDITED

    244 Andrew Johnson Highway

    Knoxville, TN 37924

  • THIS LOCATION IS NOT BBB ACCREDITED

    244 S. Hall Road

    Alcoa, TN 37701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2850 W. Andrew Johnson Highway

    Morristown, TN 37814

  • THIS LOCATION IS NOT BBB ACCREDITED

    2915 Tazewell Pike

    Knoxville, TN 37918

  • THIS LOCATION IS NOT BBB ACCREDITED

    3051 Kinzel Way

    Knoxville, TN 37924

  • THIS LOCATION IS NOT BBB ACCREDITED

    320 N. Cedar Bluff Road

    Knoxville, TN 37923

  • THIS LOCATION IS NOT BBB ACCREDITED

    3325 Parkway

    Pigeon Forge, TN 37863

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 W. Main Street

    Morristown, TN 37814

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 E. Jackson Boulevard

    Jonesborough, TN 37659

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 Roy Martin Road

    Gray, TN 37615

  • THIS LOCATION IS NOT BBB ACCREDITED

    418 Wharf Street

    Loudon, TN 37774

  • THIS LOCATION IS NOT BBB ACCREDITED

    4233 W. Stone Drive

    Kingsport, TN 37660

  • THIS LOCATION IS NOT BBB ACCREDITED

    426 W. Walnut Street

    Johnson City, TN 37604

  • THIS LOCATION IS NOT BBB ACCREDITED

    4345 Ft. Henry Drive

    Kingsport, TN 37663

  • THIS LOCATION IS NOT BBB ACCREDITED

    4918 Kingston Pike

    Knoxville, TN 37920

  • THIS LOCATION IS NOT BBB ACCREDITED

    506 S. Main Street

    Lake City, TN 37769

  • THIS LOCATION IS NOT BBB ACCREDITED

    530 Highway 321 North

    Lenoir City, TN 37771

  • THIS LOCATION IS NOT BBB ACCREDITED

    5716 W. Andrew Johnson Highway

    Morristown, TN 37814

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Broadway

    Johnson City, TN 37601

  • THIS LOCATION IS NOT BBB ACCREDITED

    601 Dolly Parton Parkway

    Sevierville, TN 37862

  • THIS LOCATION IS NOT BBB ACCREDITED

    6632 Clinton Highway

    Knoxville, TN 37912

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 E. Hill Avenue

    Knoxville, TN 37915

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Merchants Drive

    Knoxville, TN 37912

  • THIS LOCATION IS NOT BBB ACCREDITED

    730 Watkins Road

    Maryville, TN 37801

  • THIS LOCATION IS NOT BBB ACCREDITED

    7302 Maynardville Highway

    Knoxville, TN 37938

  • THIS LOCATION IS NOT BBB ACCREDITED

    7426 Chapman Highway

    Knoxville, TN 37920

  • THIS LOCATION IS NOT BBB ACCREDITED

    7610 Gleason Drive

    Knoxville, TN 37919

  • THIS LOCATION IS NOT BBB ACCREDITED

    9541 S. Northshore Drive

    Knoxville, TN 37922

  • THIS LOCATION IS NOT BBB ACCREDITED

    9950 Kingston Pike

    Knoxville, TN 37922

  • THIS LOCATION IS NOT BBB ACCREDITED

    1136 N. Germantown Pkwy.

    Cordova, TN 38018

  • THIS LOCATION IS NOT BBB ACCREDITED

    115 Block St

    Marion, AR 72364

  • THIS LOCATION IS NOT BBB ACCREDITED

    11635 Hwy 70

    Arlington, TN 38002

  • THIS LOCATION IS NOT BBB ACCREDITED

    1175 W Poplar Ave

    Collierville, TN 38017

  • THIS LOCATION IS NOT BBB ACCREDITED

    1230 N Houston Levee Rd

    Cordova, TN 38018

  • THIS LOCATION IS NOT BBB ACCREDITED

    125 W Broadway

    West Memphis, AR 72301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1366 Poplar Ave

    Memphis, TN 38104

  • THIS LOCATION IS NOT BBB ACCREDITED

    1895 Union Ave.

    Memphis, TN 38104

  • THIS LOCATION IS NOT BBB ACCREDITED

    2130 Exeter Rd

    Germantown, TN 38138

  • THIS LOCATION IS NOT BBB ACCREDITED

    252 New Byhalia Rd

    Collierville, TN 38017

  • THIS LOCATION IS NOT BBB ACCREDITED

    2632 Frayser Blvd.

    Memphis, TN 38127

  • THIS LOCATION IS NOT BBB ACCREDITED

    2835 Kirby Rd

    Memphis, TN 38119

  • THIS LOCATION IS NOT BBB ACCREDITED

    2926 Lamar Ave

    Memphis, TN 38114

  • THIS LOCATION IS NOT BBB ACCREDITED

    3095 Goodman Rd

    Southaven, MS 38672

  • THIS LOCATION IS NOT BBB ACCREDITED

    3338 Elvis Presley Blvd.

    Memphis, TN 38116

  • THIS LOCATION IS NOT BBB ACCREDITED

    3441 Poplar Ave.

    Memphis, TN 38111

  • THIS LOCATION IS NOT BBB ACCREDITED

    3550 Austin Peay Hwy.

    Memphis, TN 38128

  • THIS LOCATION IS NOT BBB ACCREDITED

    3585 Hacks Cross Rd

    Memphis, TN 38125

  • THIS LOCATION IS NOT BBB ACCREDITED

    3685 Houston Levee Rd

    Collierville, TN 38017

  • THIS LOCATION IS NOT BBB ACCREDITED

    4264 Summer Ave

    Memphis, TN 38122

  • THIS LOCATION IS NOT BBB ACCREDITED

    464 Perkins Rd Ext

    Memphis, TN 38117

  • THIS LOCATION IS NOT BBB ACCREDITED

    4700 Knight Arnold

    Memphis, TN 38118

  • THIS LOCATION IS NOT BBB ACCREDITED

    4770 Riverdale Rd

    Memphis, TN 38141

  • THIS LOCATION IS NOT BBB ACCREDITED

    4770 Riverdale Rd

    Memphis, TN 38141

  • THIS LOCATION IS NOT BBB ACCREDITED

    4770 S Germantown Rd Ext.

    Memphis, TN 38115

  • THIS LOCATION IS NOT BBB ACCREDITED

    5049 Summer Ave.

    Memphis, TN 38122

  • THIS LOCATION IS NOT BBB ACCREDITED

    5350 Poplar Ave

    Memphis, TN 38119

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 S Mendenhall Rd

    Memphis, TN 38117

  • THIS LOCATION IS NOT BBB ACCREDITED

    6633 Stage Rd.

    Bartlett, TN 38134

  • THIS LOCATION IS NOT BBB ACCREDITED

    6660 Poplar Ave

    Memphis, TN 38138

  • THIS LOCATION IS NOT BBB ACCREDITED

    676 Germantown Rd

    Cordova, TN 38018

  • THIS LOCATION IS NOT BBB ACCREDITED

    7251 Interstate Blvd

    Horn Lake, MS 38637

  • THIS LOCATION IS NOT BBB ACCREDITED

    7427 Goodman Rd

    Olive Branch, MS 38654

  • THIS LOCATION IS NOT BBB ACCREDITED

    7770 Poplar Ave

    Germantown, TN 38138

  • THIS LOCATION IS NOT BBB ACCREDITED

    798 W Service Rd
    Wal Mart

    West Memphis, AR 72301

  • THIS LOCATION IS NOT BBB ACCREDITED

    9050 Highway 64

    Arlington, TN 38002

  • THIS LOCATION IS NOT BBB ACCREDITED

    9407 Poplar Ave

    Germantown, TN 38138

  • THIS LOCATION IS NOT BBB ACCREDITED

    990 College Park Dr #105

    Memphis, TN 38126

  • THIS LOCATION IS NOT BBB ACCREDITED

    999 S Shady Grove Rd #208

    Memphis, TN 38120

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Commerce Square

    Memphis, TN 38150

  • 104 Heritage Park Drive

    Murfreesboro, TN 37129

  • 189 South Lowry Street

    Smyrna, TN 37167

  • 201 E Main St

    Murfreesboro, TN 37130

  • 2509 Murfreesboro Pike

    Nashville, TN 37217

  • 551 Sam Ridley Parway W.

    Smyrna, TN 37167

  • 201 E Main St

    Murfreesboro, TN 37130

  • THIS LOCATION IS NOT BBB ACCREDITED

    1575 Lemon Farris Road

    Cookeville, TN 38506

  • THIS LOCATION IS NOT BBB ACCREDITED

    4929 Main St. Spring Hill, TN

    Spring Hill, TN 37174

  • THIS LOCATION IS NOT BBB ACCREDITED

    5030 Thoroughbred Lane

    Brentwood, TN 37027

  • THIS LOCATION IS NOT BBB ACCREDITED

    912 Kathleen Dr. Lot 4

    Pulaski, TN 38478

  • 1660 Armory Dr

    Franklin, VA 23851

  • 2155 Coliseum Dr

    Hampton, VA 23666

  • THIS LOCATION IS NOT BBB ACCREDITED

    2155 Coliseum Dr

    Hampton, VA 23666

  • 111 N Corcoran St

    Durham, NC 27701

  • 121 W Franklin St

    Chapel Hill, NC 27516

  • 1273 NW Maynard Rd

    Cary, NC 27513

  • 140 Main St

    Oxford, NC 27565

  • 1414 Raleigh Rd Ste 100

    Chapel Hill, NC 27517

  • 14460 New Falls of Neuse Rd
    Wakefield Commons, Ste 165

    Raleigh, NC 27614

  • 1802 N Pointe Dr

    Durham, NC 27705

  • 1821 Hillandale Rd

    Durham, NC 27705

  • 208 N Arendell Ave

    Zebulon, NC 27597

  • 2080 Kildaire Farm Rd

    Cary, NC 27511

  • 2100 W Cumberland St

    Dunn, NC 28334

  • 237 NC Hwy 54

    Durham, NC 27713

  • 260 S Churton St

    Hillsborough, NC 27278

  • 2680 Timber Dr

    Garner, NC 27529

  • 3457 Hillsborough Rd

    Durham, NC 27705

  • 3620 Six Forks Rd

    Raleigh, NC 27609

  • 4101 Lake Boone Trl

    Raleigh, NC 27607

  • 4111 New Bern Ave Ste 101

    Raleigh, NC 27610

  • 4701 Atlantic Ave Ste 117

    Raleigh, NC 27604

  • 5116 N Roxboro St

    Durham, NC 27704

  • 600 Nc Highway 42 W

    Clayton, NC 27520

  • 6300 Creedmoor Rd Ste 150

    Raleigh, NC 27612

  • 7905 Falls of Neuse Rd

    Raleigh, NC 27615

  • 8345 Creedmoor Rd

    Raleigh, NC 27613

  • 910 Kildaire Farm Rd

    Cary, NC 27511

  • 940 US Highway 64 W

    Apex, NC 27523

  • 991 High House Rd

    Cary, NC 27513

  • Oc #28
    2323 Operations Dr

    Durham, NC 27705

  • PO Box 1846

    Durham, NC 27702

  • PO Box 30057

    Durham, NC 27702

  • PO Box 931
    Nc-durham-7009

    Durham, NC 27702

  • 10 Franklin Road, SE

    Roanoke, VA 24011

  • 115 W Main Street

    Bedford , VA 24523

  • 4110 Brambleton Avenue

    Roanoke, VA 24018

  • 510 S. Jefferson St.

    Roanoke, VA 24011

  • P.O. Box 2867

    Roanoke, VA 24001

  • THIS LOCATION IS NOT BBB ACCREDITED

    10000 Taft St.

    Pembroke Pines, FL 33025

  • THIS LOCATION IS NOT BBB ACCREDITED

    11700 N. Kendall Drive

    Miami, FL 33176

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 NE 26th St., 2nd Floor

    Wilton Manors, FL 33305

  • THIS LOCATION IS NOT BBB ACCREDITED

    1740 W. 49th St.

    Hialeah, FL 33012

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 E. Hallandale Beach Blvd.

    Hallandale, FL 33009

  • THIS LOCATION IS NOT BBB ACCREDITED

    2570 PGA Blvd.

    Palm Beach Gardens, FL 33410

  • THIS LOCATION IS NOT BBB ACCREDITED

    302 E. Atlantic Ave.

    Delray Beach, FL 33482

  • THIS LOCATION IS NOT BBB ACCREDITED

    7777 Brickell Ave.

    Miami, FL 33131

  • THIS LOCATION IS NOT BBB ACCREDITED

    8300 SW 40th St.

    Miami, FL 33134

  • THIS LOCATION IS NOT BBB ACCREDITED

    9601 US Hwy. 1

    Sebastian, FL 32958

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 405100

    Ft Lauderdale, FL 33340

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 524184

    Miami, FL 33152

  • THIS LOCATION IS NOT BBB ACCREDITED

    10000 Taft St.

    Pembroke Pines, FL 33025

  • THIS LOCATION IS NOT BBB ACCREDITED

    11700 N Kendall Drive

    Fort Lauderdale, FL 33317

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 NE 26th St Fl 2

    Wilton Manors, FL 33305

  • THIS LOCATION IS NOT BBB ACCREDITED

    1716 Highway A1A

    Vero Beach, FL 32963

  • THIS LOCATION IS NOT BBB ACCREDITED

    1740 W. 49th St.

    Hialeah, FL 33012

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 E Hallandale Beach Blvd

    Hallandale Beach, FL 33009

  • THIS LOCATION IS NOT BBB ACCREDITED

    2570 PGA Blvd.

    Palm Beach Gardens, FL 33410

  • THIS LOCATION IS NOT BBB ACCREDITED

    302 E. Atlantic Ave.

    Delray Beach, FL 33482

  • THIS LOCATION IS NOT BBB ACCREDITED

    7777 Brickell Ave.

    Miami, FL 33131

  • THIS LOCATION IS NOT BBB ACCREDITED

    8300 SW 40th St.

    Miami, FL 33134

  • THIS LOCATION IS NOT BBB ACCREDITED

    9601 N US Highway 1

    Sebastian, FL 32958

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 405100

    Fort Lauderdale, FL 33340

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 524184

    Miami, FL 33152

  • THIS LOCATION IS NOT BBB ACCREDITED

    2140 Country Club Road

    Winston Salem, NC 27104

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 5376

    Winston Salem, NC 27113

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 South Main St

    Kernersville, NC 27284

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 S. Salisbury Avenue

    Spencer, NC 28159

  • THIS LOCATION IS NOT BBB ACCREDITED

    71 North Main Street

    Denton, NC 27239

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 128

    Denton, NC 27239

  • THIS LOCATION IS NOT BBB ACCREDITED

    507 West Innes Street

    Salisbury, NC 28144

  • THIS LOCATION IS NOT BBB ACCREDITED

    2801 Reynolda Road

    Winston Salem, NC 27106

  • THIS LOCATION IS NOT BBB ACCREDITED

    5361 US Highway 158

    Advance, NC 27006

  • THIS LOCATION IS NOT BBB ACCREDITED

    2070 Statesville Blvd.

    Salisbury , NC 28147

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 E Jackson St

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3303

    Tampa, FL 33601

  • THIS LOCATION IS NOT BBB ACCREDITED

    3100 Central Ave

    Saint Petersburg, FL 33712

  • THIS LOCATION IS NOT BBB ACCREDITED

    2500 N McMullen Booth Rd

    Clearwater, FL 33761

  • THIS LOCATION IS NOT BBB ACCREDITED

    33075 US Hwy 19 N

    Palm Harbor, FL 34684

  • THIS LOCATION IS NOT BBB ACCREDITED

    11253 N 56th St

    Tampa, FL 33617

  • THIS LOCATION IS NOT BBB ACCREDITED

    315 E Madison St

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    502 N US Highway 41

    Ruskin, FL 33570

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3303

    Tampa, FL 33601

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 Bee Ridge Rd

    Sarasota, FL 34233

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2138

    Sarasota, FL 34230

  • THIS LOCATION IS NOT BBB ACCREDITED

    4006 Commercial Way

    Spring Hill, FL 34606

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 156

    Brooksville, FL 34605

  • THIS LOCATION IS NOT BBB ACCREDITED

    31050 Cortez Blvd

    Brooksville, FL 34602

  • THIS LOCATION IS NOT BBB ACCREDITED

    N. Tamiami Trail

    Naples, FL 34120

  • THIS LOCATION IS NOT BBB ACCREDITED

    18875 S Tamiami Trl

    Fort Myers, FL 33908

  • THIS LOCATION IS NOT BBB ACCREDITED

    2123 US Highway 19

    Holiday, FL 34691

  • THIS LOCATION IS NOT BBB ACCREDITED

    11110 Causeway Blvd

    Brandon, FL 33511

  • THIS LOCATION IS NOT BBB ACCREDITED

    12098 Anderson Rd

    Tampa, FL 33624

  • THIS LOCATION IS NOT BBB ACCREDITED

    203 E Tarpon Ave

    Tarpon Springs, FL 34689

  • THIS LOCATION IS NOT BBB ACCREDITED

    13124 US Highway 301 S

    Riverview, FL 33578

  • THIS LOCATION IS NOT BBB ACCREDITED

    12101 W Linebaugh Ave

    Tampa, FL 33626

  • THIS LOCATION IS NOT BBB ACCREDITED

    2602 Jim Redman Pkwy

    Plant City, FL 33566

  • THIS LOCATION IS NOT BBB ACCREDITED

    3863 S Dale Mabry Hwy

    Tampa, FL 33611

  • THIS LOCATION IS NOT BBB ACCREDITED

    5900 N Port Blvd

    North Port, FL 34287

  • THIS LOCATION IS NOT BBB ACCREDITED

    5435 Gall Boulevard

    Zephyrhills, FL 33540

  • THIS LOCATION IS NOT BBB ACCREDITED

    1110 Homestead Rd N

    Lehigh Acres, FL 33936

  • THIS LOCATION IS NOT BBB ACCREDITED

    1424 Seven Springs Blvd

    New Port Richey, FL 34655

  • THIS LOCATION IS NOT BBB ACCREDITED

    403 W Brandon Blvd

    Brandon, FL 33511

  • THIS LOCATION IS NOT BBB ACCREDITED

    1701 E 7th Ave

    Tampa, FL 33605

  • THIS LOCATION IS NOT BBB ACCREDITED

    11104 Bloomingdale Ave

    Riverview, FL 33578

  • THIS LOCATION IS NOT BBB ACCREDITED

    545 Pine Island Rd

    North Fort Myers, FL 33903

  • THIS LOCATION IS NOT BBB ACCREDITED

    5900 Katie Ln

    Sarasota, FL 34232

  • THIS LOCATION IS NOT BBB ACCREDITED

    601 Cleveland St Ste 160

    Clearwater, FL 33755

  • THIS LOCATION IS NOT BBB ACCREDITED

    17802 Dale Mabry Hwy N

    Lutz, FL 33548

  • THIS LOCATION IS NOT BBB ACCREDITED

    17802 Van Dyke Rd

    Lutz, FL 33549

  • THIS LOCATION IS NOT BBB ACCREDITED

    9601 E Martin Luther King Jr Blvd

    Tampa, FL 33610

  • THIS LOCATION IS NOT BBB ACCREDITED

    308 N Indian Rocks Rd

    Belleair Bluffs, FL, FL 33770

  • THIS LOCATION IS NOT BBB ACCREDITED

    7405 Seminole Boulevard

    Seminole, FL 33772

  • THIS LOCATION IS NOT BBB ACCREDITED

    4066 Commercial Way

    Spring Hill, FL 34606

  • THIS LOCATION IS NOT BBB ACCREDITED

    8299 MLK Jr. Street North

    Saint Petersburg, FL 33702

  • THIS LOCATION IS NOT BBB ACCREDITED

    14490 S Palm Beach Blvd

    Fort Myers, FL 33905

  • THIS LOCATION IS NOT BBB ACCREDITED

    2356 Commercial Way

    Spring Hill, FL 34606

  • THIS LOCATION IS NOT BBB ACCREDITED

    11253 N 56th St

    Tampa, FL 33617

  • THIS LOCATION IS NOT BBB ACCREDITED

    12902 N Dale Mabry Hwy

    Tampa, FL 33618

  • THIS LOCATION IS NOT BBB ACCREDITED

    308 West Alexander Street

    Plant City, FL 33566

  • THIS LOCATION IS NOT BBB ACCREDITED

    11340 Summerlin Square Dr

    Fort Myers Beach, FL 33931

  • THIS LOCATION IS NOT BBB ACCREDITED

    825 Broadway Street

    Dunedin, FL 34698

  • THIS LOCATION IS NOT BBB ACCREDITED

    4142 6th St S

    Saint Petersburg, FL 33705

  • THIS LOCATION IS NOT BBB ACCREDITED

    6135 Exchange Way

    Bradenton, FL 34202

  • THIS LOCATION IS NOT BBB ACCREDITED

    3236 Barclay Avenue

    Brooksville, FL 34609

  • THIS LOCATION IS NOT BBB ACCREDITED

    8701 Hunters Lake Dr

    Tampa, FL 33647

  • THIS LOCATION IS NOT BBB ACCREDITED

    7694 49th St N

    Pinellas Park, FL 33781

  • THIS LOCATION IS NOT BBB ACCREDITED

    6300 Central Ave

    Saint Petersburg, FL 33707

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Fountain Pkwy N

    Saint Petersburg, FL 33716

  • THIS LOCATION IS NOT BBB ACCREDITED

    13124 Us Hwy 310

    Riverview, FL 33569

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 S Indiana Ave

    Englewood, FL 34223

  • THIS LOCATION IS NOT BBB ACCREDITED

    11353 Countryway Blvd

    Tampa, FL 33626

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Main St. Suite 200

    Columbia, SC 29201

  • THIS LOCATION IS NOT BBB ACCREDITED

    3072 N Highway 17

    Mount Pleasant, SC 29466

  • THIS LOCATION IS NOT BBB ACCREDITED

    404 Jonnie Dodds

    Mount Pleasant, SC 29464

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 North Hamilton St

    Williamston, SC 29697

  • THIS LOCATION IS NOT BBB ACCREDITED

    712 By-Pass 25 Northeast

    Greenwood, SC 29646

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 East McBee

    Greenville, SC 29602

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 1268

    Greenville, SC 29602

  • THIS LOCATION IS NOT BBB ACCREDITED

    53 Farrs Bridge Road

    Greenville , SC 29617

  • THIS LOCATION IS NOT BBB ACCREDITED

    4396 28 By Pass

    Anderson, SC 29625

  • THIS LOCATION IS NOT BBB ACCREDITED

    907 N. Main Street

    Anderson , SC 29621

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 South Pleasantburg Drive

    Greenville , SC 29607

  • THIS LOCATION IS NOT BBB ACCREDITED

    699 Fairview Road

    Simpsonville , SC 29680

  • THIS LOCATION IS NOT BBB ACCREDITED

    1439 Sandifer Blvd

    Seneca , SC 29678

  • THIS LOCATION IS NOT BBB ACCREDITED

    2600 Anderson Rd

    Greenville , SC 29611

  • THIS LOCATION IS NOT BBB ACCREDITED

    10520 Hutchinson Blvd

    Panama City Beach, FL 32407

  • THIS LOCATION IS NOT BBB ACCREDITED

    11 Hoffman Dr

    Gulf Breeze, FL 32561

  • THIS LOCATION IS NOT BBB ACCREDITED

    11843 Raintree Dr

    Panama City, FL 32404

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 W Garden St

    Pensacola, FL 32502

  • THIS LOCATION IS NOT BBB ACCREDITED

    2650 Creighton Rd
    C/O WalMart

    Pensacola, FL 32503

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 Bayou Blvd

    Pensacola, FL 32503

  • THIS LOCATION IS NOT BBB ACCREDITED

    4695 Highway 90

    Marianna, FL 32446

  • THIS LOCATION IS NOT BBB ACCREDITED

    511 W 23rd St

    Panama City, FL 32405

  • THIS LOCATION IS NOT BBB ACCREDITED

    5705 Cherry St

    Panama City, FL 32404

  • THIS LOCATION IS NOT BBB ACCREDITED

    6700 N Davis Hwy

    Pensacola, FL 32504

  • THIS LOCATION IS NOT BBB ACCREDITED

    9360 Navarre PKWY

    Navarre, FL 32566

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 510

    Pensacola, FL 32591

  • THIS LOCATION IS NOT BBB ACCREDITED

    1950 S 17th Street

    Wilmington, NC 28401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1979 Eastwood Road - Ste 100

    Wilmington, NC 28403

  • THIS LOCATION IS NOT BBB ACCREDITED

    3904 Oleander Drive

    Wilmington, NC 28403

  • THIS LOCATION IS NOT BBB ACCREDITED

    4310 Shipyard Blvd

    Wilmington, NC 28403

  • THIS LOCATION IS NOT BBB ACCREDITED

    5201 S College Road

    Wilmington, NC 28412

  • THIS LOCATION IS NOT BBB ACCREDITED

    7018 Market Street

    Wilmington, NC 28405

  • THIS LOCATION IS NOT BBB ACCREDITED

    820 S College Road

    Wilmington, NC 28403

  • THIS LOCATION IS NOT BBB ACCREDITED

    1979 Eastwood Rd STE 100

    Wilmington, NC 28403

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2988

    Omaha, NE 68103

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 S Ridgewood Ave

    Daytona, FL 32114

  • THIS LOCATION IS NOT BBB ACCREDITED

    13950 John Young Prkwy

    Orlando, FL 32837

  • THIS LOCATION IS NOT BBB ACCREDITED

    15375 US Highway 441

    Eustis, FL 32726

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 S Orange Ave TWR 6
    M C 1061

    Orlando, FL 32801

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 S. Orange Avenue,M C 2021

    orlando, FL 32801

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 Hwy 44 West

    Inverness, FL 34453

  • THIS LOCATION IS NOT BBB ACCREDITED

    253 N Orlando Ave

    Maitland, FL 32751

  • THIS LOCATION IS NOT BBB ACCREDITED

    3303 Suntree Blvd

    Melbourne, FL 32940

  • THIS LOCATION IS NOT BBB ACCREDITED

    3500 E Silver Springs Blvd.

    Ocala, FL 34478

  • THIS LOCATION IS NOT BBB ACCREDITED

    3865 S Nova Rd

    Port Orange, FL 32127

  • THIS LOCATION IS NOT BBB ACCREDITED

    415 Us Highway 441

    Lady Lake, FL 32159

  • THIS LOCATION IS NOT BBB ACCREDITED

    595 Cypress Gardens Blvd

    Winter Haven, FL 33880

  • THIS LOCATION IS NOT BBB ACCREDITED

    6101 Chancellor Dr

    Orlando, FL 32809

  • THIS LOCATION IS NOT BBB ACCREDITED

    630 North Bumby Ave

    Orlando, FL 32803

  • THIS LOCATION IS NOT BBB ACCREDITED

    7455 Chancellor Dr
    FF-Orlando-9026

    Orlando, FL 32809

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 3513

    Orlando, FL 32802

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 4986

    Orlando, FL 32802

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 620547

    Orlando, FL 32862

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 918370

    Orlando, FL 32891

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 918497

    Orlando, FL 32712

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 970553

    Orlando, FL 32897

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 630

    Daytona Beach, FL 32115

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Park Pl NE

    Atlanta, GA 63006

  • THIS LOCATION IS NOT BBB ACCREDITED

    801 Broad Street

    Augusta, GA 30903

  • 1095 Pio Nono Ave

    Macon, GA 31204

  • 1104 Gray Hwy

    Macon, GA 31211

  • 125 S Houston Lake Rd

    Warner Robins, GA 31088

  • 1903 Watson Blvd

    Warner Robins, GA 31093

  • 195 Tom Hill Sr. Blvd

    Macon, GA 31210

  • 2998 Riverside Dr

    Macon, GA 31204

  • 3201 Vineville Ave

    Macon, GA 31204

  • 3600 Mercer University Dr

    Macon, GA 31204

  • 3625 Pio Nono Ave

    Macon, GA 31206

  • 4290 Hartley Bridge Rd

    Macon, GA 31216

  • 5928 Zebulon Rd

    Macon, GA 31210

  • 606 Cherry St

    Macon, GA 31201

  • 750 Macon St., Bldg. 911

    Robins AFB, GA 31098

  • 872 Ga Hwy 96

    Warner Robins, GA 31088

  • PO Box 4248

    Macon, GA 31208

  • THIS LOCATION IS NOT BBB ACCREDITED

    3456 Wrightsboro Rd

    Augusta, GA 30909

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 N. Columbia St.

    Milledgeville, GA 31061

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 1087

    Milledgeville, GA 31061

  • THIS LOCATION IS NOT BBB ACCREDITED

    4212 Washington Rd

    Evans, GA 30809

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 North Main Street

    Saluda, SC 29138

  • THIS LOCATION IS NOT BBB ACCREDITED

    1631 Gordon Hwy Ste 31

    Augusta, GA 30906

  • THIS LOCATION IS NOT BBB ACCREDITED

    801 Broad St.

    Augusta, GA 30901

  • THIS LOCATION IS NOT BBB ACCREDITED

    1204 Timarron Ln

    Mckinney, TX 75070

  • THIS LOCATION IS NOT BBB ACCREDITED

    15770 N. Dallas Parkway, #410

    Dallas, TX 75248

  • THIS LOCATION IS NOT BBB ACCREDITED

    24422 Avenida De La Carlota #300

    Laguna Hills, CA 92653

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/3/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I feel the practices the bank uses when collected overdraft fees is predatory. Our account was overdrawn by approximately $3,000. The bank cleared the highest dollar value and most recent check number which was over $37,000 and then cleared all of the lower dollar value and older check numbers and then charged fees on the latter checks, rather than charging the fee on the 1 check which actually overdrew the account.

Desired Settlement: Refund of $570 in overdraft fee and for the bank the clear the lower dollar value checks first.

Business Response:
Re: BBB complalnt # ******** (***** ******) 

SunTrust has responded to our client but cannot share the responee with the BBB 
H no signed third party authorization was received. 

Please close this case on your records. 

4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Where do I start???? a 2 month nightmare is a good title for this..... I had over 90,000 in Suntrust banks when I started, they wouldnt allow me to remove money from ATMs, and I couldnt figure out why, so I called them and was informed that if I went anywhere I had to let them know....which is stupid, so I told them, I am traveling EXTENSIVELY and i need access to my funds when I need them, they agreed to raise my ATM and spending limit, BUT THE VERY NEXT DAY I am denied a purchase for dinner...for 29$!!!!!!!!!!! Totally embarrassing me in public in front of friends. I call them 6 times over the next 2 weeks, SIX TIMES for this same problem, them blocking my debit card, or denying purchases when I had money in my acct, and after I called them OVER AND OVER and told them do not block my card...they kept doing it, and now they have 2 pending transactions for a total of 1808 that I paid already and they have me Overdrafting in my acct when they screwed up....and now I cant touch the money I DO HAVE in my account...and they wont remove this, and they are charging me overdrafts, now another issue is, since they blocked my ATMs I had to go to cash machines/store that charged me an ADDITIONAL 38$ per 1000$....what a load of crap, so they owe me a out 600$ in those charges. PLEASE help me with this, they wont fix the problems and I can tell you now, Facebok and twitter are full of the same kind of complaints I am lodging here right now I want a refund of EVERY SINGLE INCIDENT of me having to pay extra for ATM withdrawls and using CGA services as I travel instead of just the $4 I had to pay 38-70$ PER TRANSACTION EXTRA!!!!!!!!

Desired Settlement: !I want a refund of EVERY SINGLE INCIDENT of me having to pay extra for ATM withdrawls and using CGA services as I travel instead of just the $4 I had to pay 38-70$ PER TRANSACTION EXTRA!!!!!!!! totalling 700-800$ I am screwed out of, I want them to open my account and remove these false and already paid Pending Transactions...fed up

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/25/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello my name is *** *****. My checking account number is *************. This is a joint account I share with my wife, ********* *****. I'm submitting this dispute in regards to our SunTrust ***** Debit card. In recent weeks I learned that there was a change on Jan 1st that there was a cap on the number of miles we could earn with each check card - 2000 points. We were not aware of this change or the fee change. If you look up my account, you will see that i've been on the phones numerous times trying to understand and resolve this issue. The first phone call, roughly three weeks ago, I was waiting for 40 mins for a rep and then proceeded to be transferred 3 times over another 40 minutes to hear conflicting information about the issue. What triggered the question for me was that my wife and I both got a flat 2,000 credit for March. We opened this account and spend money out of this account via our checkcard because of this ***** skymile benefit. Quickly scanning our account, we have easily spent $30K through this account. if we would have known this change would have happened, we would have made different decisions in how we spend money. This is a lot of money for us as it's my annual bonus. We do not get this type of money regularly and it has a tremendous impact on our household.

Desired Settlement: I understand changes happen with services. To resolve this issue for us, we want the ***** Skymiles awarded to us under the old system until we learned that it changed. Going forward i understand the changes. I do want to understand what are the options with our account to get it close to what we had originally. We will make the necessary changes as i'm confused about what's available due to the multiple contacts with different people thus far. Thanks.

Business Response: Dear Mr. *****: 

We have received and reviewed your correspondence forwarded 10 us from 1he BBB 
regarding the above referenced accoun1s. We appreciate the opportunity to respond. 

SunTrust's ***** SkyMlles® Debit Card Program implemented new terms and 
conditions along with a new program effective July 25, 2015, as outlined In the 
enclosed Terms and Conditions for ***** SkyMl!es® Debit Cards. The new terms and 
conditions were malled to you prior to the effective date. In addition, the limits were 
communicated again In January 2016. These changes are In accordance with the 
Program Changes & Termination section of the SkyMlles Rules & Conditions, located 
at *****.com/membergulde, which disclose that ***** and its program partners reserve 
the right to change program rules, benefits, mileage regulations and fees at any time 
without notice. 

The Included Terms and Conditions provide lnforma1lon about how SkyMlles are 
earned, what are considered qualifying purchases and the monthly cap for SunTrust 
clients who hold a Signature Advantage account and 1hose who hold other account 
types. I have also enclosed a copy of our Personal Deposit Accounts Fee Schedule, 
which provides requirements for our Signature Advan1age account This Information 
will better assist you wi1h determining what Is required for each se1 of program 1erms. 
Regrettably, we are unable to honor your request for reimbursement of SkyMlles 
under the previous terms. 

Your comments regarding the quality of service you received when Inquiring about this 
matter are very lmportant to us and were shared with the appropriate management 
team. SunTrust strives 10 provide exceptional service with each and every client 
Interaction, and we understand that we did not meet these expectations in this 
situation. For that we apologize . 

4/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have banked with Suntrust for many years. Never has a check cleared in one day. I send my mortgage check monthly to my mother so that she can deposit it into her account every 5th of the month. She deposited the check on april 5 and apparently it cleared april 5 and I was charged an over draft fee. I was due to put the money I was short into the account on april 6. When I called to see if they can help me with the over draft fee the representative said no. I was already credited a fee once before. I think this is ridiculous. If I was not going to input the money the very next day I can understand being charged the fee. I have been charge an over draft fee in the pass and have not complained because I know I am wrong,

Desired Settlement: Reverse the over draft fee.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a mobile deposit to my son's Suntrust checking from my Suntrust checking for $18 on March 12. We saw on the app that the deposit was successful. Their system shows that we began but did not finish the deposit. Therefore they charged an overdraft fee. Again, we saw on the app that the deposit was successful. The app displayed this clearly. When we asked them to remove the fee they refused saying that the account has already had a one time courtesy refund prevously. We assert that this is not a courtesy refund situation, but an error on the part of their app or mobile deposit system. Customer Service supervisor refused to refund the fee.

Desired Settlement: We would like the overdraft fee refunded.

Business Response: Please see attached response.

Business Response: Dear Mr. ******: 

We have received and reviewed the correspondence from your father that was forwarded 
to us from the BBB regarding an overdraft fee that was assessed to your above 
referenced account. Since your father Is not affiliated with your account, I am responding to 
you. 

Our records reflect that, on March 12, 2016, an attempt was made to make a mobile 
deposit to your account. However, after the oack Image was uploaded the deposit was not 
submitted, and for this reason, a deposit acknowledgement was not generated . 

We show that, on March 14, 2016, your account balance was $5.22. Debit card purchases 
from ****** ($16.90} and ****** **** ($5.53) were presented for payment and paid. 
Since there were not sufficient funds In the account to pay the Items, your account was 
assessed a $36.00 overdraft fee for each Item . Based on this information, we have 
determined that the assessed overdraft fees are valid. However, on March 15, 2016, one 
of the $36.00 fees was reversed; the other fee will remain (statement copy enclosed). 

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 (see Banking-+ 
Overview Guides and Disclosures ~ The Facts About Banking) . 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 (see Personal Banking-Checking Account Features ~ 
Overdraft Services). Instructions for signing up for Overdraft Protection and setting up 
email or mobile alerts are also found on our website. 



Mr. ******, although this may not be the answer you expected, I hope that the Information 
about avoiding overdrafts Is helpful to you. Should you have any additional questions or 
concerns regarding your account, please do not hesitate to contact us via your Online 
Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A 
representative will be glad to assist you. 

Sincerely, 

Diane E**** 
Assistant Vice President 
Client Advocacy Office 

Consumer Response:

To Whom it may concern:

We are NOT satisfied with this answer!

The prices complaint we have is this:

Their records show-

"Our records reflect that, on March 12, 2016, an attempt was made to make mobile deposit to your account. However, after the oack Image was uploaded the deposit was not submitted, and for this reason, a deposit acknowledgement was not generated."

WE DID see that the deposit was “successful” on the Sunburst app and that the deposit appeared as a pending balance in my son, *****’s account. In other words, whether their system saw it or not, a deposit acknowledgment WAS generated at least on the Sunburst app pn my son’s iPhone 5s. We contend that there was a electronic or computer error at some point in their system. We DID our part and waited until we saw the “successful” mediate before making the purchase which put this accent in the negative. Had the deposit gone through AS THE APP SAID IT DID, he would have remained in the black. We will not be satisfied until Sunburst refunds the $26 fee AND acknowledges that the error was either in the app, the network, or their system. They contend that the customer is ALWAYS WRONG.

Please let us know next step.


Thank you,
**** and ***** ******

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Concerns regarding causes for overdraft fees. Researching the Suntrust Online tool at 7 PM 04/04 reflected account charges that were posted and paid under balance. One charge at $84 was posted which would generate an overdraft fee. Expecting this overdraft I reviewed the online service 04/05 at 1PM to discover the payments were now posted in a very different order, the $84 charge was posted "before" smaller charges that cleared previous day. The online service had reorganized the order the charges were applied to the account. This caused 4 overdraft charges vice one which was expected. On 4/4 charges were posted and balance was near liquidated, on 4/5 the $84 charge posted ahead of earlier charges creating three additional overdraft fees. Called Suntrust to work out details, call was disconnected!

Desired Settlement: I would like three overdraft charges returned to my account at Suntrust. Kindest Regards, Pete Keys

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorlz.atton was received. 

Please close this case on your records. 

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Monday April 4, 2016 I was charged $36.00 times 3 for a total of $108.00 in Overdraft Fees for items that posted to my account with a pending amount taken out first causing them to not clear. I called into Suntrust 4/5/16 to speak with a representative and spoke with three different levels of employees all the way to a supervisor. All three employees explained to me over and over that the balance that shows on a consumers mobile banking or online banking is actually different then what the bank processes. Therefore that is very misleading to a consumer. The balance that was in my account yesterday showing online is actually not my balance, so how are there customers supposed to know their true balances. While I was at **** ******* yesterday I logged into my account and it said my balance was $90.00 (I know there was change but cannot remember actual amount) so I wanted to purchase other stuff while I was there and I made a transfer of funds about two minutes before I paid there. The Suntrust reps told me that the balance I showed is wrong. So when I made the transfer to cover myself it actually did not help. That is wrong in so many ways, how are consumers supposed to know the difference when looking at their balances. How the bank processes should be the way a consumer sees items. The two should not be different. As I was talking to the main supervisor my balance that I was showing was off from what she was showing so it must not be updating properly and I cannot help that.

Desired Settlement: Refund of $108.00 Overdraft Fees

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had filed a claim in the fraud prevention department to reclaim money from a fraudulent transaction. After four phone calls over the course of several months, I was told that all necessary information from my party has been received and to call again in a week to make sure it's processed. Suddenly a week later, I was notified that my claim was closed due to not receiving my requested documentation. After contacting the department manager, I was told that the case can only be reopened if I can provide proof that sent the requested document. Not only was I lied to about my claim being processed, SunTrust will only reopen my case contingent upon providing proof I had given them my documentation. Proof that I was told I wouldn't need. I am filing a complaint with the BBB to see that SunTrust doesn't promise a service it does not want to provide to its loyal customers.

Desired Settlement: I would like for SunTrust fraud department to provide its service to its customer in which it is promising. I have been hung up on and lied to by different representatives in this department for this process alone. Just reinstate my case number, or claim, as all of the requested documents have been provided as asked. The department manager currently has and admitted to receiving the requested testimony of my party for this claim.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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.

Business Response:

Consumer Response:

Business Response: Dear Ms. *****: 

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. *****, 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***** 
Officer 
Client Advocacy Office 

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a checking account with suntrust bank. I over drafted on an item that cost 1 dollar. They reorganized 2 weeks worth of purchases so that my rent payment 2 weeks prior put me almost in the nagative, then all my small purchases on a trip for gas and food and drinks over drafted me 20 times. They illegally stole 2000$ in overdraft fees from me and when I explained to my banker their fraud she told me she was not willing to help. It has caused me severe distress emotionally and financially. That practice of reorganizing purchases to give them fraudulent amounts of overdraft fees is now illegal and morally reprehensible. I will fight them until I receive MY 2000$ plus interest and damages caused. I will begin a social media attack on suntrust and file a lawsuit.

Desired Settlement: I want my stolen money back that they fraudulently and illegally stole from my account plus interest and damages which I calculate to 5,000$.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/20/2016 Billing/Collection Issues
4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Either they dispute the charge or refund the overdraft fee for the charge that I did not authorize.

Business Response:
SunTrust haa responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We established a bank account with Suntrust in approx 2009. In 2014, we moved from Maryland to NY. As there are no Suntrust branches in NY, we recently closed out this account. After a lengthy delay, Suntrust finally sent us a check of the remaining funds in the account, $1,019.xx. I attempted to deposit this check at our new bank, TD Bank. I was told that the check was not depositable, as the routing number did not exist. I went home and called Suntrust who advised to return to TD bank and have the teller call Suntrust. We did so, and Suntrust provided a new routing number and the check was deposited. However, several days after the funds were deposited in our savings account, the funds were withdrawn from the account as the check from Suntrust did not properly clear. At this point, Suntrust has effectively stolen the funds from our closed checking account, as we now have no access to this money. We have not had success reaching someone at Suntrust to remedy this situation.

Desired Settlement: We simply ask that Suntrust provide us with a DEPOSITABLE check of our funds from the account which we closed. As I mentioned, it is currently as if Suntrust has stolen our money - as they have not given us the $1,019.xx from our closed account.

Business Response: Re : BBB complaint # ******** ***** ********* 

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

Please close this case on your records. 

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I became a victim of fraud between 04/01/2016 and 04/02/2016 when an unknown entity stole $2,374 dollars from mine and my husbands checking account through on-line shopping. The moment I realized what was happening I contacted Suntrusts customer service fraud department and filed a claim to notify them of the fraudulent activity that had taken place. I was showed little sympathy given the situation and the amount of money that was stolen from us. I have contacted the main number 1-800-suntrust and my local branch everyday trying to find out when I will receive the funds that were stolen from me. Every person I speak to provides no answers to me other than they have up to 30 days with zero customer compassion or even reasponability for the lack of security on SunTrust part. I spoke to the manager of the fraud department yesterday and asked why is it that my account was flagged and put on hold when I spent $100.00 at five below pending my confirmation that this charge was in deed mine, however I was not notified not one time while the fraudulent activity was taking place and someone was able to charge 2375.00 on line? The response I received was that he was not sure why the system did not alert anyone!!! I was also told by the local branch manager that I should open up three separate accounts with them and move my money between the three accounts to ensure more security on my account..... to me that is unacceptable, I bank with them to protect my money and was provided very little to no security. I have a family to feed and bills to pay, this is my hard earned money that has been stolen and I want a resolution and my funds returned to my account. After all I am the VICTIM here.

Desired Settlement: I would like the funds that were stolen from my account returned

Business Response:
SunTrust has reeponded to our client but cannot ahare the response with the BBB 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** *****



4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the fall of 2014, I applied for a equity line of credit with Suntrust bank which was approved.. The loan was to be used for expenses for building a new home but, since I had $300,000 in my money market account, I didn't need the money right away. However, the loan was placed in my money market account and not on a separate line item (loan).. I paid interest on the loan in the total amount of $4000. I went into to the palm coast branch and spoke to racheal, the manager . She immediately put the loan amount back into a separate line item so I would not be charged any more interest. She did not know why the money was placed in my money market since she was not part of the loan application. She informed me I had 18 months to request the money in the form of the loan. Instead it was placed in my money market and I was charged interest on money I did not need and money that should not have been put in the form of a loan at that time. In February, 2015, I had major surgery and was in hospitals and rehabs for a total of 5 months. My wife paid the bills in my absence. I realized the error when my health had improved but the bank said I signed all the papers and approved this. I believe I was misled or an error was made in putting it in loan form before I needed it. Why would I choose to pay interest on $180,000 when I had $300,000 in my account already? I am requesting that the bank refund the interest on the loan which was poorly explained. I never withdrew a dime of the loan funds and feel that I should be compensated for interest charges I did not authorize nor did I need.

Desired Settlement: I am requesting the return of the $4000 which was paid in error

Business Response: Please see attached response.

Business Response: Dear Mr. ******* : 

We have received and reviewed your correspondence forwarded to our offices from 
the BBB regarding the interest paid on the above referenced loan. I appreciate the 
opportunity to respond. 

Please see the enclosed copy of our response letter dated March 08, 2016, in which 
we explained the reason we will not honor your request for a refund of Interest 
charged. In order for you to take advantage of the special interest rate of 1.99%, you 
were required to select the loan repayment and the advance had to be taken 
immediately after the rescission period ended. I am enclosing the supporting 
documents again for your review. 

We have fully researched and previously addressed the issues raised . Given there Is 
no new information regarding this matter, our position remains the same and we 
consider the associated case resolved and closed. 

Mr. *******, should you have any new concerns or questions regarding your account, 
please contact 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A 
representative will be glad to assist you. Thank you for banking with SunTrust. 

Sincerely, 

Kathy B***** 
Officer 
Client Advocacy Office 



March 8, 2016 

******* ******* 
** ****** **** 
**** ****** ** ********** 

Re : Access 3 Home Equity Line of Credit Account ending In **** 
Signature Advantage Checking Account ending in **** 

Dear Mr. *******: 
We have received and reviewed your correspondence regarding the interest paid on the 
above referenced account. I appreciate the opportunity to respond. 
Our records indicate you opened the account on October 17, 2014 (agreement enclosed). 
As part of the agreement to receive a special rate of 1.99% (see enclosed Special Rate 
Addendum to Access 3 Equity Une Agreement and Disclosure Statement} you needed to 
designate the loan repayment and the. disbursement of the funds . We show you choose 
Option 2, the Interest only promotion with Interest of 1.99% for the first 12 months. To 
receive the special rate, the advance had to be taken Immediately after the rescission 
period ended. The rescission period is the three business days between the loan closing 
and funds disbursement that applies when a security Interest Is taken In a consumer's 
prlnclpal dwelling. The Federal Government requires this time to allow the consumer to 
"think it over" before incurring finance charges. 
Also enclosed is your signed Disbursement Request and Authorization form, authorizing 
the funds to be released to you. Please see the enclosed copies of the disbursement · 
check and the statement showing the funds were deposited into your checking account 
referenced above. Because you authorized the draw and in accordance with the terms of 
the agreement, we respectfully decline your request for a refund of interest charged. 
Mr. *******, I know this Is not the response you were expecting, and I understand how 
frustrating this matter has been. If you have any questions or concerns regarding your 
account, please do not heslt~te to contact us via your Online Banking Profile, call us at 
800.SUNTRUST (800. 786.8787} or visit any SunTrust branch . A representative will be 
glad to assist you . Thank you for banking with SunTrust. 
Sincerely, 

Kathy B***** 
Officer 
Client Advocacy Office 

4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My car was totaled on 12/20/16. We had bought GAP insurance when we purchased the car. We received a letter on 1/15/16 from Suntrust stating that they had received a check from ***** **** in the amount of $10,822.55. Once ***** **** paid their portion we contacted the GAP insurance (IAS,LP). They were waiting on some information from Suntrust, and the car dealership. I got all of the information for them. Suntrust in the mean time was calling my cell phone non stop about needing a payment. I told them each time that the car was totaled and we had GAP insurance. Every time I talk to them it is a different amount I owe. In one conversation it went from $155 to $95 to $73. The next day I receive a letter from them stating I owe $350.52. I think it is ridiculous that they do not work with individuals in cases like this. I have asked them to please waive the late fees due to the nature of the account.

Desired Settlement: To write off the $155, $95, $73 or $350.52. Whichever amount is showing due.

Business Response: Re: BBB complaint# ******** **** **** 

SunTrust has responded to our cllent but cannot share the reaponae with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have never received anything from Suntrust,.  I received a call from them to advise me that they had received my complaint and someone would be in contact, but no one has.
[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ****




4/13/2016 Problems with Product/Service
4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 22,2016 I made an attempt to purchase a phone from *******. The transaction in the amount of 214.58 decline however the funds came out of my account anyway. I contacted ******* on behalf of the transaction. They have no traces on the transaction. I then reached out to Suntrust in regards to where would the funds could be since they were taken out of my account. I was inform they would conduct an investigation. After making multiple contacts to the financial institute. There has been no resolution to this matter. I was contacted from a representative of Suntrust. She then ask me did I send the affidavit off. I responded with yes. She then stated she will check with fraud department to see if it was recieved. That was on the March 10,2016. I contacted Suntrust on 3/14/16. Conducting a follow up on the case the representative then informed me that the affidavit was never recieved. I then explain to her that I recieved a confirmation that it was recieved and now I have to resend another one which will extend the time in me retrieving my due funds back to my account. I informed the representative that the service I'm recieving from them is unacceptable. The case gets no action on it unless I'm calling everyday. I've been dealing with this matter way to long not to have no progress. Each time I've contact the institution I haven't been able to get no where and not a reasonable answer as to when will they have an answer. This matter has to be resolved.

Desired Settlement: Conpensation for inconvience as well as my due 214.58 back to my account.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I contact Suntrust, they either lead me on, tell me different things for my one situation, or hang up on me which leads to multiple calls. If I call for advice, clatification, or guidance, I should be able to rely on the information given to me, but instead the next rep tells me the previous rep was wrong...this means I am penalized. I have opted oit of overdraft coverage as instructed, but only to still be charged two fees. On the other hand, I asked for a stop payment and the rep told me it can only be done for a specific amount from a merchant....I found that this was not true and the rep did not do the stop payment at all...now I have hundreds of dollars in fees from multiple attempts at this one company to withdraw money from my account. The service I receive from Suntrust is not good at all...I get wrong information that the employees are not being held accountable for...the only way for me to resolve this is to close my account and seek punitive damages.

Desired Settlement: I would like for the two debit card overdraft fees to be refunded since I opted out of this service as advised, and I would like to have the appropriate stop payment placed for the merchant I have informed you of along with a refund of all fees charged as a result of the withdrawal attempts.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My online banking application gave me a really hard time. When I called customer service, the first representative was able to verify my account but I'll-informed me with information she said exactly " suntrust will clear purchases, even without funds in the account, based on level of importance (car payments, rent etc.). I explained to her politely that yesterday I was able to make a purchase for a cocktail at *** ********, yet I couldn't pay a phone bill. On a scale of importance, I thought a phone bill reigned higher. She continued to explain that (manually) she was at a disadvantage because the system they use for banking is entirely automated. She goes on to say that there was absolutely nothing she could do in her power to help me. I became angry because I couldn't help to wonder what the point of that customer service line if they couldn't service customers. Keep in mind, this agent had absolutely NO problem verifying my information. This I was sure of because she asked me a short question air and afterwards began to read off my statements. Shortly after, I asked to speak to the supervisor (whom I can't recall her name). The supervisor asked the same information to verify my identity and then told me she couldn't do just that. I asked how the supervisor couldn't verify information that the agent before had no problem doing so. The supervisor raised her voice at me repeating "Mr. Johnathan, I can't help you. Come in person." Despite that I continued to ask what more information she might need to verify (because I will be out of town for the week and couldn't come in due to work). She refused to help me, was very rude, had no problem inturupting me and ignored anything I tried to say. I can't go into an office but I refuse to have this subject matter unsettled until I can make the time to go in. That is a joke!! Why have a customer support line if you can't support your customer???

Desired Settlement: I wish to be contacted by someone that will actually resolve the negative balance on my account. I do not wish to pay the negative amount because the business itself provided me false information via the application. The application may need to be corrected but as of right now, moving forward, I want my balance finally cleared.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a deposit on friday 3/18/16 to my suntrust from another bank and made a few purchases over the weekend, well i knew that it hadn't "posted" but i know that it reflected in my balance. Well according to customer service because the transactions "posted" before my deposit i was charged with 6 OVERDRAFT FEES!! THAT'S INSANE!!! If my card was overdrawn over the weekend(which is wasnt) the system wouldnt let me make purchase after purchase even if i have overdraft protection. If i charged purchases without deposit coming in then charge me the overdraft fees don't pay 12 little transactions ranging from $5-$58 then charge me $216 in fees!!! POINT BLANK PERIOD THE SYSTEM SAW THAT CREDIT OTHERWISE MY BALANCE WOULDN'T HAVE INCREASED AND ALLOWED ME TO MAKE SO MANY PURCHASES....IF I HAVE TO PAY $216 IN OVERDRAFT FEES IM SURELY CLOSING MY ACCOUNT!!

Desired Settlement: TO REMOVE ALL OF THOSE OVERDRAFT FEES......

Business Response:
Re: BBB complaint# ********* ***** ****** 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]They only refunded 2 overdraft fees, I'm still waiting for 4 more to be refunded 

Regards,

***** ******




4/6/2016 Problems with Product/Service
4/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I will like a corporate officer to contact me about the matter, and I will like my 200 dollar reward for meeting the requirements as stated by SunTrust.

Business Response: Re: BBB complaint# ******** ******* ***** 

SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was re~elved. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

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


Thank you.

Regards,

******* *****




4/5/2016 Problems with Product/Service
4/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I am here to file a claim against the brank of Suntrust Bank at Dunedin, Florida with their unprofessional and irresponsible service to me, their customer. The negligent work performance I encountered with is discouraging. On Sep. 25th, 2015, I opened a New Select Checking Account at Suntrust Bank at the location of 825 Broadway Street, Dunedin, FL 34698 with an eligible coupon states that I would receive $200 if I could have Direct Deposit in the newly opened account with the first 60 days. The Banker who worked on the account opening was Phyllis T********, who is a Personal Banker III at Suntrust Dunedin Office. Also, this is the beginning of my hardship to receive professional and satisfying service from this bank because she negligently forgot to input the promotion information of the $200 coupon into my account when opening it. I thought Phyllis T******** was competent to fulfill her job responsibility to CORRECTLY and ACCURATELY complete what she was supposed to best serve her customer. So, ON OCTOBER 7TH, 2015, my first and eligible Direct Deposit, $2018.94, was direct deposited into my Suntrust Bank account just 11 days after the opening. Then, I waited patiently till the end of December 2015 to request the proper handling of my account as I could not see the $200 reflected in my account. I tried to call Phyllis T******** at her office number 727-373-0864 for countless times as it was hard to find her during working hours for some reason I do not know as I am not her supervisor and could not understand why her co-workers always told me she was not there and I had to call back later. So, where is she if she is a full time worker there? Then, finally, just at the very end of December 2015, she told me to wait as she needed to work on fixing her problem. Again, I tried to reach her after reasonable days of waiting; In Jan, I caller her again as it’s hard to get her calling back at all. She told me someone of her bank would contact me WITHIN 5 DAYS after they investigate the reason why she made that mistake negligently. Unfortunately, NO ONE called me at all as I have no idea whether Phyllis T******** really escalated this negligence to her team member or not since she is filing an investigation against her own negligence. I called her back again and was still told the same to wait for another 5 days when some so-called investigator would call me. Finally, I resorted to a customer service representative on the phone of Suntrust Bank hoping that would help. Ironically, that representative told me he would work on it immediately and just filled an request form for me and his supervisor would give me a call with 2 business days. Now you know, so many 2 days elapsed and NO Calls from so-called Investigator Phyllis T******** mentioned nor from a so-called supervisor from the bank. Will anyone consider doing business with them again with multiple negligences? Therefore, I am filing this claim against Suntrust Bank and the unprofessional banker Phyllis T******** whose negligence brought extra hardship for an innocent customer. Also, Phyllis T******** showed me poor enthusiasm in correcting her own mistake and that is unacceptable. Required Field

Desired Settlement: I think Suntrust Bank really need a thorough interior oversight on the incompetent and unprofessional negligence of Phyllis T********, the Personal Banker III. But they can NOT take the innocent customer as scapegoat of their own employee's mistake. They could find a decision on whether keeping/firing/punishing Phyllis T********, but an innocent customer should not be punished by never being reached by a so-called investigator or supervisor. I need the immediately amendment on the mistake which Phyllis T******** made when opening my account and the related person owe me an apology for her/his irresponsible and unaccountable performance when serving a customer. The $200 credit for my eligible account opening and direct deposit should be credited as soon as possible.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

4/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My savings account was charged overdraft charges for transactions I didn't make. The transactions were reversed but not the additional service fees that accued to the amount of & 78.00. AfterI explained what occurred, customer service assured me for months they would adjust the fees which never occurred and now my account is closed and I'm being charged that $78.00. I even sent a $100.00 check to be deposited into the account and the check was sent back.

Desired Settlement: I would like what was promised, the savings account to be reopened and the access fees be removed.

Business Response: Re: BBB complaint# ******** Ms. ****** ******* 

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

Please close this case on your records, 

4/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was charged an overdraft fee for a check that cleared after my direct deposit.

Desired Settlement: Refund the $36 you charged me. I have proof the check cleared after my direct deposit. Clearly this is just a way to charge me. I also promise to close my account and you will never have to deal with me again. I just want my money you stole before I depart!

Business Response: Re: BBB complaint# ******** ***** ******* 

SunTrust has responded to our client but cannot share the response with the BBB 
a& no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

They emailed me to say they were looking into it but never heard back. You can close case since it seems they found a way around BBB complaint process and I will need to continue my efforts with consumer finance bureau



Regards,
***** *******




3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved to Arizona and decided to keep my Suntrust account open since I have been a client for so long. They held my first paycheck for a total of 32 days and could not figure out how to resolve the issue. I had to finally have a paper check reissued and open a new account. Recently I transferred money from my new account to Suntrust and it gave a 3 day holding period. They held the transfer for "identity verification" which I called in a completed. The transfer was still held the next day and when I called in to find out why, I was informed the previous person must have messed up because they didn't release the hold after my 30 minute conversation validating my identity. Today I went through the process again and told it would be another 3 days before I see my money. Over the course of two months I've had 5 issues regarding my money getting into the account and faced pate payments for bills due to Suntrust being irresponsible and uncapable to handle simple things like paychecks and transfers.

Desired Settlement: The transfer in my account today plus any overdraft fees.

Business Response: Re: BBB complaint# ******** ****** ******. 

SunTrust has responded to our cllent but cannot share tho response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/30/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked Suntrust several several times to NOT send any of my mail to **** ******** ***** ********** ********* ***** as I DO NOT LIVE THERE, but instead to send it to **** *** ****** ********** ********* *****. Yet, they keep sending my mail to the wrong address.

Desired Settlement: DO NOT send my mail to **** ******** ***** ********** ********* *****, but instead IF Suntrust has anything they need to send me to send it to **** *** ****** ********** ********* *****. If they send it to the wrong address again I will have to complaint to the Postmaster.

Business Response:
Re: BBB Case ******** for ****** ******* 

SunTrust Bank has responded to the complalnt flled by Mr. *******. Since we do 
not have authorization from Mr. ******* to share our response with the BBB, we 
cannot enclose a copy. Please close this case on your records. 

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: someone hacked my account and had fraudulent charges. i opened a new account got my new cards. they charged me overdraft charges when i had money in the bank. i had a deposit to clear and they took it back out and put a hold on my deposit for 10 days. the deposit was made off their bank. they would manipulate my balance to charge me overdraft charges when i made deposits the same day. they had missed deposits i made of thousands of dollars into my account and charged me almost 700 dollars in overdraft charges. they resolved some of that with reluctancy. thru out my account cash deposits would not be credit same until until after pending transaction were overdrafted for the day and then all my deposit would be gone paying the overdraft charges.

Desired Settlement: i would like my account reviewed and my money paid put in overdraft charges returned

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: December 21, 2015 I deposite a total of $1000.00 Dollars in cash, into the ATM. First attempt all cash placed into ATM machine. It then began to return the money due to unable to read some of the money. ALL money was returned except a 100.00 Dollar bill. I then attempt to put the money into the ATM a second time. This time a was able to put in $800.00 Dollars in cash, then a third attempt was able to put in $100.00 Dollar bill. A total of $900.00 Dollars into the ATM on 12/21/2015. The deposits was made seconds apart. I made contact with Suntrust VIA phone and told them the story. I recieved a letter in the mail, stating the case was closed out due refund returned to my account the same day (12/21/15) I made contact with Suntrust and advised the $100.00 Dollar was what I deposit not Suntrust. Case reopen forms sent to my home and I completed and returned. Contact Suntrust again told my story, They advised I would receive a refund, over forty five days ago and have not received a refund, letter or an e- mail. This is very frustrating. The location of the ATM machine was located at Rockbridge and Memorial - 3850 Rockbridge Road Stone Mountain GA, 30083. I am asking for a refund amount of $100.00 Dollars. Due to the ATM machine keeping my money.

Desired Settlement: Refund $100.00 Dollars, due to ATM machine keeping my money.

Business Response: Dear Mr. *****: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding SunTrust's decision to decline the clalm referenced above. I appreciate the 
opportunity to respond . 

We have researched your case again based on the information you provided . Following 
this review, our decision to decline the case has been reversed, as explained in the 
March 15, 2016 letter from our Fraud Assistance Center (copy enclosed). Your account 
was credited $100 on March 14, 2016 (statement copy enclosed) . 

Your comments regarding this matter are important to us and were shared with the 
appropriate management area. SunTrust strives to provide exceptional service with each 
and every client Interaction, and I regret that we did not fully deliver on that this time. 

Mr. *****, your satlsfactlon Is important to us, and we ask that you allow us the 
opportunity to regain your confidence. Should you have any questions or concerns 
regarding your account, please do not hesitate to contact us via your Online Banking 
Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch . A 
representative wlll be glad to assist you . Thank you for banking with SunTrust. 

Sincerely, 


Kathy B***** 
Officer 
Client Advocacy Office 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

******* *****



3/28/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Apr 2-2-16 I deposited a check for $2100 I was told funds will be available on. 2-9-16 on. 2-10-16 I went To withdrawal the. Money and. Was told my. Account was being closed and. I would receive. A check. In the mail at the end of their investigationand it would be 15 days after the close of the investigation the check I deposited has cleared on the bank it was written onI need my money today or an explanation or a date when my money is available thank you

Desired Settlement: I want to go to my local branch and get the 2300 in my checking acct and. Then close all accounts.

Business Response:
SunTrust has responded to our client but cannot share the response 
with the BBB as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]
I was told my money was being held until may 2 2016.. Was still not given explanation as to why ., call customer service to see if it would be available sooner was told no may 2 2016 still no explation as to why ... I want my money released immediately...
Regards,

***** *****




Business Response:

3/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a "Combined Tax Statement for 2015 Form 1099-C OMB No. 1545-1424 Cancellation of Debt" from SUNTRUST BANK. Amount of Debt Discharged $1496.15 from a Consumer Credit Card. Date of Identifiable Event noted 11/30/2015. "DEBT FORGIVEN" Decision or Policy to Discontinue Collection. Previously, I had a Checking Account with SUNTRUST BANK that was closed on 12/24/2009. This is the first time, I'm hearing about an alleged Credit Card debt. ( In addition, I never had a Credit Card with this bank.) I tried to inquire information from SUNTRUST BANK on 2/11/2016 and nothing could be provided in reference to a Credit Card with my name and information.

Desired Settlement: This is important tax information that SUNTRUST BANK erroneously reported and furnished to the Internal Revenue Service. This is a serious issue and this need to be Addressed and Corrected. Thank you in advance for your assistance in this matter.

Business Response: Re : BBB complaint # ******** ***** ******* 

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

Please close this case on your records. 

3/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on 3/10/2016 I received a phone call from a Suntrust agent. Regarding the mortgage on my house. The customer service rep says this is an attempt to collect a debt. I said excuse me? She said you owe us a mortgage payment. I stated that I did not that it will be auto paid on the 15th that they set up for surepay. The customer service rep states that the mortgage is due on the 1st of the month and if it is not paid by then then they will call every month. I stated that they are the ones who set up the surepay to be deducted from my Suntrust checking account on the 15th of every month. mortgage is due on the 1st but you have a grace period until the 15th in which the money is auto drawn out of your Suntrust checking account with surepay. So if I pay today like she demanded I will have the same amount auto drawn with surepay on the 15th. That will be two payments in one month. Why on earth would I make two payments in any one month, when I have never missed a payment. I refuse to make a payment on the 10th and the 15th. I have proof of every payment. When I asked for a supervisor she said there was none available. That I could leave a message with him. She then states that my mortgage is due on the 1st. So if its not paid by the 1st they will call. So she even demanded it is due before the due date. This is unacceptable behavior from a business, This is also a form of harassment. They shouldn't call until after the 15th which is their grace period not mine. They set that day for the auto draft. I have posted several times on their facebook page requesting a Supervisor to call me back. They remove the post, I guess they do not want the public to see their business style and harassment. Thank You for your time.

Desired Settlement: The company needs to call and apologize, They need to not call me regarding a late payment until their grace period is up. They also need to better train their customer service reps to not be so rude. I pay my bills on time. I can pull my credit report where I have no missed payments on any of my accounts.

Business Response: Dear Ms *******: 

We received your correspondence regarding the above referenced case. Because you 
did not include a signed authorization form from the client, we are unable to provide you 
a copy of our response to the client dated March 23, 2016. Upon receipt of the signed 
authorization form, we will gladly share a copy of our response with your office. 

Thank you for contacting SunTrust. 

Sincerely, 

Kewanna C**** 
Officer 
Mortgage Escalations Resolution Team 

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** *******



3/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This bank charged me a $36 overdraft fee on a transaction of $5.40 on February 11th which still left me with a positive balance of $9.13. On the 12th my direct deposit hit, and there were no more transactions until the 16th. When I asked them to explain, they said that 2 of the transactions from the 16th, for $4.25 and $5.74 were actually pending on the 11th, causing a negative balance of 89 cents. So instead of turning down a $5 transaction and letting me pay in some other way, they chose to let my account go negative 89 cents and charged me a $36 fee. Emails and live chats have not resolved the situation.

Desired Settlement: A reversal of the $36 overdraft fee.

Business Response: Re : BBB complaint # ******** ******* ****** 

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

Please close this case on your records. 

3/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I closed on my home in Charlotte, NC in April of 2015. I made the mistake of getting a loan with escrow account through SunTrust Bank. In the fall of 2015, I discovered that there was property tax due on my property from between the years of 2011-2014 (before I owned the home) that my closing attorney did not catch. Once I discovered this, I immediately emailed James R*** (my mortgage consultant) who forwarded my email to one Jennifer D***** stating: "Can you please contact our mortgage servicing department and explain this situation to someone in property tax escrow area. Hopefully, they can input something in the system to instruct SunTrust employees to NOT pay any tax bills for prior to 2015 on this property. Please reply to all." Ms D***** responded: "I spoke with the SunTrust tax department. The tax bill was paid in full for the year 2015 ($10,947.32) on 10/9/15. They show in the system that the account is current and up to date. They have made notes in the system that no prior year bills are to be paid." At this point, I presumed the issue was resolved. Unfortunately, when Mr Raby requested that I examine the possibility of refinancing my mortgage a couple of weeks ago, he discovered that SunTrust went ahead and paid this bill, which was known to be contested, and that my escrow account was now some $22560 net negative. I was never given notification. There was no discussion. I'm horrified at the dishonesty of this bank! Initially Mr R*** stated "It should be the responsibility of parties involved to fix this and report back to you. Now that I am aware of the situation, I will stay after it." He didn't stay after it, never followed up with me until I contacted him to inquire about the status of this issue, at which time I was basically told that its my problem to solve and I should get an attorney to solve this issue. I am hoping that Sun Trust will do the right thing here.

Desired Settlement: I would like a full refund of the funds erroneously taken from my escrow account to pay a bill which Sun Trust acknowledged was not my own and which Sun Trust assured me would not be taken out of my account.

Business Response: Dear Ms. *******: 

We received your letter regarding the above-referenced case, however you 
did not include a signed authorization form from Ms. *******. Therefore, we are unable 
to provide you with a copy of our response to Ms. ******* dated March 14, 2016. Upon 
receipt of the signed authorization form, we will gladly share a copy of our response with 
your office. 

Ms. *******, if you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 
8 a.m. to 6 p.m ., ET. 

Sincerely, 

Wanda H***** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response:

Better Business Bureau:

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

 

After being reassured on multiple occasions that money would NOT be taken from my escrow account to pay previous tax bills on my property prior to my closing on the property last year, Sun Trust bank went ahead and spent my money without even giving me notification.  I have requested that the replace this money into my escrow account.  Rather than correcting their error, the banks response was that this is my problem to fix, but at least they won't increase my monthly mortgage payment further to cover THEIR error.  Was I supposed to be appreciative of my bank not stealing more money from me to cover their own error?  This is unacceptable and outrageously unethical of this corrupt banking institution.  They need to replace the money into my count that even they acknowledge should never have been removed.  THEY can figure out how to correct their error. 


I am happy to sign any release of information you may require to resolve this issue.  I am out of the country this week but will promptly send you any authorization for upon my return next week. 


Thank you so much for your assistance.


Regards,

********* *******




3/21/2016 Problems with Product/Service
3/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a SunTrust account on February 12th and was mailed 2 debit cards. I have tried to make deposits for 3 days at a SunTrust branch atm (I am a teacher and a nanny and work from 7 am-7:30pm) - I have NO lunch hour to get to a bank branch as I eat with students as ALL teachers at my school do! SO - to put funds into the account with SunTrust, I rely on the ATM. I set up my pin with a branch manager at the North Druid Hills location. I have attempted to deposit cash for 3 days with no luck and so finally this evening I did a mobile deposit from my Wells account. I called the SunTrust number to ask for help and was told I now have more charges coming out for insufficient funds!!! How on earth can they do this when the ATM today would NOT accept my cash - it spit it out saying wrong pin.

Desired Settlement: $168 refund for all charges caused my NSF when I am STILL unable to use my debit card to deposit!!!!!

Business Response: SunTrust has responded to our client but cannot share the response 
with the BBB 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will note that Suntrust contacted me directly and assumed fault with the account and provided a $150.00 credit for the trouble they caused 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: ***************************.

Regards,

Amy Motto



3/18/2016 Problems with Product/Service
3/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a account with SunTrust Bank cause they have a great promotion. The first mistake I made was overdrafting the account in witch I had no problem paying for since I did agree to a fee if I did overdraft. The problem started when I received my direct deposit, it turns out that after my funds were put into my account by my employer I needed to make a withdrawal of $160 of course after my overdraft fee was payed from before, the total in my account was $437 after fee and overdraft I was left with $307. Minus $160 withdraw total balance left $147. OK then bought ********** for $6 also $19 in gas and cigarettes total balance $122 right? Well I needed extra cash two days later, so I new that I had no choice but to overdraft my account so I did by exactly $100 so my total amount withdraw was $220.....NOOOOOOO!!! According to SunTrust Bank they put your money on hold on purpose even if it's cash then they put the higher amount first so that they can charge you overdraft fees over and over because thier policy is to put all your debit transaction on pending even if you have that money available in your account this way it takes 3 business day to clear and they could charge you $36 multiple times. Now I understand and except the overdraft fee of $100 witch puts me under by -$98 but instead they made sure to not clear any of my transactions until they put the bigger amount in other to keep charging me. WOW!!! If I have direct deposit with a bank isn't that money available to me for use once cleared???. If I pay for anything with debit instead of credit don't they take that money right away??? Why would they put my transaction on pending if it's not to steal from me? They do this to steal your money and say it's our policy to put the higher amount first even if it's not in that order. So in the end they claim I have a total of 6 wait 6 overdraft fees. WHYYYY!?! IF I ONLY OVERDRAFTED ONCE!?!.

Desired Settlement: Remove all but One overdraft fee with is the correct fee not 6. Stop putting people's money in pending but show them wrong available balance.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My check card was fraudulently charged and I submitted dispute information for it after closing the account. This was in Sept 2014. The total amount was for roughly $80 and I would get little refunded amounts after calling to inquire about the progress. The biggest amount $59.99 is the only one left to be refunded and every time I've called, I'm told a dispute representative will get back to me within 24-48 hours. I still haven't received a call. I called today 3/2/2016 and was told unfortunately it's been past the time to investigate the dispute. So the representative 'Chris' sent an escalation and complaint form on my behalf and yet again, someone should follow up with me. Plain and simple, my money was stolen and SunTrust's dispute/fraud dept. had more than ample time to sort it out and refund me.

Desired Settlement: I'd like my $59.99 refunded back.

Business Response:
Re: ******* ******* ********** This case was resolved by phone, there is no letter. 
The fraud claim was resolved to Ms. *********'s satisfaction. 

Attached is the response that was mailed to the client. 

Please close this case on your records. 

3/17/2016 Advertising/Sales Issues
3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: According to the bank the transactions below were good at the time of purchase Feb 24 CVS 10.91 Feb 24 Finchers 13.70 Feb 24 Water Authority 32.90 Feb 25 Family Dollar 18.53 Feb 26 Avant 265.06 posted but was insufficient We were charged 36.00 per item for the above transactions. The only one that should have been charged 36.00 was the Feb 26 item. The transaction below was also made but no fees have been charged. Feb 25 Ga Lottery 20.00 Feb 25 CVS 10.00 Total fees charged were 144.00 Feb 26 my pension check for 315.00 from the State was posted. I have been with Suntrust for over 30 years. I also worked as a Security Guard for 12 years at Suntrust. Suntrust stole 144.00 of my money. I should have only been charged 36.00 for one overdraft fee. The money was there when those transactions were made using my debit card. When I spoke to the supervisor she said they post the larger transactions first even if it came in at a later date. The is very unfair and a crime. My wife has had (*********** ****** ******** for 2 years and her abilities are limited. We have been struggling medically and financially since. We are both retired and already on a fixed income. Please help us.

Desired Settlement: Return $144.00, These transactions were made with money in the bank. I should not have been charged with an over draft fee of $36.00 each. I used my Debit card and the charge should have been posted then. It seems I should have taken my money out from an ATM machine instead of using my Debit card. I even had a deposit of 315.00 made on the 27th . I spoke with a supervisor by the name Denise at 8007868787 with no help. She said they had helped me before and they couldn't do that again. I'm a Retired Police Detective. If I would have told someone that I couldn't help them again because i had before. I would not have made 25years.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close tbis 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ****



3/16/2016 Billing/Collection Issues | Complaint Details Unavailable
3/16/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 2/16/16 I made two purchases. One purchase was for $11.32; The other for $14.52. At the time I had more than enough in the account to cover it. A day later I used my debit card to make a purchase at ******* and went over my account balance by $13. I went directly to SunTrust on the same day, a very short time later and deposited $14 to cover the amount that I exceeded. Although the $11.32 and $14.52 purchases were made on days previous to the ******* purchase, SunTrust re-organized the purchases in order to be able to charge $36 overdraft fees on all three purchases. The overdraft fees should not be charged for the $11 and $14 purchases since there was enough money to cover it on the day that I made the purchases. I also believe that there should be no overdraft fee for the ******* purchase of $154 because I deposited the $14 to cover the overage into the account directly after using my card to make my purchase. Thank you

Desired Settlement: At a minimum I want the two overdraft fees of $36 on the $11 purchase in the $14 purchase reversed. I would also like the overdraft fee for the ******* purchase reversed however I will except if the ******* overdraft fee cannot be done.

Business Response: Dear Ms. *****: 
We have received and reviewed your correspondence forwarded to us from the BBB 
regarding the posting of items and overdraft fees assessed to the account referenced 
above. We appreciate the opportunity to respond. 
Our records show that, on February 16, 2016, your account had a balance of $379.20, but 
there were two transactions pending payment (29.99 from LA Fitness and $152.24 from 
******** Supercenter), reducing your available balance to $196.97. Eight debit card items 
totaling $210.67 were presented for payment against this available balance, and the 
account was assessed two $36.00 overdraft fees totaling $72.00. 
On February 17, 2016, your account had a balance of 110.53, which included the $14.00 
ATM deposit. The ******** purchase of $152.24 was presented for payment, and the 
account was assessed·one $36.00 overdraft fee. Based on this information, we have 
determined that these .fees are valid. However, as a courtesy, we refunded two $36.00 
overdraft fees to your account on March 3, 2016. Enclosed you will find statement copies 
reflecting the above transactions. 
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 (see 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 hold is placed on the client's account reducing the available 
balance. Funds on hold for pending debit card transactions cannot be used for other 
purposes, even though the transaction has not posted against the account. 
Generally, it can take between two to five business days for debit card transactions to be 
presented for payment and permanently post to the account. For this reason, 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 (copy enclosed). 


In order to decrease the chances of overdrafts happening again, please visit suntrust.com, 
where you will find helpful tips on how to manage your account and avoid fees (see 
Banking~Overview Guides and Disclosures-? The Facts About Banking). 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 (see Personal Banking-?Checking Account Features_,. 
Overdraft Services). Instructions for signing up for Overdraft Protection and setting up 
email or mobile alerts are also found on our website. 
Ms. *****, 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, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A 
representative will be glad to assist you. Thank you for banking with SunTrust. 
Sincerely, 

Sherry R. F***** 
Vice President 
Client Advocacy Office 

3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Jan 2015, I began noticing fraudulent activity on my checking account. I attempted to rectify this with SunTrust on multiple occasions. This stretched on until midsummer. In Oct 2015 I made a single cash advance from my credit card account. It was the first time I've done that. On Nov 3rd, 2015, I noticed two unauthorized cash advances from my credit account to my checking account, totalling $230. I contacted SunTrust and was told a case was opened and it would take 30 days. They never contacted me at the conclusion. I contacted them multiple times in Jan 2016, and was repeatedly told my case would be forwarded and I'd receive a callback. I never received a call, nor postal correspondence. I was eventually told I was responsible for the two cash advance fees and interest charges, because I didn't move the money back. However, I was never advised to move the money myself, and in prior incidents they had moved the monies. I had no way of knowing they handled credit accounts differently. After struggling to speak with outsourced reps, I finally spoke to someone claiming to be from corporate, who offered no assistance. This individual suggested locking my online account. I specifically refused that repeatedly, as it doesn't help me. It actually hinders my ability to monitor the accounts myself. I had given up on recovering the fees and charges, but I tried to log into my account only to find they had locked it anyway. At this point I know I can't get any real help from them.

Desired Settlement: I'm not 100% sure what can be done now. I want the account unlocked. The cash advance fees only totalled $20, and the interest isn't a massive amount. Again, I had given up on recovering that. I just need help.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised courtesy refunds for both of my checks but I only got one. I have explained my situation and I got promised something that I didn't get

Desired Settlement: I want both 36 dollar fees credited to my account

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/16/2016 Problems with Product/Service
3/16/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Feb 13 I took 2400 out of my account the bank did not deposit this right they gave me 240. Then turn around an gave me the 2400 so they screw up the transaction as of today they found there mistake an took 2160 from my account on Feb 29 left me with no money then turn around an charge me an NSF of 36 an in which they knowledge its was there error they will not refund me my money of the NSF fees which is not fair when I ask them can they give me NSF fees back they told me No I should have alert them an in which I did not know they did do the transaction right no fault of mines they tell me I should have told them but I didn't know cause my taxes where deposit in this account as well they are not willing to help me I really hate this bank when this gs are there fault they don't acknowledge them so unfair

Desired Settlement: Refund my NSF that were there fault not mines

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to a Suntrust ATM in Deerfield Beach Florida and was shorted $40.00 from the ATM transaction. The case number is ******* i supplied the bank with ATM slips that clearly show there was a problem with the ATM and i resubmitted my claim and was never notified of a final decision only a debit for $40.00 from my account.

Desired Settlement: Return my $40.00 that i was shorted.

Business Response: Dear Ms. Damelio: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding SunTrust's decision to decline the claim referenced above. I appreciate the 
opportunity to respond. 

Our records show that you contacted our Fraud Assistance Center on February 6, 
2016 to report an issue with an ATM machine in which you only received $360 from a 
$400 withdrawal. Claim ******* was established, and you received provisional credit 
of $40.00 on February 8, 2016 (copy enclosed). However, the claim was denied and 
the $40.00 credit was reversed as indicated in the enclosed letter dated February 17, 
2016. You completed a rebuttal form on February 19, 2016 (copy enclosed), and your 
claim was reviewed a second time. Our previous decision was reversed, and your 
claim was approved, as stated in the enclosed March 7, 2016 letter from our Fraud 
Assistance Center. Your account was credited $40.00 on March 4, 2016 (statements 
enclosed). 

Ms. *******, should you have any additional questions or concerns regarding your 
claim, please contact our Fraud Assistance Center at 800.449.8774. A representative 
will be glad to assist you. Thank you for banking with SunTrust. 

Sincerely, 

Kathy B***** 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** *******



3/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I want to transfer funds from my Suntrust account to my UK bank for immediate expenses as I am presently in UK, Suntrust have made this impossible, I am not present to physically go into my branch to obtain a PIN for wire transfer, Suntrust customer services' suggestion of using a different wire company will not work as they transferred 2 x minus$1 trial amounts to ******** in NY (which is the wire cos. US affiliate) with the ref. TRIALCREDT, ******* have thousands of daily transactions and are unable to search for these. Conseqently I am unable to verify the amounts. Finally I have been told there is nothing they can do to help.

Desired Settlement: Suntrust to enable this transfer of funds to occur while I am in UK

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** **********



the response said they have made contact with me and cannot share with BBB, this is not true only response was an email asking me to phone them which I have not as I want something in writing,  I hereby authorise Suntrust to share the data sent to me with BBB

3/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December 2015, Suntrust was advertising a $200 promotion for extra money to shop with for Christmas if new members signed up for a new checking account with; set up for direct deposit, and had at least 10 transactions per month, as well as at least $500 every two weeks. I met every requirement, and they did not deposit the bonus into my account. I have checked with Tawny, the girl who made the promises to me on several occassions, and at first she said it should happen any time. Then a couple of weeks ago, I contacted her again and she said she will send the request over again. I also sent a few emails to verify the information, and one email confirmed that $200 would be deposited. One of the emails said that they needed to "verify the deposits", and they had already gotten 4 $500 deposits from my payroll. What were they verifying, and what was taking so long. Today I got an email stating that the promotion was for $100 and that $100 was deposited to my account today. I resent that they lied to me and promised "money to spend for Christmas", and here it is almost 3 months later without fulfillment of the promise. This is totally deceptive advertising and practices, and I totally don't appreciate it. Here is one of the first communications: Topic: Credit Card Rewards Account: CHECKING *1847 Subject: Re: Bonus Acct - Checking-1847 {Credit Card Rewards} [#*******] Attachment: From: Customer Support???01/26/2016 Hello Sheril,I am delighted to go over your account today and I do understand your concern with regards to the reward of $200.00.I have reviewed your account profile and see that the requirement of cumulative Direct Deposit of =/>$500 within 60 days of account opening is not yet verified, as soon as the direct deposit is verified you will receive the bonus of $200.00 as a credit to your account.I hope this information was helpful. Regards,******** *****Digital Client Services

Desired Settlement: I desire that they give me the complete $200 as promised.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** *****



3/11/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have placed a hold on a check I deposited for over two weeks and can not explain why nor can they remove the hold. I never get contacted back and this is ridiculous! They are also very unprofessional and inexperienced.

Business Response:
Re: BBB complaint# ******** ****** ******* 

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

Please close this case on your records. 

3/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On the 15th of Feb, I transferred monies to make a $15.48 transaction. There were no pending charges. The next day, a charge that went from pending into a "limbo" instead of back into my account and that vendor batched out and went to collect the previously pending transaction. The money was not back into my account so I my account went into a negative status with an overdraft fee, then my Fed 15th transaction then put account further into negative with a fee due them hitting me for a fee on the other. I tried to stress to her that the account was showing no pending charges and all would have been fine if the funds had went from pending back to my account. Instead, it just went into a status not showing as pending or back into the account. They took care of one fee, but refuse to take care of the other.

Desired Settlement: Refund of the additional $36 fee. It should have never happened in the first place. I should be able to trust that when my account says there is no pending charges that all is fine.

Business Response:

Re: Select Checking Account ending in **** 
Better Business Bureau (BBB) Case ******** 
Dear Mr. *********: 
We have received and reviewed your correspondence forwarded to us from the BBB 
regarding overdraft fees assessed to the above referenced account. I appreciate the 
opportunity to respond.  
Our records show that, on February 16, 2016, your account balance was $435.23. 
Seven items were presented for payment. Five debits totaling $420.45 ($335.95 - T•

Mobile, $24.98 - ****** ******** *** 1 $24.28 - *******, $18.00 - ******* and 
$17.24 - ***** ******)· were paid, making the available balance $14.78. The debits for 
$15.48 to ****** and $13.86 to **** **** were paid against insufficient funds. Your 
account was assessed two $36.00 overdraft fees totaling $72.00. A $36.00 extended 
overdraft fee was assessed on February 22, 2016 when the account was in an 
overdrawn status for five consecutive business days. 
Based on this information, we have determined that the overdraft fees charged are 
valid. However, as a courtesy, we refunded a total of $108 in overdraft fees ($36.00 
on February 17, $36.00 on February 23 and $36.00 on March 1, 2016). I have 
enclosed a statement for your review. 
Regarding 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 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 balances. Detailed 
information concerning this matter is included on pages 17 and 18 of our Rules and 
Regulations For Deposit Accounts (enclosed). The Rules are provided at account 
opening and also found on suntrust.com (see Banking__.Overview Guides and 
Disclosures--1oDeposit Account Disclosures). 


In order to decrease the chances of overdraft fees happening again, please visit 
suntrust.com, where you will find helpful tips on how to manage your account and 
avoid fees (see Banking ~ Overview Guides and Disclosures----> The Facts About 
Banking). 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 (see Personal Banking ~ 
Checking Account Features~ overdraft Services). Instructions for signing· up for 
Overdraft Protection and setting up email or mobile alerts are also found on our 
website. 

Mr. *********, I hope this information is· helpful to you. Should you have any additional 
questions or concerns regarding your account, please contact us via your Online 
Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust 
branch. A representative will be glad to assist you . 

Thank you for banking with SunTrust. Please join our movement toward financial 
confidence at onUp.com . 

Sincerely, 


Kathy B***** 
Officer 
Client Advocacy Office 

Consumer Response:
They have refunded me the $36.  How can I update the complaint as resolved.


They have refunded me the $36.  How can I update the complaint as resolved.

3/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a longtime customer of Suntrust Bank, and recently, because of a fraud/hacking situation involving my Suntrust checking account, I became aware that an old money market account I had with Suntrust had been charged 255 dollars in maintenance fees over the past 17 months. In that same time period, that account had made 51 cents in interest. I can't remember why I had left that account alone for so long but never, in my wildest dreams, would I have thought that my longtime bank would charge me that amount of money in fees on a 3300 dollar account. I have had a fairly large amount of money in their bank for years and my understanding was that you didn't pay maintenance fees if you keep a certain balance. In trying to work this out, I called their corporate number a couple of times and was told I should go to a branch to work this out. I went to a branch and got absolutely nowhere. I was told I should have watched over my accounts better and that Suntrust was too busy to ever point out to a customer they may be incurring maintenance fees that don't make sense. To avoid anymore maintenance fees, on that visit, I closed the account and took that matter up again with corporate. Now corporate is saying that since I closed the account, they can't help me but....if I go back into a branch they might help me even though their branch gladly closed the account without advising me not to. It's clear to me that I'm being bounced around and misdirected by Suntrust with the hope that I might just go away and they, Suntrust, will get to keep the 255 dollars they took out of my account for absolutely no value returned.

Desired Settlement: I would have been willing to work out a smaller maintenance fee but at this point, I think it would just be fair for Suntrust to refund the entire 255 dollars and apologize to a longtime customer who trusted them.

Business Response:
Attached is the response. Responded to client by phone, offered to refund half of 
the fees ($127.50) Mr. ****** agreed to resolution 

Please close this case on your records. 

3/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My account was previously linked to my ****** account but was removed. Several recurring charges that were sent through ****** erroneously charged to my Suntrust account instead of my Wells Fargo account. Desi ******, my banker at the time, stated she would take care of it as customer service only refunded 3 of the fees and there were about 6. Two weeks later, I called for a resolution and Desi was no longer with the company. The then branch manager said she would look into it. A week after that the branch manager was replaced and the account closed with a negative balance. This was an error from ******, who refused to pay the fees because they did not charge any and Suntrust is refusing to remove the fees even after admitting the transactions were knowingly unauthorized. Several times now, I stated that I would pay the balance in exchange for having the information removed from my Chexsystems file because it looks like I purposely overdrafted the account when I did not as it was ******'s error. I have complained to the Consumer Finance Protection Bureau as well as posted on social media and spoken to the Customer Advocate, Sherry ******, and they are continuing to just say they aren't going to do anything about it because ****** should pay the money, which they aren't because they didn't charge the fees. I am in the process of suing Suntrust in small claims court. I could careless about the money honestly but I'm not going to stand for this being listed on my Chexsystems report for 5 years due to ******'s error and Suntrust's inability to follow their own policy about unauthorized transactions.

Desired Settlement: I would like the fees refunded as stated by banker Desi Hinova and any remaining balance, I will pay immediately for removal of this information from my Chexsystems report. Otherwise, we go to court.

Business Response: Dear Ms. *******: 
We have received and reviewed your correspondences forwarded to us from the BBB 
and the CFPB regarding transactions from ****** and our reporting of the account 
referenced above on your credit file. Once again, I appreciate the opportunity to respond. 
As explained in my last response to you (copy enclosed), our records show that this 
account was closed on July 24, 2015 with an outstanding balance of $259.68 ($229.68 
plus a $30.00 administrative fee). The·reporting is accurate, and the debt is currently being · 
collected by Regional Adjustment Bureau (RAB) on behalf of SunTrust. You also 
mentioned that transactions from ****** were sent to SunTrust in error, and we suggested 
that you contact ****** to resolve this issue. 
In your correspondence you stated you were promised refunds. As a courtesy, the branch 
representative you spoke with on July 2, 2015 refunded three $36.00 overdraft fees to your 
account (statement copies enclosed). I have spoken with a representative of our Demand 
Deposit Account (ODA) Recovery Department on your behalf. We are willing to accept a 
settlement of $148.35 ($37.02 true Joss plus $111.33 which represents half of the fees 
owed). Upon receipt of this payment, we will waive the remaining $111.33 balanc~ due and 
report your account as paid in full. 
Ms. *******, we hope the information provided is helpful to you. If you would like to make 
payment arrangements, please call our DOA Recovery Department at 866.390.6375 or 
visit any SunTrust branch. Our representatives will be glad to help you. 
Sincerely, 

Sherry R. F***** 
Vice President 
Client Advocacy Office 

Consumer Response: Better Business Bureau:

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

Considering that this was the result of unauthorized transactions, to ruin my Chexsystems file for unauthorized activity is not acceptable. I will only accept a settlement that removes the record COMPLETELY from my file. I will not accept an update of paid in full, no matter how much you deduct from the amount. I will only accept a complete removal. At this point, it is in Suntrust's best interest to accept the amount $148.35 and delete the record or they can get nothing at all and leave the record there. The blemish doesn't hurt me financially in the long run. It's an annoying blemish that just shouldn't be there. It would be Suntrust's loss if they continue to hold onto this report as my next step will surely be a lawsuit to both Suntrust and Chexsystems.

Regards,

******* ********




3/7/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had deposited $16 on Feb 14 to my bank account. It has yet to appear and my account is now negative. When calling to complain, customer service was poor, and long and I had to hang up. Unacceptablem

Desired Settlement: I want my 16 dollars back

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Someone used my debit card number to make online purchases for EA Online totaling almost $400.00 . I had made purchases for this vendor is the past but never for this large of an amount. Suntrust blocked my card after these purchases were made, but did not call or email me to inform me of possible fraud activity. I had to call them to ask why my card was blocked and they informed me of the charges. Very poor initiative on their part. They then conducted a fraud investigation and determined that the charges were valid, when I did not make the charges and was out to dinner with my girlfriend when the charges were made. I have receipts to back this up. I filled a rebuttal form and they ignored it. I have been with Suntrust for over 13 years and am outraged by my treatment

Desired Settlement: Refund my account for the fraudulent charges made to EA Online

Business Response: Dear Mr. ********: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding SunTrust's decision to decline the fraud claim referenced above. I appreciate 
the opportunity to respond. 

Our records show that, on January 1, 201 6, we called and left a message for you to verify 
transactions from ** ***** ****. We did not receive a call back from you verifying the 
transactions. For this reason, a block was placed on your debit card. 

On January 3, 2016, you called to file a dispute for unauthorized debit card purchases 
from ** ***** ****, and a case was opened for you. Provisional credit was provided In 
the amount of $310.87 on January 8, 2016. Our research indicated that you had 
participated with the merchant in the past, and the claim was denied. The provisional 
credit was debited from the account on January 21, 2016. A Rebuttal Form was sent to 
you on January 19, 2016; however, you have not returned the completed form. 

In addition to information contained in our records, we have researched your case again 
based on the information you provided. Following this review, our decision to decline the 
case will remain, as explained in the January 13, 2016, lener from our Fraud Assistance 
Center (copy enclosed). 

Mr. ********, I understand this is not the resolution you were seeking from SunTrust and 
regret any difficulty this situation may cause. Should you have any questions or new 
information regarding this case, please call our Fraud Assistance Center at 800.447.8994. 
A representative will be glad to speak with you. 

Sincerely, 

Seth A. M**** 
Officer 
Client Advocacy Officer 

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2015, a fraudulent account was opened in my name. We called Suntrust bank and told them about this. Theu promised to close the account, but we keep getting account statements. We have called numerous times to get this account closed, and every time we are being told that this account is closed, however every month we keep getting account statements for an account that is supposedly closed.

Desired Settlement: Wer want this account# ************* closed. We do not wish to receive ANY acount statements anymore!!!!!!!!

Business Response: Re: BBB complaint# ******** ******** ******* 

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

Please close this case on your records. 

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I saw that Sun Trust Bank was running a promotion (Aug 3 to Oct 12, 2015). The promotion was, earn $200 for opening a Essential Checking Account with a requirement of having a $500 or more Direct Deposit made monthly to the account. I decided to open this checking account in my name. The bank representative put in all my information including the advertisement promotion code I presented. The account was successfully opened that day, 8/24/2015. The Promotion Bonus was to be put into my account shortly after I met the Direct Deposit requirement which I met the following month (and continue to meet). The bonus was never put into my account. At the same time my wife also took advantage of the same promotion by opening a Select Checking Account with a bonus of $100 (with a different promotion code) payable after her Direct Deposit was made. She received her bonus shortly after her Direct Deposit was made as promised When I questioned the bank as to where my $200 bonus was they said the offer was limited to one account per household. Here are my issues: 1. I/we were assured that because the promotion code(s) and our pertinent information was acknowleged by the bank system that we met all requirements for opening the accounts with the associated bonus pending the Direct Deposits which were satisfied the following month. 2. No where on the advertisement or promotional paperwork did it declare 'one account per household' nor were we told that at signup. These are two seperate and distinct accounts. 3. Notice that on top of everything else, they decided to award the lesser of the two bonus. That's just poor show... 4. I have Sun Trust documentation from 8/24/2015 (account opening date) stating that I have qualified and been successfully enrolled into the $200 bonus offer. 5. I received no verbal or written information declaring one account per household. The bank should make that clear before accounts are opened.

Desired Settlement: As a customer retention and good faith gesture, I believe Sun Trust should award me the $200 checking bonus as promised/declared by their promotional material and the successful generation of my account via the promotion.

Business Response: Re: Select Checking Account ending in **** 
Better Business Bureau (BBB) Case 11079125 
Dear Mr. *******: 
We have received and reviewed your correspondence forwarded to us from the BBB 
regarding the reward for Sun Trust's 2015 Checking Offer. I appreciate the opportunity to 
respond. 
SunTrust strives to provide exceptional service with each and every client interaction and 
we understand that we did not meet these expectations in this situation. For that we 
apologize. 
The information you provided helps us to know where emphasis for future training and 
process improvement efforts should be placed. We learn how and where we can improve 
from clients like you, taking the time to share your experiences. 
Our records reflect that your above referenced account was enrolled for the offer on 
August 22, 2015. I understand you were advised because the offer was limited to one per 
household; you did not receive the reward . I had your concerns reviewed again and was 
informed that as disclosed in the Terms and Conditions (copy enclosed}, the offer is limited 
to one per household. Therefore, because the reward was paid to Ms. *******, you will not 
receive the reward. 

Mr. *******, although this may not be the answer you expected, I hope that the information 
provided is helpful to you. Should yo_u have any additional questions or concerns regarding 
your account, please do not hesitate to contact us via your Online Banking Profile, call us 
at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A representative will be 
glad to assist you. 
Sincerely, 

Diane E**** 
Assistant Vice President 
Client Advocacy Office 

Consumer Response: Better Business Bureau:

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



To:         Diane Evans
CC:        Emilee Stevens
From:    Robert *******
Subject: Unfavorable result from  #11079125 complaint

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

Sincerely,

****** *******
Complaint # ********
Tel: ************

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 9, 2016 I tried to make a deposit at a local atm to cover a negative pending balance and the atm gave me an error message. I took a picture of the error message and went home. I called suntrust the next day as I forgot to call that same day and explain the situation. I explained to the representative that i had a pending negative balance of the amount of -219.16. and in order to avoid the overdraft fees charges i tried to deposit $240 and it wouldn't let me. representative refunded two of the four overdraft charges on Feb 10, 2016 due to that I never had requested an overdraft fee refund nor I had ever and overdraft charge on my account since I opened it. In order to give me credit for the remainder two overdraft charges I was directed by the representative to deposit the $240 in order to prove that I had the funds and to contact the branch where it occurred. I did those things and that did not happened. I even email the pic of the error message to another representative. I kept getting the run around every time I had something they wanted in order to credit the remaining overdraft fees. I got tired of calling after I was informed that there was nothing they could do and they will not refund me the other two remaining overdraft fees even though i deposited the money to prove I had the funds and contacted the local branch who just referred me to the 1 800 number like I was told to do in order to have the the other two waived.

Desired Settlement: I would like the remaining two overdraft fees that occurred on Feb 9, 2016 to be refunded as I was advised it would be.

Business Response: Dear Ms. ********: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding overdraft fees assessed to your above referenced account. I appreciate the 
opportunity to respond. 

SunTrust strives to provide exceptional service with each and every client interaction, and 
we understand that we did not meet these expectations in this situation. For that we 
apologize. 

The information you provided helps us to know where emphasis for future training and 
process improvement efforts should be placed. We learn how and where we can improve 
from clients like you, taking the time to share your experiences. 

Our records reflect that, on February 9, 2016, during the time period you stated that you 
attempted to make a deposit, there were no reported issues with the ATM. As a courtesy, 
we refunded $72.00 in overdraft fees that you incurred because you were unable to make 
a deposit. I understand that you were told with proof of the error message that you 
received, we would be able to refund an additional $72 .00. Since we have not received a 
copy of the error message, we respectfully decline your request for additional refunds. 

In order to decrease the chances of overdraft fees, please visit suntrust.com, where you 
will find helpful tips on how to manage your account and avoid fees (see Banking-. 
Overview Guides and Disclosures-+ The Facts About Banking). 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 (see Personal Banking-+Checking Account Features-+ 
Overdraft Services). Instructions for signing up for Overdraft Protection and setting up 
email or mobile alerts are also found on our.website. 



Ms. ********, although this may not be the answer you expected, I hope that the 
information about avoiding overdrafts is helpful to you. Should you have any additional 
questions or concerns regarding your account, please do not hesitate to contact us via 
your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any 
SunTrust branch. A representative will be glad to assist you. 

Sincerely, 

Diane ***** 
Assistant Vice President 
Client Advocacy Office 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. My overdraft fees got refunded the remainder two even though the reply stated that they wont do it.

Regards,

****** ********



3/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had money in my account for transactions that were a few days old 2-3 days waiting to be processed. On the night they were finally processed a charge came through as pending. SunTrust proceed to take the funds for that charge first (although it was pending) and overdraft my account for the charges that were processed and charge me $108.00 in overdraft fees. When I realized this charge came through early I immediately went to the bank and deposited funds from my other account to clear up the balance. I contacted SunTrust to find out why I was charged and overdraft fee for the charges that were already pending and cleared when this charge is only "pending" they advised that it is because the reorder my transactions the clear. When I went back to look over my account I realized that they did not do as they stated. They reordered even the pending transactions and charged me overdraft fees for charged that cleared with money to spare. Since then the charge they are saying put me into overdraft has still not cleared and for all SunTrust knows could drop off and never clear but, they are still refusing to refund me the overdraft charges although I have placed enough money in the account to cover the charges and fees. Today, another charge came through as pending that should have put me in the negative but, because it had not been posted they did not charge me a fee yet because it had not posted. So this basically tells me that SunTrust will deliberately steal money from me by rearranging transactions that have posted after transactions that are pending and may never clear to charge me a fee. When I contacted SunTrust they were very rude and conitnued to give me the run around and each person with a different reason why this happens. I actually talked to one supervisor twice once yesterday and once today and she told me two different stories, yet remembered speaking with me yesterday, They way SunTrust Bank treats its customers is deceiving and dishonest.

Desired Settlement: I want SunTrust to refund me my overdraft fees and once my bills for this month have been processed and my funds have been returned I want to close the account.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

3/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On quite a few occasions I have been charged fees for overdraft fees and extended overdraft fees from 11/15 to date. Some of these fees are bogus. I receive two(2) retirement checks monthly which total a little more that $31,000nper year that is at or near the poverty level. There have been quite a few times that I used the funds based on my available balance and by that I mean that the money was there because bills had been paid. However, when I checked on-line my account read that I was in the read when the bills has been paid. This is a relatively new account that I now want to close ASAP. If one being charged a over the limit fee why is there and extended fee of the same amount? For instance an overage charge of $12.00 for which the funds were there I was charged $36.00. I don't understand there computer system, I just know that when I made the charges the money was available.

Desired Settlement: I would appreciate to receive the Overdraft fees of $36.00 charged to me on 1/21; 1/19; 1/12; 12/24/2015; 12/22/2015; 12/21/2015 These totaling $216.00. The Extended Overdraft fees charged to me on 1/25; 1/21; 1/04/2016 These totaling $108.00. Please help me with this.

Business Response: Dear Ms. ********: 
We have received and reviewed your correspondence forwarded to us from the BBB 
regarding overdraft and extended overdraft fees that were assessed to your above 
referenced account. I appreciate the opportunity to respond . 

Our records reflect that, on December 21, 2015, your account balance was $100.77; a 
$200 ATM cash withdrawal was presented and paid. On December 22, 2015, your 
account balance was negative $135.23; a recurring debit card item from ****** {$14.41) 
was presented and paid. On December 24, 2015, your account l;lalance was negative 
$185.64: a recurring debit card item from ***** ($104.92) was presented and paid. 
Because there were not sufficient funds in the account to pay the items, your account was 
assessed three $36.00 overdraft fees, totaling $108. 

On January 12, 2016, your account balance was $102.70; an item from *** ($72.99) 
was pending, which reduced your available balance to $29.71. A purchase from *** ****  ******* ($100) was presented and paid . On January 19, 2016, your account balance was 
$20.44: an item from ****** ($14.60) was pending, which reduced your balance to 
$5.84. A credit from ******* ($3.25) increased your balance to $9.09. Two items totaling 
$132 (a $120 ATM cash withdrawal and a $12.00 purchase from ******** ****) were 
presented and paid. On January 21, 2016, your account balance was negative $180.31; 
the recurring debit card purchase from ****** {$14.60) was presented and paid. On 
January 25, 2016, your account balance was negative $230.91; a recurring debit card 
item from ***** ($104.92) was presented and paid. Because there were not sufficient 
funds in the account to pay the items on the dates presented, your account was assessed 
five $36.00 overdraft fees totaling $180. Based on this information, we have determined 
that the assessed overdraft fees are valid and will need to remain (statements enclosed). 
Because your account balance was negative for five consecutive business days, you were 
assessed $36.00 extended overdraft fees on December 28, 2015 and January 25, 2016. 
The $36.00 fee from December 28, 2015 was refunded on January 4, 2016. 
Our records show you have overdraft protection for your checking account. The $12.50 
overdraft protection fee occurs when funds are transferred from your linked protector 
account to the overdrawn account. During the months of December 2015 and January 
2016, there were not sufficient funds in the protector account to cover the shortfalls . 

We show that, on August 11, 2015, you accepted Overdraft Coverage, which allows 
SunTrust to decide whether to pay ATM and everyday debit card transactions when the 
available balance is not sufficient to cover the transaction . As a suggestion, you may want 
to decline this coverage, meaning that any ATM and everyday debit card transactions that 
would result in an overdraft of your account will be declined at the point of sale. Checks 
and other transaction made using your checking account number and automatic bill 
payments are not affected by these rules . 
Concerning debit card transactions, once a debit transaction is authorized, a hold is 
placed on the client's account reducing the avallable 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 
debits and credits, to determine their available balances. Detailed information concerning 
this matter is included on pages 17 and 18 of our Rules and Regulations For Deposit 
Accounts (enclosed). The Rules are provided at account opening and also found on 
suntrust.com (see Banking-70verview Guides and Disclosures-Deposit Account 
Disclosures). 

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 (see 
Banking-70verview Guides and Disclosures-The Facts About Banking). 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 mentioned that you want to close the account. In order to do so, the balance must be 
positive or zero and all outstanding items must be paid. We also recommend that you 
contact'merchants to stop recurring and automated clearing house (ACH) transactions. 

Ms. ********, although this may not be the answer you expected, I hope the information 
about avoiding overdrafts is helpful to you . Should you have any additional questions or 
concerns, please contact us via your Online Banking Profile, call us at 800 .SUNTRUST 
(800.786.8787) or visit any SunTrust branch. We will be glad to assist you . 
Sincerely, 

Diane E**** 
Assistant Vice President 
Client Advocacy Office 

3/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Step 1: Tell Us About Yourself & the Business Step 2: Tell Us About Your Complaint Step 3: Additional Complaint Details Step 4: Review and Submit Your Complaint Complaint/Consumer Information ***** ******** *** ********* **** ********* ***** ** ***** ****************** Business Information SunTrust Bank 919 E Main St Richmond, VA 23219 Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Refund / Exchange Issues Problem description: I sent a check to pay Advanced Disposal bill. I sent the check to the Callahan Florida office. Some how the check was cashed at a Suntrust bank in Orlando and was not applied to the account that it was intended. After several months Advanced called me and told me the account had not been paid and cancelled the services. I paid the balance and had the service restored, it cost to reinstate the service and replace the tote for service. After going to my bank *****), I was given a copy of the check and seen it was cashed at Suntrust in Orlando. Spoke with Advanced Disposal and was told that they have not done banking with Suntrust in years. After several calls to Suntrust I ask for help from *****. They filled out an affidavit of unauthorized Endorsement or altered item on 9-24-2015. Since this time they have sent multiple letters and make many phones calls to resolve this issue. I am now going to reach out to this office to help resolve this issue. The check was written on 6-26-15. The stamp on the back reads "Credit to within named payee lack of end GTD Suntrust Bank Lockbox #919312 Site: ORL Deposit Date: 6-29-15, 0234001071730, Batch #62 SEQ#: 0046 for the amount of $107.18. My other charges are for $25.00 service charge from Advanced Disposal and $20.00 Re-Deliver of Toter, for a total of $152.18. Please help me recover these fees. I have all the documentation you need to verfiy this information is correct. Thanks in advance for your help ***** ******** * ***************** Desired Resolution: Refund Desired Outcome I just want to recover the $152.18 I am out. Complaint Detail Date of Transaction: 6/29/2015 Date of First Problem/Issue: 9/8/2015 Have you complained or contacted the business? Yes Date(s) Complained: 9/16/2015 Pur***** Price: 107.18 Amount disputed: 152.18 Product/Service: unauthorized endorsement Message to BBB Waiver(s): I authorize the business to communicate with the BBB about m

Desired Settlement: I want my $152.18 back.

Business Response:
Re: Better Business Bureau (BBB) Case 11134392 

Dear Ms. ********: 

We have received and reviewed your correspondence forwarded to us from the 
BBB regarding a check that was negotiated by SunTrust in error. I am sorry for any 
inconvenience this matter may have caused you, and I appreciate the opportunity to 
respond. 

Our records reflect that we received a claim from ***** on January 11, 2016. We 
have responded to *****, and they will contact you regarding this matter. 

Ms. Heberlie, should you have any questions about this claim, please call *****. 

Sincerely, 

Diane ***** 
Assistant Vice President 
Client Advocacy Office 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** ********



3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had opened up a new account in January, with my husband, **** **** and myself with Mr. Henry ****, VP of SunTrust bank in Dillingham Square, Lake Ridge, Woodbridge, Va. On January 22, 2016 I went into the branch and asked how much longer would it be before I received my debit card. He said in about a week. As of today I have not received my debit card. I have called and left several messages with Mr. **** and have not received a return call. Each time I visit the branch I get a run around from whomever happens to be sitting at the desk, because Mr. **** is always out of the office. On 2-8-16 approximately, 2 pm I made another trip to the branch to see Mr. **** and again he was out. I spoke with a different gentleman and he said they would overnight the debit card to me. I was told that last Friday from someone else that it would be overnighted to me. I have had another issue with Mr. **** before. Last October or November I asked him to print many copies of my previous statements from another year. He charged my account $105., I expected them to come to my home instead I never received a call. I asked him to waive the fee and all he could do was give me $35.00 back of the $105. By that time I did not need them. He is a nice man and very friendly but he never returns my calls even though he said he called me to tell me to pick up my statements. My daughter checked my phone records and I was never called by anyone from Suntrust bank. This is not the only time I have been disattisfied with the services from this bank. I used to painfully have use the suntrust on Horner Road in woodbridge. Anytime I would go to the branch it was never anyone to help you or they had a different person that totally screwed my account up one time. Most of the time they didnt speak good English. I only have my SS check going to my joint account and eventually I will stop that. I joined **** ****** ***** and got my debit card within 20 minutes!!

Desired Settlement: Please have someone contact me from the Headquarters of Suntrust and also send me a letter. I want my full refund and my new debit card and I want to know why it had taken so long. Also, the branch in Garrisonville, Va, the teller gave out personal information on how much I had in my account last January 2015 to my step-granddaughter, this was a violation. I have her name and would like to discuss it with Headquarters.

Business Response: Re: BBB Case# ******** *** ** **** 

Attached is the response that was mailed to the client. 

Please close this case on your records. 

2/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase through ********** for Dragon Software, a headset, and a book for $120.70. On 01/29/2016, I noticed that my debit card was charged twice in the amount of $120.70 for a total of $241.40. I contacted Latasha via chat and she was not helpful at all. This is the second time that Suntrust has held my money hostage through purchase authorization charges (once for Sears.com purchase and one for Amazon.com purchase). I want SunTrust to credit my account for the $120.70 they took without my permission for a purchase authorization charge.

Desired Settlement: Credit my banking account with $120.70 for the purchase authorization charge they took out without my permission.

Business Response:
SunTrust has responded to our client but cannot share the response 
with the BBB as no signed third party authorization was received . 

Please close this case on your records. 

2/29/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: cashed a stolen check out of my checking account on 11/16/ 2015 and will not put the money bank .They mailed my checks to the wrong address and they said how do you no we mailed them to the wrong address ,the wrong address is on the checks they are a joke once this is resolved i hope i never hear their name again

Desired Settlement: i just want money back

Business Response: Re: BBB complaint # ******** ****** ********* 

SunTrust is currently reviewing the client's concerns and formulating 
a response. If possible. please extend this case and we will contact 
you as soon as a response is mailed. 

2/24/2016 Problems with Product/Service
2/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On October 26, 2015, I called and spoke with a Suntrust representative to arrange a car payment. I called and scheduled a payment of $890.52, the payment is for the due date and the next payment due date. I paid ahead of time because I have to leave the country for the month to visit an ill relative. I also requested to set up automatic payment on my car loan due to the fact that SunTrust Bank does not provide the ability to make a car payment online, as well as there isn't a local branch in the city. The representative told me that the auto payment would be automatically drafted from my bank account and I provided her my bank account and routing number. I assured that it was all set and ready. But, on January 9, 2016 morning, I received a call from SunTrust Bank and I wasn't able to pick up the call. So I call them back and their representative told me that my payment was late. I was very surprised because I had already set up automatic payment with the previous representative. But he told me there isn't any automatic payment setup on my account and I was charged a late fee. That's fine, we went back and forth and finally had the situation taken care of; they need me to mail this form that they will send out along with a voided check. Upon checking my credit score today, SunTrust Bank gave me a 30 - 60 days late delinquency on my Transunion, Equifax and Experian credit report, causing my credit score to drop 29 points. This is absoulutely unacceptable as it is not my fault that the representative did not set up automatic payment as she had told me. With my previous car loan I have never missed or have been late on a payment and it was always on time and the car was paid in full, same goes to my credit cards. Please correct this error as soon as possible.

Desired Settlement: Please remove the delinquency on my Transunion, Equifax and Experian credit report.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

Late payment status still reflects on my Transunion, Experian and Equifax credit report. Please have those status removed . 

Thank you,

** ****




2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My hazard insurance renews this month and I changed carriers. Before I changed, I called SunTrust and let them know what I was doing, and asked them NOT to pay my old carrier. They assured me they would comply. I initiated the new policy and provided all of the required information to SunTrust. Despite my efforts, SunTrust still paid the old carrier. They've now also disbursed to the new carrier, so my escrow account is horribly overdrawn. The level of incompetency with performing such a simple transaction is unacceptable. When I call to try and resolve this mess, all I get are meaningless apologies and no action to resolve the problem.

Desired Settlement: Cancel the payment to the old insurance carrier and credit my escrow account with the amount disbursed in error immediately.

Business Response: Please see attached response.

Business Response: Dear Ms. Stevens

We received your correspondence regarding the above referenced case. Because you 
did not include a signed authorization form from the client, we are unable to provide you 
a copy of our response to the client dated February 19, 2016. Upon receipt of the 
signed authorization form, we will gladly share a copy of our response with you"r office. 

Thank you for contacting SunTrust. 

Sincerely, 

Kewanna ****** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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, there is no privileged information involved in this issue, so Suntrust's position is erroneous. Second, if written authorization was required, why was I not told this from the beginning? This is typical bureaucratic avoidance of taking the necessary action to resolve the issue...which is unfortunately typical Suntrust behavior.
Regards,

****** *********




2/19/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got charged for an overdraft fee when my account was not in the negative or in danger of being in the negative.

Desired Settlement: Refund of overdraft fee.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

[SunTrust's letter indicates that they have contacted me about the issue. They have not contacted me about the issue. So it is still not resolved.]

Regards,
******* ********




2/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The bank randomly closed my account without explanation, effective January 25, 2016. I have 3 claims open, and 2 checks written to transfer my funds to my new bank account. SunTrust has been nothing but rude and non-cooperative to me since day 1, and I never expected it. What blew me away is they sent me a letter saying my account would be closed, and when I call in they just say they will go to the Internal Fraud department, then nobody ever calls me back. Now I am out $27,445 that is left in my account, the account is closed on my online banking and I need that one for funeral expenses. I asked the branch when I would get a check for the money and nobody has no answer, so now I feel they stole my money.

Desired Settlement: Please keep my account completely open until February 17, 2016 so I have time to have everything transferred over. Thank you!

Business Response: Re: BBB complaint# ******** ******* ******** 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

While I am glad SunTrust got back to me, the issue is they still owe me money. There were two opened claims they never resolved and I never asked for any claims to be cancelled. One for $1500+ for Apple Store, and one for ASOS for $330. Please send me a check for those claims. Thank you! 

Regards,

******* ********




2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like a refund of my fees of $144

Business Response: Re: BBB complaint # ******** ******* **** 

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

Please close this case on your records. 

2/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since January 2014 I have been patiently worked with Suntrust about my accounts ending in **** & **** 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 **** 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 **** email address is invalid and I changed the email address to my personal email address: ********************* 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, **** & **** use the same email address, *********************, account **** has not converted in about 6 months but the account ending in **** 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 **** & **** be reviewed from start date for erroneous maintenance fees not refunded. Also I am requesting that BBB 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. *****: 

We have received and reviewed your correspondence forwarded to us from the BBB 
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 
onlinestatements@suntrust.com. 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. *****, 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 ****** 

Officer 
Client Advocacy Team 

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund of at least my $36.00 that I was guaranteed I would receive for payment that posted on the 4th, after being told it would not post, and then being told that it WOULD be refunded.

Business Response: SunTrust has responded to our client but cannot share the response 
with the BBB as no signed third party authorization was received. 

Please close this case on your records. 

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wallet was stolen on 1-19-16 and a new card was requested to be sent to my ****** **** address which is on file in addition to my post office box. As of this date I have not received the card therefore, I called back to Suntrust Bank on 1-28-16 to learn that the card was not sent to the address given to the representative from fraud prevention. I requested a supervisor due to this not being the first time of the same mistake. Prior to this incident I had to fraud cases that resulted in the same inconsistency, the card being sent to the wrong address. Supervisor, Denise from Fraud Prevention was able to handle my request of reissue and my request of FED EX. I believe there is a lack of training on how to provide customer service and satisfaction based on the first representative (Miguel) that was from the regular business accounts not fraud prevention had me explain all my information and what occurred just to say "we have to mail your card to the mailing address without verifying. in addition I was transferred to the fraud prevention department and had to repeat all the information again which resulted in the representative stating "I don't see an account for you with your social security number" (He never thought it was a business account and did not ask).

Desired Settlement: Satisfaction

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

2/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My Ex-Husband's "******* ** *******" SunTrust statements and mail keep coming to my address at *** ******** **** ********* ** *****. He does not live here and I don't know where he is. I want the mail to stop coming to my house.

Desired Settlement: I want the mail regarding the Account for ******* * ******* to stop coming to my address at *** ******** **** ********* ** *****. The account number ends in ****.

Business Response:
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

2/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint because an error was made to my account on behalf of SunTrust. The issue is, I called and made a loan payoff over the phone to a SunTrust representative on my account on 9/18/15. I gave the representative my account number, routing and transit number and account type "SAVINGS" account. A week later, I received a notice and/or letter from SunTrust dated 12/1/15 stating on November 25, 2015 a payment for $9,401.76 was applied to my account. Unfortunately, the payment was returned unpaid. This kind of service is totally unacceptable from a prestigious banking institution such as SunTrust. The representative made an error and caused my account not to be PIF and now it accrues daily interest charges. I visited a SunTrust branch on 12/5/15 and made a payment in the amount of $9,412.03 which has gone up since I originally paid off the balance. I called my bank "***** ********* ****** *****" on 12/7/15 to see why the payment was rejected and was told that SunTrust made an error with the account type. They entered the account as a checking account instead of savings account. Therefore, my account has accrued over $10 in interest. I called SunTrust on 12/7/15 and told them they need to pay me the difference of the two payments due to an error on their behalf. I was told that the account would not be paid in full if they were to refund me the difference. SunTrust is not willing to take responsibility for their error. Therefore, I am being made to overpay for something on their behalf. This type of service and behavior from a banking institution such as SunTrust is totally UNACCEPTABLE. The lack of professionalism, lack of customer service is a behavior not to be tolerated when dealing with customers funds. I am totally dissatisfied with the lack of service that I have received. I have paid my monthly loan payment consistently and on time for the last four years and this is the type of service I get. This is the thank you I get

Desired Settlement: The outcome that I am requesting is compensation for having to spend days going around in circles, calling from location to location with no one willing to resolve this issue. The error in processing my account was made by SunTrust and they need to take responsibility for their actions. I paid the amount in full that was due and I am demanding a refund of my overpayment. Whatever needs to be done to rectify this issue needs to be done in a timely manner such as I paid the loan off in a timely manner.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Business Response: Please see attached response.

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** *****



2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1-26-16 our account overdrafted. We expected 1 overdraft fee as we knew we had over extended our account and a large amount was still due to come out. What we didnt expect was for SunTrust to rearrange the order of our transactions. Six items cleared the 26th. And SunTrust arranged them in such an order to where it is exactly the largest to smallest transactions regardless of the fact that that was not the order what so ever of the transactions. It maximized our overdraft fees. Instead of 1 $36 charge like we expected, we were charged that times 3 so they could take more from us in fees. The account should have only had 1 overdraft fee for $36 for the largest most recent transaction. Not $108 because they reodered the transactions that came out all on the 26th. When my husband called to explain how it was not fair, customer service was rude and unwilling to listen or correct their error. When I reached out to the cooperate page, they also did nothing.

Desired Settlement: We want to see the overdraft fees corrected in our account and our money returned.

Business Response:
Re: BBB complaint# ******** ***** ******** 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

The complaint was resolved and SunTrust returned the overdraft fees to our account after being contacted by the bank again and having our account reviewed by corperate. Thank you for your help in resolving the matter. It is much appreciated. If the company does not perform as promised I can get back to you at: ****************************

Regards,

***** *** ******* ********


2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been calling suntrusts number at ********** since friday january 1st. I had a mobile deposit submitted in the amount of $565 roughly that I needed to pay my rent by the 5th. I had learned it was being held and after calls on saturday and sunday as well as monday, learned that I would need extra steps to cash it early otherwise it would be held till the 8th which is after when I need it. The last representative I spoke with on Tuesday the 5th had stated that I can cash the check at the bank and call suntrust back and let them know I cashed it and to clear out the check that would have been deposited from my account. Now I already had a bill pay set up to my renters office to make a payment but that wasnt going to be on time either and I had already requested to have that taken care of. Now I did go cash the check and I called to let suntrust know. They stated they would put that in the system so it would not get cashed and nothing come out my bank. But both did happen, I emailed a supervisor to return the $565 that was supposed to be cashed and I called repeatedly to dispute $530 that was still sent out due to billpay. I was sent over to disputes last week and I was even provided with a case number from a representative and was told a fraud affidavit would be sent. The case number was #*********, but I just finished getting off a call with a supervisor and she stated she had no record in the system of my case and basically told me I need to call steeplechase and ask for my money. (my renters name). Now I had already contacted steeplechase to not cash the check since I learned it was being sent anyway but they still cashed it and from the email conversation not willign to provide it back. I was able to have suntrust be willing to do a three way call with my rent company. But I am pretty sure they will want to keep the funds in their account. But in the meantime my account is negative $540 and $565 and Im still getting fees for misinformation from other agents.

Desired Settlement: I am being charged overdraft fees on my account and if steeplechase will not return the money to the bank I will have to wait untill I receive another paycheck which will be the 29th of december to get my account out of the negative. In the meantime I will get penalized for being in the negative. I want someone to refund the check that was sent out and the fees being accrued fixed. My saving and my checking are in the negative because of some weird overdraft protection system. The overdraft in my checking account is being bounced to my savings account which is why it now looks like im negative 1178.39

Business Response: Dear Ms. *******: 

We have received and reviewed your correspondences forwarded to us from the CFPB 
and the BBB regarding a deposit made to the account referenced above and the 
processing of your online bill payment. I understand this has been a frustrating situation 
for you. and I regret any inconvenience caused. Thank you for the opportunity to 
respond. 

Our records show that, on December 31, 201 ~' you made a mobile check deposit for 
$565.67 to the account (copy enclosed). During the review process of the deposit, we 
determined that a hold needed to be placed on the account for $565.67 due to the reason 

noted on the Notice of Hold (copy enclosed), which we sent you on January 41 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 holds, and all 
proper guidelines were followed in placing the hold on your account for the deposited 
check. 

When you contacted us about the deposit hold, I am sorry that our representative 
incorrectly advised you that you could cash the check before the hold was released. After 
we were notified that you had cashed the check, the $565.67 deposit was reversed from 
your account on January 13, 2016 (statement enclosed). Because you did receive the 
funds from cashing the check, our deduction on January 13, 2016 was accurate and will 
remain . 

Concerning your on line payment to Steeplechase for $530, we show you set it up on 
January 4, 2016, a check was issued on January 7, 2016, and it was paid from your 
account on January 12, 2016 (copy enclosed). Unfortunately, we found no record of your 
request to stop the payment. However, as a courtesy, we have refunded the $80.00 in 
returned item fees assessed to the account on January 15 and 25, 2016. This refund will 
be reflected on your next statement. 

Your comments about the quality of service you received 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 understand that we did not meet 
these expectations in this situation. For that we apologize. 

The information you provided helps us to know where emphasis for future training and 
process improvement efforts should be placed. We learn how and where we can improve 
from clients like you, taking the time to share your experiences. 

Ms. *******, I hope this information is helpful to you. If we may be of further assistance, 
please don't hesitate to call 800.SUNTRUST (800.786.8787) or visit any SunTrust 
branch. Our representatives will be glad to help you. 

Sincerely, 
~~~ 
Sherry ** ****** 
Vice President 
Client Advocacy Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 with the whole situation is not the fact that there was a hold. I completely understand that banks have holds. I ALSO know some holds can be resolved if some action is taken, but the action needed to resolve this one was a bit much. Which is FINE. But I had to pay rent which would not wait till the 8th to be paid. So I took that recommendation to cash the check so I can pay my rent. I was under the pretense that ALL i had to do in terms of suntrust is just say hey I cashed the check so dont cash it, and cancel the bill pay because my balance would NOT have covered that amount. The only reason I did the billpay is because I thought everything would be good by the 5th. It wasn't so I made sure to say I would take other actions. So like I said no problem with the hold I just had to get my funds faster than the release which I did. But you guys STILL cashed the check which lead me to apologize immensely to my JOB because to them I just got paid twice!!!!! And then you still sent out a check with no money available for it!!!!! I had NO problem with$565 check being removed because I am not a thief! But because you still sent out that $530 check, the little bit of money I had left and wanted to use for items that I bought on amazon were basically bounced and I had to call amazon to resolve the billing discrepancy and deal with that repercussion of basically a bounced check. So I looked bad for my job AND amazon! Then to top it off when I try to resolve this issue your representative in the disputes department basically "opens" a claim that wasn't really open because when I gave the supervisor the number (*********) she had NO IDEA of what I was talking about and there was NO case in the system!! So who the hell did I waste my time with???? I was under the impression that I claim would be opened and I would get my $530 back, but with the length of time all this bullshit took. There was no point for me to even get my $530 back. And you know whats funny, I received a letter yesterday from you guys discussing opening up a dispute for the check and claim it as unauthorized!!  What the hell is this!! Its too little and MUCH too late to take back $530 because it was just applied to this months rent and I REFUSE to let you guys mess up any more companies I am associated with. I don't even want to pay $12 for service because this month of Januarywith you guys have been horrid! I knew something would be wrong when I couldn't even get my first checkbook with some checks I was told I had to pay for that when you guys didn't even mail me the beginning checkbook in the first place! I can honestly say I have never experienced this kind of service before and I am so disappointed that with all the agents I spoke with. It took a supervisor on the 19th of January to basically set everything straight.  So once again, I have no issue about the fact that holds can occur anytime, I realize that, and of course I have no problem with the fact that you guys had to take the money back (I shouldnt have been paid it to the bank in the first place!!!) Its the fact that I was just led blindly, had to apologize to my job and amazon, and given false hope and had the inconvenience to cash my job checks at some random liquor store and pay those freakin fees because of this mess with you guys. $10 bucks to cash a check at M&t was not something I really wanted to have done. Thank god my job cancelled the direct deposit when they did or Id really be livid with you guys. This was a great birthday month for me, january was just perfect with you guys! Happy birthday to fucking me. 

Regards,
****** *******




2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a home equity line with Suntrust Bank and they make harassing phone calls to me for payment EVERY month. This month, they began making the harassing calls to my phone on Monday, 1/11/2016 (the day before the payment is due) at 2:47 pm. They call from many 800 unrecognized phone numbers. They even sent me a harassing letter dated 8/11/2015 informing me that as of the date of the letter, their records indicated that the account was 30 days past due. THE ACCOUNT WAS NOT 30 DAYS PAST DUE as I ALWAYS make the payment prior to 30 days from the due date. I called customer service today, 1/15/2016 and spoke with Lena who was extremely rude as she talked over me the entire time I talked. I asked to speak with a manager and she transferred me to Frank a supervisor who was just as rude, if not more rude as he talked the entire time I was speaking as well except at the very beginning of the conversation. It sure DIDN'T SEEM AS THOUGH I WAS SPEAKING WITH A REP OR SUPERVISOR IN A CUSTOMER SERVICE DEPARTMENT. I informed both of them that I have been receiving monthly HARRASSING phone calls from Suntrust Bank for years (3 to 4). They are calling and HARRASSING me for payments before they are due and/ or before they are even 30 days late (which is what's reportable to the credit bureaus). They are also HARRASSING me for only making the Total Interest Charged PAYMENT DUE that's listed under the summary of account activity and not including the late fee. Lena stated that my account was 2 months past due when I spoke with her today (1/15/2016) and I made the Total Interest Charged payment (that was due on 12/12/2015) at a Suntrust Bank branch on 12/24/2015 at 13:56:31. I have the receipt of payment. She harassed me about not making a payment including the late fee and stated that my account was delinquent because I didn't include the late fee with the Total Interest Charged payment. I can't work for receiving numerous daily, weekly, and monthly harassing phone calls from Suntr

Desired Settlement: STOP THE NUMEROUS DAILY, WEEKLY, AND MONTHLY "HARRASSING" PHONE CALLS!!!

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Business account with Suntrust for 10yrs, now every time one of our US distributors are accessing our Suntrust debit card this bank is blocking the card ! This happened every day for weeks now, we have to call all the time to release the block....with all the ph waiting in line. This is plain stupid for a bank to block same transaction, same merchant all the time just because they want to and they don't care about us customers. Now in top of that we called yesterday, they verified all transactions and promised that the block on this card is release, today we tried to use this card and is still blocked...unbelievable insulting customer service! We'll close all business accounts with this stupid bank, but just put it out there for everybody to know what to expect

Desired Settlement: Pay my time for calling everyday and stop the most stupidest thing we ever saw in banking system. Suntrust had many other problems we reported, including few they were fined by government...fyi

Business Response: Please see attached response.

Business Response: Dear Mr. *********: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding blocks placed on your debit card referenced above. I understand the difficulty 
this type of situation can cause and regret any frustration you experienced. I appreciate the 
opportunity to respond. 

Our records show that a test transaction for $1 .00 from Western Power Sports was 
submitted to your account on January 13, 2016. However, you had done business with this 
merchant on a regular basis in the past, and payments to the merchant were honored; 
therefore, the test transaction appeared to be suspicious. For this reason, we placed a 
block on your debit card to protect you from potential fraudulent activity. 

Because you have notified us that transactions received from ******* ***** ****** are 
valid, we have noted your debit card accordingly. We apologize for any inconvenience this 
matter caused. 

You requested compensation for your time while trying to resolve your concerns. We 
respectfully decline your request, as we do not provide compensation for time spent 
resolving issues. 

Mr. *********, I hope the information contained in this letter will alleviate any further 
concerns. If you have any questions regarding your account, please do not hesitate to 
contact us .at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A 
representative will be glad to assist you . 

Sincerely, 

Haywood ****** 
Officer 
Wholesale Client Relations and Support Team 

Consumer Response: Better Business Bureau:

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

How is possible for a bank to block a business debit card every other day for a month and not care about a customer complaining about this? Also how is possible for Mr B working at this bank not to see all the blocks placed on this card? There was another block on our card yesterday! This is unacceptable and I wanted this publicly posted for all suntrust customers to know what can expect. Sure suntrust doesn't pay for his mistakes it's the cusomer paying all the time (in this case my time wasted every other day with a long wait in line for customer service)
[Provide details of why you are not satisfied with this resolution.]

Regards,

** *********




2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got scams sometimes last year and SunTrust closed my account due to overdrawn. I tried applying with another bank later this year but I was told I couldn't because of my bad relationship with SunTrust. I have been contacting them for over a week to settled my account they refuse to tell me my balance. They transferred me person to person, department to department before eventually hanging up on me. I have sent them a check of $250 they cashed and deposit it, it cleared in my account but they claimed to have never received it. It wasn't until I told them I would get proof that they admit to received it. SunTrust is making my life a living hell. They refused to provide me with an account at the same time they refused to work wit me to settle this one account so I could go bank elsewhere.

Desired Settlement: Since they refuse to tell me what my account balance is, all they do is hang up on me and transferred me when I called I believe they should adjust my balance to $0 and removed the negative remarks they have on my credit

Business Response: Dear Ms. *********: 

We have received and reviewed your correspondences forwarded to us from the BBB and 
the CFPB regarding the quality of service you recently received when you contacted us 
about the balance owed on the above referenced account. I am very sorry to learn that 
you were a victim of an apparent scam and understand how frustrating a situation like this 
can be. Thank you for the opportunity to respond. 

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 understand that we did not meet these expectations in this 
situation. For that we apologize. 

The information you provided helps us to know where emphasis for future training and 
process improvement efforts should be placed. We learn how and where we can improve 
from clients like you, taking the time to share your experiences. 

We show that your account was closed with an owed balance of $1,083.54 ($1,053.54 
plus a $30.00 account closed in overdraft fee) on December 18, 2014 (statement 
enclosed). We received and applied your $250 payment on November 12, 2015. In 
addition, we have credited a total of $163 to the account as a courtesy because of the 
difficulties you experienced when inquiring about the balance, which reduced the amount 
currently owed to $670.54. 

As a further courtesy, we have requested Early Warning Systems to remove our reporting 
of the account from your records. We have confirmed that we are not reporting the 
account to any other consumer reporting agency. Because funds are still owed on the 
account, we ask that you please send a check or money order for $670.54 to bring the 
account to a zero balance as soon as possible. This will ensure that the debt does not 
reflect on your credit file in the future. Our mailing address is: 




Ms . *********, I hope this information is helpful to you. Should you have any additional 
questions regarding your account, please do not hesitate to contact us at 800.SUNTRUST 
{800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you. 

Sincerely, 

Seth ** ***** 
Officer 
Client Advocacy Team 

2/8/2016 Billing/Collection Issues
2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I opened my account about a month ago, and am severely dissatisfied with my experience with SunTrust. In the little time that I have banked with SunTrust, I have been charged 14 $36.00 overdraft fees. All within one pay-period. That totals up to $504. I have a current balance of -$452.34, which means that if I were not to have these fees, that I would have a positive balance of $51.66. I've contacted Customer Support two separate times about this, and have gotten no help from anyone that I spoke with. I escalated my second phone call to about 5 different supervisors, and still no help. After reviewing my account myself, I saw that the first fee that occurred was in error. I had a positive balance of $40.42 when a transaction of $21.32 came out of my account, which should have left me with $19.10. The next thing to come out of my account was a $36.00 overdraft fee for the purchase I made for $21.32 which left my balance at $4.42. Not knowing that I had already incurred a fee, I took out $20.00 - which I should have had in my account - and incurred another $36.00 fee. This continued for about 3 days, even though I made a cash deposit of $85.00 the next day. I understand from the conversations that I've had that i made the deposit after the cut-off time, although I find it extremely disappointing that I couldn't get any help at all. My account wouldn't have been in the negative if it weren't for the way my transactions were processed, the initial $36.00 fee taken out for no apparent reason, and the lack of understanding on how you debit transactions from my account (which I also think is absurd). After the appalling conversations that I had with Customer Service, I withdrew ALL of my funds from my account, and set up direct deposit with the bank that I was planning on closing. I have no intentions of paying these fees because I think it is completely preposterous that I received $504 worth of fees after banking with SunTrust for less than a week.

Desired Settlement: I want a refund of all of the 14 overdraft fees that were charged to my account. I believe that is fair, considering my above statement.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

After receiving SunTrust's response to my complaint, they have offered no assistance to help me. They rearranged all of my debits/credits to my account to make me withdrawal and achieve the most overdraft fees possible. I have attached a copy of the bank statement they sent me, and you can clearly see from the "Date Paid" and the "Transaction Date" that they have moved all of my transactions around. 


I also made a cash deposit of $85.00 to insure that my account would not go into the negative, but they held that deposit for an entire 24 hours before it was available in my account, which caused more overdrafts.

I would like all fees assessed on my account taken care of, my account closed, and a check for the remaining balance in my account. This should come to $53.66. The fees assessed on my account total to  $506 and my balance is - $452.34 so the difference would be the $53.66. 

Regards,

**** ********




2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bank is closing my primary checking account for unknown reason. I have banked with Suntrust and established all of my primary financial bill payments with this bank. I have not had any bounced checks and maintain an average balance of 2-7k at any one time. I only transfer money into the account from my business account and have never done any questionable activity. For no reason Suntrust sent me a notice stating they are closing all of my accounts within 30 days. When I called the contact number they quoted the small print in my contract that states the bank can close my account at any time and are choosing to do so. The customer service rep "Karen" stated she is the only person that I can talk to and continued to quote the contract clause and that the Bank senior management has elected to close my account. When asked if I can establish a diffent type of account I was informed my account is being closed and I can never establiblish any new accounts. I'm concerned that Suntrust has added some form of negative information on my personal file and they refuse to inform me what I have done to cause a large banking firm to sundenly close all of my accounts and inform me that I cannot establish any new accounts in the future.

Desired Settlement: Explanation of account closure Written statement that Suntrust has not added any negative information to my credit or other internal reports that may effect future business. Continued Business: Possibly transfer to a different type of checking account if the type of account.

Business Response:
Re: BBB complaint# ******** ****** ****** 

SunTrust has responded to o.ur client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response:

Better Business Bureau:

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

The only response I received was a name of the case manager "Sheri ******" who was assigned and reviewing my case.  Sheri has not communicated or provided any correspondence to me.  Upon receiving this message I have called and left a voice mail with Sheri ****** but have not received a return call.


Regards,
****** ******




Business Response: Dear Mr. ******: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding SunTrust's decision to close your above referenced account. We 
appreciate the opportunity to· respond. 

The decision to close this account was a business decision made by SunTrust, as 
explained in the enclosed January 5, 2016 letter from SunTrust's Consumer Private 
Wealth Management (CPWM)-Regulatory Team. We have reviewed this matter 
again, and our position remains the same. 

Mr. ******, should you have any other questi.ons, please call our CPWM Regulatory 
Team at 404-813-1116. They will be glad to speak with you. 

Sincerely, 

Sherry ** ****** 
Vice President 
Client Advocacy Team 

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2015 I randomly received a new debit card. I did not request it, I had no warning that it was coming. My original debit card is silver. The new card is gold. The letter on the new card told me that I needed to activate it because eventually my other card would not work. It did not say anything about a changed pin nor did I give any authorization for my pin number to be adjusted. I activated it Jan. 4th, 2016. On Jan. 5th 2016 I went to three stores and at each my debit card was declined in front of numerous people, (multiple times at each store), citing that my pin was unauthorized. I called Suntrust on Jan. 6th and spoke to four reps. Each told me basically that I should have know a new card would have a new pin and that I had ordered the card although I expressed that I had done no such thing. I told them that they needed to correct my pin situation and compensate me for my embarrassment and inconvenience. When I asked for corporate the third rep told me he was a supervisor at corporate and that he could not help me. I asked for his supervisor. A man named kevin or Jack took the line and was just as nonchalant as the previous three people. He told me that he could not fix my issue. I told him that they were going to loose me as a customer if he did not fix my issue and figure out a way to compensate me for my embarrassment and inconvenience and that as we spoke I was filing a BBB complaint because this was not the first time I had issues with them and their service. In addition, if he was not going to service me I was going to do the BBB complaint and he could stay on the line and work on my issue or choose not too. He told me to have a nice day and disconnected the call.

Desired Settlement: I want my pin issue corrected and compensation for my embarrassment, inconvenience and now rude treatment or they will not longer have me as a customer.

Business Response: Re·: BBB complalnt # ******** ***** ***** 

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

Consumer Response: Better Business Bureau:

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

Suntrust did not try to resolve this issue in any way.  At the time they sent the response to you, (1/26/16), they had not even contacted me yet.  I did however, receive a letter from them a few days later that basically states they are not and have no intention to resolve this issue.  It remains unresolved.

Regards,
***** *****




2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The problem is the banking industry practice of reordering transactions. This bank processed a large transaction on 12/28/2015 and moved all of the transactions that I made on 12/24/2015 behind the larger one so that i would end up with multiple overdrafts. Whe nthey changed the order that the charges were mad it cused me to have $245 in overdraft fees.

Desired Settlement: A refund of ALL overdraft fees

Business Response: Dear Mr. *****: 

We have received and reviewed your correspondence forwarded to us from the CFPB 
and BBB regarding the posting of items and overdraft fees assessed to the account 
referenced above. We appreciate the opportunity to respond . 

Our records show that, on December 28, 2015, 13 items, totaling $1,031 .02 were 
presented for payment against ·a balance of $822.97 in your account. Given that there 
were not enough funds to cover all of the items, you were charged six overdraft fees. On 
December 30, 2015, a debit card transaction was paid, causing another $36.00 overdraft 
fee. The account remained overdrawn for five consecutive business d~ys. For this reason, 
on January 4, 2016, you were charged an extended overdraft fee of $36.00 (statement 
enclosed). Based on this information, we have determined that these fees are valid. 
However, as a courtesy, we refunded three of the fees totaling $108 to your account. This 
credit will reflect on your next statement. 

The posting order of your items is in accordance with our Rules and Regulations For 
Deposit Accounts. Enclosed ar(! pages 16 and 17 of our Rules for your review. Our Rules 
are provided at account opening and on suntrust.com (see Banking-+Overview Guides 
and Disclosures-+Deposit Account Disclosures). 

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 (see Banking-+ 
Overview Guides and Disclosures-? The Facts About Banking). 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 (see Personal Banking-+Checking Account Features-? 
Overdraft Services). Instructions for signing up for Overdraft Protection and setting up 
email or mobile alerts are also found on our website. 


Mr. *****, I hope this information is helpful to you. Should you have any additional 
questioris regarding your account. please do not hesitate to contact us via your Online 
Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any SunTrust branch. A 
representative will be glad to assist you. Thank you for choosing SunTrust for your 
financial needs. 

Sincerely, 

Sherry ** ****** 
Vice President 
Client Advocacy Team 

2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bank with sun trust and use their app to do my banking as I live in NYC. I recently lost my job so during the week of december 31 2015, i went onto the mobile banking app to cancel all pending pending payments as i would not have the funds to cover as i was unemployed at the time. I made sure that my pending transactions were cancelled and i had no pending bills. I went to check my bank account today to see if my unemployment hit; when i checked my bank account not only did not all of the payments cancel the bank allowed the transactions to process with no funds in the account even after i cancelled all three dates of payment (there were three payments set for each date) the only cancellation that registered was for the date of 1/4/2016. I spent an hour on the phone trying to explain to 3 different reps that i made sure i cancelled all payments arranged on the account because i knew i would not have the funds available. Even when the account was negative. They allowed another transaction to come through on the account causing another overdraft fee. The reps are telling me that because the cancellation did not process of their end through the mobile banking app i would have to provide a confirmation number. I do not have one as when i checked my pending bill pays there were none listed. Now checking my bank account they allowed the payments to go through on the 8th and still have more pending payments set up for the 15th although those too were cancelled. They refuse to admit that there could've been a problem with that app that caused it to not register on their end. so i now have no bank account for use because i cannot afford to pay $166. they have on multiple occasions held my payroll check causing me to pay rent late and now the mobile app glitches and i have to be held responsible.

Desired Settlement: I want all my overdraft fees returned and i would like to close my bank account with sun trust with no penalty.

Business Response: Re: BBB complaint# ******** ********* **** 

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

Please close this case on your records. 

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ********* ***** 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. ***: 
We have received and reviewed your correspondence forwarded to us from the BBB 
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 the
opportunity 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, *******, 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. ***, 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 ****** 
Officer 
Client Advocacy Team 

2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had used my new chip card at ******* one day and they had charged me more than once. I called my bank and ******* to have this straightened out. Eventually ******* refunded the $124.34 to my account. About a month later I received a letter from SunTrust bank saying that they were going to take the $124.34 ******* had refunded me out of my account on January 11. I called Suntrust and they could not explain to me why they were doing this. They said they would look into and get back with me. They never did. This morning I noticed they have taken out that money plus charged me a $36 overdraft fee for EVERY transaction I have have this month. Adding up to $180.. I have called Suntrust three times today and they can not give me a reason why this happened and are refusing to fix it.

Desired Settlement: I want a full refund of $124.34 that ******* had refunded that they took back out and I also want a full refund for all five over draft fees they charged me equaling $180. That would be a total of $304.34.

Business Response: Dear Mr. **********: 

We have received and reviewed your correspondence .forwarded to us from the 
BBB regarding $124.34 that was debited from your above referenced account. I 
appreciate the opportunity to respond. 

Our records reflect that on November 28, 2015, we established Case ******* for 
transactions that you disputed totaling $124.34. On December 3, 2015, we credited 
your account $124.34 (statement copy enclosed) for the disputed transactions. On 
December 15 and December 21, 2015, we received credits from ******** and 
credited your account $62.17 on each date (statement copy enclosed). You have now 
received $248.68 credit for the dispute in the amount of $124.34. Because you were 
notified that we would debit $124.34 from your account on January 11, 2016, we have 
determined that the assessed overdraft fees are valid and will need to remain . 
Mr. **********, I understand this is not the resolution you were seeking from 
SunTrust and regret .any difficulty this situation may have caused. Should you have 
any questions regarding this case, please call our Fraud Assistance Center at 
800.447.8994. A representative will be glad to speak with you. 
Sincerely, 

Diane ***** 
Assistant Vice President 
Client Advocacy Team 
Enclosures 

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged 100% interest on a loan that was signed as 6.999% interest. This happened more than once. This means the institution broke the agreement they had with me. They defaulted on the terms of the loan, and I had to take out a second loan at a different institution to pay this loan off because at the interest rate I was paying, I wasn't going to be able to pay off the loan in a timely manner.

Desired Settlement: I want a refund of all monies paid to SunTrust by me. They broke the agreement and when I asked them to adjust the payments they said no error was done on their part.

Business Response: Re: BBB complaint# ******** ***** ******* 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

SunTrust said they contacted me, but I received nothing from them. They asked the bbb to remove the complaint, I ask the bbb to keep the complaint. Thank you.
Regards,

***** *******




1/30/2016 Problems with Product/Service
1/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was in the market looking for a local bank around my duty station in maryland to switch to. I saw SunTrust offering a promotion that read "Open a new account and make $500.00 worth of direct deposits in two months and get $100.00; $1,000 and get $200.00; I instantly jumped onto that and asked questions to the bank. Basically I was led on to believe and also saw in writing that the deposits have to total by the end of two months by the total account balance of $500.00 or more/$1,000 or more to receive the promotion. I opened an account with SunTrust around Sept. of 2015. Knowing this, I thought banks were offering promotions to entice consumers into being apart of their services. Being Active Duty, I am stationed wherever my orders say I am stationed at and my household is located on another state. I was also opening a card on that account and the system would not allow me to open one. Instead, I was led on to believe that changing my address would help facilitate the opening of a new credit line with the same bank. I have this with another bank but their offers are dying and there not as good as SunTrusts at the time. I was declined twice and the address was not changed back to my Maryland Address which caused me much much trouble. The branch also forgot to accept the promotional offer when I signed up and they forgot many other things. The branch I was in was so slow, I couldn't get a thing processed correctly! Because of all these errors, I am being blamed as the customer for not having the right information to receive what I am entitled to. I have claims on my account detailing all the information and This has been on-going for the past 3 months. A representive from the branch couldn't help, a manager tried and couldn't help and a representive hung up on me on the phone on 1/14/16 and told me ***** you you want to close the account i dont want to look further into your problems. DONT BANK WITH SUNTRUST. NO CUSTOMER ETHICS! BAD MARKETING SCHEMES! THEY WIL GET U

Desired Settlement: A check in the amount of $100.00 Mailed to my address on-file. Name: ***** ****** Account ending in ********* Mastercard DEBIT *********

Business Response:
Re: BBB complaint# ******** ***** ****** 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

I have reviewed the cover sheet explaining the offer was sent to me, the "client" of this case. I have received no such reply or offer from SunTrust and will continue to pursue the case pending the desired outcome of this case. This in no means supports the objectives within this case and has not satisfied the resolve within this problem.


I expect a better response and resolution from SunTrust's executive team. Thank you.

Regards,
***** ******




1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grandfathered in account with free checks. Unable to order new checks online without being charged. told to go to branch. 12/3/15 Brandermill Branch Manager LaToya C******** ordered checks. Checks never arrived. Called branch mid-December. Associate said would re-order. Never arrived. Went to branch 1/4/16. Ms. C******** again ordered checks and said would follow-up. Said would over-night order with delivery on 1/5/16. Never arrived. Called Ms. C******** 1/5/16 but had left for day. Called Ms. C******** again 1/6/16 but never returned call. Called District Manager Troy F******* and left voicemail. Branch called to say he would be calling shortly. No call. 1/7/16 spoke with Mr. F******* twice and was assured checks ordered and would be delivered to branch on 1/11/16. 1/8/16 I called toll free SunTrust number and asked about check order. None on record for account. I then personally ordered checks and agreed to pay $35.95 for my supposedly free checks. Left message with Mr. F******* who called back and agreed to refund $35.95. On Tuesday, 1/12/16, a FedEx package arrived at my home from LaToya C********. The package contained new checks on the WRONG ACCOUNT, even though I had specifically given Ms. C******** the correct account number on several occasions, including letting her COPY IT from my checkbook. I informed Mr. F******* by voicemail on 1/12/16, but he has yet to return my call regarding the matter. At this point I am hoping the checks I ordered myself arrive on Friday 1/15/16 as I was told by the toll free number.

Desired Settlement: Delivery of checks on CORRECT ACCOUNT, reimbursement of cost of checks, and call from someone other than Mr. F******* or Ms. C******** to explain to me why this mess happened, and how I may close one of my SunTrust accounts in order to avoid future problems without these idiots closing the WRONG ACCOUNT!

Business Response:

Re: BBB complaint# ******** ***** ***** 


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

Please close this case on your records. 


1/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I frequently make cash ATM deposits with SunTrust. On three occasions in 2015 the ATM took my deposit, said there was an error and didn't deposit my money into my account. The first two times everything was settled in days, no problems. This past time the claim process has been a nightmare. I was promised resolution in 3-5 business days. 10 business days later (2 weeks in the real world) my claim was denied claiming there was no error. The ATM produced a receipt which literally says there was an error on the transaction in dispute. After having to call numerous times and climb the ladder to a manager someone finally asked for a copy of the receipt, which I faxed over. One day later the claim was closed and denied stating there was no error. During the time of this "investigation", my money was held hostage and I feared to make any deposits into my account. I have been a loyal account holder for years and am now dumbfounded and bewildered at how cold this institution has been to me over a mere $130 which I needed to pay bills. Now my account is in default by nearly $600 and they are claiming that I am responsible for it. I feel like I've been lied to and stolen from from a company that I have trusted with my hard-earned money. Do not bank with SunTrust, they'll take your money when you owe them and they'll take YOUR time when they owe you. Worst experience/investment of my life.

Desired Settlement: I simply want to settle my account minus the extensive overdraft fees assessed during SunTrust's two week "investigation" process. I will close my account and move on to another institution.

Business Response: Re: BBB complaint# ******** ******* ***** 

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

Please close this case on your records. 

1/26/2016 Problems with Product/Service
1/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some historical statements online, and I read the fee schedule for these statements, but it never gave me a total that I confirmed, and ended up charging me $180. If you are in the situation to automatically deduct someone's money from their account, there needs to be a confirmation of the amount that you will be deducting so the customer can have a legitimate understanding of the total fees and make an informed decision and full consent for you to deduct those fees. I never would have ordered what I did if I had known that you would charge me $180. You should not be legally allowed to take the money without showing me the total first and getting my consent.

Desired Settlement: I would like my money back. You can keep the statements. I would also like for you to have a screen where you total the amount that will be charged to a customer for a research fee where you get their consent before making those charges.

Business Response: Re: BBB complaint# ******** **** ****** 

SunTrust has responded to our ·client but cannot share the response with the BBB 
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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

**** ******



1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: : Hello I have been looking for someone ANYONE who would be able to help me and my 11 year old son. Two years ago we lost his dad ( my husband) to pancreatic cancer. We had no life insurance or anything! My husband was only 39 and at the time I was only 30. It has been a difficult time to say the least. I some how got through it and my son and I struggle with dealing with his loss everyday. If things couldn't get any worst the social security my son and I draw from my husbands passing has been basically taken for the last five months! Due to overdraft fees and a unauthorized purchases from my debit card. I banked at Suntrust and this matter has gotten so out of hand. I signed so many affidavits from the bank and called everyday and I have every email I sent but Suntrust had denied my claim. I have had my electric, water and other things cut off due to the lack of funds because Suntrust would not help me with my problem! My blood pressure was 140/120 the other day ! Not good! Suntrust has ruin my last six months, I have talked to so many customer service reps there is no wonder I never knew what really to do! I want my son and myself to get the money we are owed. The last lady I talk to Kathy Bowels who later toll me my case was denied again after I sent a complaint to the federal reserves. She was nice at first but These people have no compassion! They don't seem to understand how much money they have taken from me! I would really like to speak to someone direct so I can explain exactly what they did to my son and myself! I'm about to lose my car over all this I am so behind. My child didn't get Christmas this year! I'want my money back ! My husband worked his whole life and it's not to support Suntrust ! 1900.00 alone is insufficient funds! It's basically over a merchant that I used over a year ago decided one day to starts align funds out of my account.suntrust promise me they would credit and take care of me and never did they took 4000.0 1/2 is insufficient

Desired Settlement: This is what my son and I live off of. This has been going on since August and here it is January! That is how long I have been dealing with this bank. I really need my money back they have caused all sits of problems for me ! I called them every day !!!! No one would help me

Business Response:
Re: BBB complaint# ******** *** ********* 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

I am not satisfied at all with this outcome . In no way did they ever try to help me get this mess solved. They continue to lie and tell me all was well and it resulted in overdrafts and water and electric being cut off because they would tell me the steps I needed to take to get the merchants to stop taking money from my account. This money is from my husband who passed away two years ago from pancreatic cancer. It is to support my son and myself. It's all we have its his SSI! I know I might keep saying that but in the end they (Suntrust)made over $2500-3000 in insuffesunt funds alone over my husbands death and left me and my son not knowing what we were going to do. I called everyday. Then I talk to Kathy ****** she tells me a simple NO I won't be receiving one dime back ! I ask to speak to the President of the Bank! Do I not have that right? He has my money! She gAve me a false number just to get me off the phone! I have never in my life seen such greed and disrespect and lack of compassion in my life! I hate what this world had came to! You are stealing from a widow and a child! We all will answer one day for what we do here on earth! I mean it blows my mind. All I wanted is what was ours. I don't plan on giving up!

Regards,

*** *********




1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have several problems with Suntrust, my most recent one is on 12/26/2015. I transferred money from one account to another to pay for a transaction at Walgreens. On 12/27/2015 I deposited money to cover some drafts that was going to post. After posting I checked my account and it showed an positive balance. When I received my balance on 12/29/2015. I had $140 dollars in overdraft fees. Suntrust went back and changed my transaction and post dates and then charged me excessive overdraft fees. I contacted them and they could not explain to me why I received 4 overdraft fees and why it took 2 days for a transfer to post. I spoke to a supervisor as well and still did not get any answers or issues resolved. Then I had a fraud issue and instead of Suntrust properly handling the situation they brushed it under the rug because it was not there money. I rebutted and everything else I could have done and Suntrust refused to look in to the issues and run video tapes of who stole this money from my account. Especially since there was a recent report of over 100 credit cards stolen by skimmers from the gas pumps. I received no help from the fraud department and never got any answers. I'm to the point where I'm fed up with Suntrust cheating customers and getting away with it.

Desired Settlement: I would like to get complete answers and refunds of money that I have been cheated out of from these overdraft fees and everything else.

Business Response:
Re: BBB complaint# ***************** *********** 

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

Please close this case on your records. 

1/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a fraud item on my account, for 55.00. I notified the bank immediately.. I advised the bank that with this payment being taken out , it would cause overdraft fees. I checked my account and on my account, it showed that I had a positive balance when I used my account and even though there was money in the account I was charged 36.00 overdraft fees. I spoke to 6 different reps to find out that they filed my claim wrong and that I would have to pay the overdraft fees even though I was a victim of fraud. I have requested that the fees be reversed and put back into my account. The last person I spoke to Summer a manager in Tennessee said that my claim was filed wrong, that they didn't know what can be done, when it can be done and that I would have to pay the fees until they decide if I would be charged or not. My account is now overdrawn due to all the overdraft fees and my direct deposit will go in and all the fees over 200.00 will be taken out of my paycheck until the bank figures out what they can do to help me. when I told the bank they were defrauding me and doing this to get fees they dismissed it and wouldn't help me. I was a victim of fraud and should not be held liable for overdraft fees if I didn't authorize the initial charge.

Desired Settlement: I would like all the overdraft fees 36.00 at 7 charges. credited back to my account and also the $55.00 that was fraudulently taken out of my account totaling $307.00

Business Response: Re: BBB complaint# ******** ************** 
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case onyour records. 

1/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I open an account and deposit 50 in checking and fifth in savings. Did a mobile deposit of a bonus payroll check and now my account is on hold for closer be cause of what they said was due to SunTrust rules and regulations..no one can tell me why my money is held when will I get my money or anything. I've behind on rent due to this matter. The amount I have in the account is rent money and u really need my funds...I've worked too hard for then to hold my money and not give a reason on why its beening done

Desired Settlement: I want my hard earned money

Business Response:


Re: ****** ** ***** BBB complaint# ******** 

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

Please close this case on your records. 

1/20/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would request the bank NOT to deposit the check so my employer can proceed with the stop payment. Or. Proceed with the processing of the check and reopen my account so I have immediate access to it to be able to repay my company promptly. I need to either be able to show the bank did not accept the check or did and I can get the money immediately. As of right now, I am being told I cannot have my money after following their own policy. Therefore, the above would be the only resolutions. The bank can contact me to discuss how they will resolve this issue.

Business Response: Re: **** ***** BB Case# ******** 


Client was called on January 81 2016 and informed that the decision to close the 
account was reversed and the negative reporting was removed. The account is now 
active and the hold that was placed on the deposited funds was released. 

Please close this case on your records. 

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,
**** *****



1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged a total of 6 overdraft fee's on 3 different days, and when I called to discuss the issue with the bank I was given different conflicting information from multiple associates including management. I currently provide for myself and 2 younger brothers who were kicked out by our parents the day they both turned 18. On October 20th 3 pending transactions posted to the account, at which time my account still had a positive actual and available balance. My landlord needed half of my rent payment, so I knowingly overdrew my account by making a withdrawal so I could pay rent. I was then charged overdraft fee's not only for the withdrawal, but also the transactions that were posted to the account while it still had a positive balance. Suntrust reversed the order of processing and changed the transaction dates specifically so they could charge me overdraft fee's. The same thing happened a week later on the 28th when the rest of my rent was due. I fully expected to receive an owe an overdraft fee for both withdrawals. I need to take care of my brothers and if I have to pay a little more to the bank on the side to due so I am happy to do that. I am however not okay with attempted theft. I specifically checked my bank account to verify that the transactions had already posted, and I called the bank to verify that if I performed a withdrawal I would only be charged an overdraft fee for that transaction, and any other transactions that were still pending. I was SPECIFICALLY told, as I was concerned about the 3 transactions in question that had already been processed and was told that since they were already processed and posted I would not incur any fee's for them. Lo and behold I was then charged a total of $216.00 in additional overdraft fee's. My account beyond that probably has another $400-500 worth of fee's following those transactions that are completely valid and I am happy to pay. The charges in question I was specifically told would not be incurred.

Desired Settlement: I want the 3 overdraft fee's from October 20th and the 3 overdraft fee's from October 28th refunded to my account. I am not being unreasonable, the transactions were processed AND posted while the account had a positive balance and therefor I am not liable for them. Multiple suntrust associates that I spoke to on the 28th including a Nate, a Johnathan, Monique Orbin have all agreed that the transactions posted while I had a positive balance but "this is just the way it works".

Business Response: Re : BBB complaint # ******** ***** ******* 

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

Please close this case on your records. 

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently in ch7 bankruptcy. On 11/27/15 a company attempted to remove funds from my account in the amount of $294.11. I called suntrust immediately and placed a stop payment on the charge on the same day. The representative informed me that the money would be back in my account on Monday (11/30/15). On Monday, the funds had not been replaced so I called again and was told that the representative spoke in error and the money would be back on Tuesday. On Tuesday the funds were still not replaced and when I called, the bank said they were sorry, but the representative had spelled the merchant's name incorrectly and the payment had gone through. They advised me to contact my lawyer and the company. I contacted my lawyer on Wednesday and was told I needed to go through the bank. Thursday (12/3/15), a fraud case was started. I was unable to get the paperwork to go through so on Friday we restarted the claim and my claim was sent to the escalation department to to try to have suntrust make a courtesy credit on my account until this was resolved. On Saturday, I brought the affidavit to a local branch and had them send the paperwork. Today (Monday 12/7/15), I called and was told that they had not received the paperwork and my request for a memo credit had been denied. Now they are saying it will be up to 10 business days from tomorrow (12/8/15). This would make the possible refund date (12/22/15). This is completely unacceptable since all of this occurred due to an error made by Suntrust! I am a working mother of 3. I cannot afford to wait almost a month for this money to be returned.

Desired Settlement: For suntrust to issue a memo credit in the amount removed from my account until the funds are returned to them from the other bank.

Business Response: Re : BBB complaint # ******** ****** ***** 

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

Please close this case on your records. 

1/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My loan account went past due, but I paid it off 10/30/15. I received a letter from Suntrust, dated 11/2/15, stating my account was paid off and closed. On 11/7/15 Suntrust hit my credit stating the account was past due. The account cannot be past due if I received a letter stating the account has been paid off and is closed. Furthermore, the account is no longer showing online for me to view and a customer service representative, with Suntrust, advised my account had been closed.

Desired Settlement: I want Suntrust to remove the lastest hit on my credit report with all three credit bureaus and report the account as paid in full and closed.

Business Response: Re: BBB complaint # ******** ******** ***** 

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

Please close this case on your records. 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer with Sun Trust for a couple of months. Last year I made some changes in order to complete graduate school. In August when I opened the account I began working for as a contractor. As a new contractor there was a period of time where I had to ramp up my cases, and was not making money. During that time, things got difficult and my account became over drawn due to automated bill payments that were set up previously. Currently, my account is overdrawn and I want to make my account current, however the fees accessed on my account makes it impossible to payoff right now. I Have enjoyed banking with SunTrust Bank, and I would like to keep this relationship. My account is currently overdrawn by $700, of which $360 is overdrawn fees.

Desired Settlement: As a struggling consumer, I would like the courtesy of having NSF fees reversed. I take ownership of the payments of bills being processed, however this would be a great help in order for me to keep my account open. Fees totaling roughly $360.00

Business Response: Re: BBB complaint# ******** ******* ***** 

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

Please close this case on your records. 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I open up this account not one time to explain to me what the overdraft protection and the other protection it comes with that will take up my whole entire buns and leave me with a -0 balance . not one time did I even sent a letter that email or a courtesy call to let me know about my account most counts most bank that I have had and still have that you to give you a courtesy call or they send you a letter in advance before they do any type of transaction . Transaction that knowing that there is no money in that account at all whatsoever and still try to withdraw money out of that account and put it to a different account . Miss to me that feels like there's stealing your own money for something that it should've been taken care of in a correct manner . No I have no way to pay my bills and all they could say feel sorry for you

Desired Settlement: To put back my phones at it to go to me account so I can be able to pay and provide for my family

Business Response: Re: BBB complaint# ********-********* ************* 

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

Please close this case on your records. 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been a Suntrust Rewards Visa card holder since '03. Since then, I've been building up rewards points at an exchange rate of 1 point / $ 1 dollar spent. As of Sept 2015, that total equaled 103074 points—or $1030.74. In early Oct 2015, I legally changed my name and went to a branch near my house to have my account updated and to order new credit & debit cards. Two weeks went by and I never received my new Visa card in the mail, so, I went online to my account to check the status of my card and to finally convert the points from my Rewards Visa into cash. When I logged into rewards.suntrust.com, I noticed that my single Visa card showed up two times, “Visa Points” account 2 with a balance of 103,074 and “Visa Points” XXXX-XXXX with a balance of significantly less (around 5000 at the time). I clicked “Redeem” and set the filter to deposit the maximum cash amount into my checking account, which at the time was about $1050. Immediately I was met with an error. I tried multiple times and was unable to complete the transfer. Confused and concerned, I called Suntrust’s help line. First, I requested that they send me a new card with my new last name, and next I asked them to help me deposit my rewards points into my account. Initially I was told that it couldn’t be done over the phone. I was transferred to the credit card office of Suntrust and was told that there was an “issue” with the system and that I would be contacted in the next couple of days. A week later, after not hearing anything from Suntrust, I again visited my local branch and alerted them of my issue. They told me they were unable to help as it was a credit card issue, but that they would “make a note in my file.” In the end of October, I made one final call to Suntrust and was given the same “computer issue” excuse and told that someone would contact me shortly. It has now been over a month and a half, and I still haven't received any word as to why I I am unable to obtain my $1030.74 from SunTrust

Desired Settlement: I will not be satisfied until the $1030.74 I earned with my credit card is deposited into my SunTrust checking account.

Business Response: Re: BBB complaint# ******** ******** ******** 

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

Please close this case on your records. 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: after i deposited my payroll check into my suntrust account friday at 6:30p est the falowing morning Saturday the 12th i tried to use my card to buy a cup of Coffey for 1.25 i my card declined. so i called the back and was told my account was closed with no reasons to why. i was also notified that i could not access any of my money. i have a pending rent transaction and absolutely no money for my family of 5 including a 1yo son. i rent to the branch on 3649 West Oakland Park Boulevard Lauder-dale Lakes, FL 33311 the Branch Manager refused to give me a clear understanding of why my money is being held and called the police to help me leave her branch. it is not fare and inhumane to hold someones livelihood for 3 days with no reasons and no way to take care of his family. i did nothing wrong and for whatever reason this back stole my money.

Desired Settlement: i would like banking policy to change if a bank is open on a weekend so should all its departments or dont open at all. i would like My Account, My Money and any interest that the may have earned from my money. i would like a written apology from that bank manager. i would like some form of compensation for going the next 3 days with absolutely no money.

Business Response: Dear Mr. ******* : 

We have received and reviewed your correspondence forwarded to us from the 
CFPB and the BBB regarding SunTrust's decision to close your above referenced 
account. I appreciate the opportunity to respond. 

As we discussed during our telephone conversation on December 18th, we reviewed 
the matter again and the decision to close your account was reversed. Access to 
your funds was made available to you on December 19, 2015. 

Mr. ******* , I apologize for any inconvenience this situation may have caused . 
Should you have any questions, or concerns regarding your account, please do not 
hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST 
(800.786 .8787) or visit any SunTrust branch. A representative will be glad to assist 
you. 

Sincerely, 

Sherry ** ****** 
Vice President 
Client Advocacy Team 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about July 22, 2015, ********** ********** deducted about $168 from my Suntrust checking account. These charges were not authorized, as I was scheduled to make a payment, NOT AUTOMATICALLY DEDUCTED, but by swiping my card in person, upon returning the vehicle. I viewed this pending charge prior to its deduction from my account. I immediately contacted Suntrust's customer service department and explained very clearly that this was not an authorized charge, and I did not want it to go through, because it could result in a possible negative balance and overdraft charges. I was ignored, and the erroneous charge occurred anyway. I attempted to dispute the charge by opening a case. I answered multiple questions over the phone, and was told that the case was open to dispute the charge. I also faxed paperwork answering additional questions. I heard NOTHING back regarding my case. Because of the negative balance on my account, which was only there as a direct result of the erroneous charge I attempted to dispute, Suntrust closed my account. I attempted to call customer service, and I visited several branches, multiple times, so that I could get information about the progress about my dispute and was told that I could not be helped, because my account had been closed, and they have no information about dispute cases (because it is a different department). Almost four months later, I have still heard nothing. This level of customer service is troubling. I find it astonishing that a bank would close a customer's checking account due to a negative balance that is only there because of a charge that is being DISPUTED. I also find it unacceptable that Suntrust bank has yet to share any information at all regarding my dispute. Some banks temporarily refund the disputed amount, until the case is resolved, so erroneous charges do not further disrupt your life. Suntrust is not only unwilling to do that, they can't even properly investigate the disputed charge.

Desired Settlement: My dispute case needs to be reopened and Suntrust bank needs to do actual due diligence in investigating why Enterprise took that amount out when they should not have done so. Suntrust bank needs to refund me my overdraft fees.

Business Response: Please see attached response.

Business Response: ********* ** ****** 
**** ** ****** *** **** *** 
********** ** ********** 

Re: Everyday Checking Account ending in **** 
Case ******* 
Better Business Bureau (BBB) Case ******** 

Dear Ms. ******: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding your above referenced case. We appreciate the opportunity to respond. 

Our records reflect that on August 4, 2015, Case ******* was set up for you . Since you 
participated with the merchant, but for a different amount, this is not considered a 

fraudulent transaction 1 but a merchant dispute. Cases of this nature can take up to 60 days 
to resolve. On September 21, 2015, you were sent a request for additional information. On 
October 12, 2015, we had not received the requested information and sent another letter 
(copy enclosed). 
We show that on July 31, 2015, a check card purchase from ********** ********** for 
$146.22 was debited from your account. On July 31, 2015 we received credit from 
********** ********** in the amount of $79.11 which was credited to your account on 
August 3, 2015 (statement copy enclosed). 
On September 25, 2015, the account was closed in overdraft in the amount of $177.27. 
This amount represents $67.11 in charges, $80.16 in fees and a $30.00 account closed in 
overdraft fee. On December 9, 2015 we credited $67.11 and $110.16 in fees to the 
account. There is no money owed to SunTrust for this account. 
Ms. ******, I hope this information is helpful to you. Should you have any additional 
questions regarding your account, please do not hesitate to call us at 800.SUNTRUST 
{800.786.8787) or visit any SunTrust branch. A representative will be glad to assist you . 
Sincerely, 

Diane E**** 
Assistant Vice President 
Client Advocacy Team 

Consumer Response: Better Business Bureau:

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

As I stated in the original complaint, my account was closed due to a negative balance, before this matter had been resolved, and before any credits had been made to my account.  

I appreciate the crediting back of all fees. HOWEVER, as part of the resolution to this matter, I'd like for my account to be reopened. It troubles me that it was closed (with an "account closed in overdraft fee of $30) in the first place.



Regards,

********* ******




1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 18th, 2013, my son purchased a ****** ***** from ** ***** ****** in Delray Beach. I cosigned the loan to ensure he be offered a lower interest rate. My credit score was in the 850’s. Financing was procured through SunTrust Bank. I received no communication from the bank until December 2015. At the dealership, I was assured that if payments were not made in a timely manner, I would be notified immediately. Once I assumed the payments, the car would be delivered to me, and ownership transferred to my name. The letter received in December of this year stated that the payments in the account were late and that the total amount due was $499.65, payable by December 10th, 2015. If payment was not made by the 10th, SunTrust would exercise the right to repossess “the above described collateral”. My son paid the total amount due on Dec. 4th, 2015, confirmation #*********** This was later confirmed in a letter. When he made the payment, the SunTrust agent told him that he had not and would not be reported to the credit agencies. On Dec. 7th, I received a notification from my own personal identity theft protection service advising that there was a change in my credit score. The reports were submitted on Dec 4th and on Dec 7th after the total amount due was paid on the 4th. I called SunTrust Bank to 800-828-7959. The phone conversation with the agent and then a supervisor was highly unprofessional. I was told the payments had been late in Aug, Sept, Oct, and November. I asked why I had not been notified until Nov. when the car was in danger of being repossessed. The reply was that letters had been sent to my son. I explained that although the address is the same, any correspondence addressed to him is private and by law, I cannot open them. No explanation was offered as to why I had not been notified. I explained that as a cosigner, I am financially responsible for the debt but that I cannot satisfy a debt I am not aware of. Visits to the branch produced the same results

Desired Settlement: I am hereby requesting that the reports be withdrawn based on the fact that I was never given notification that the payments were in arrears. I was not contacted in writing, by phone or in person until the letter dated Nov. 24th, 2015, which I received the first days of December. Secondly, the report was sent to the credit agencies on Dec. 4th to one and Dec. 7th to the other, on the day the payment was made and after the debt had been satisfied. The letter received from SunTrust clearly states that action would be taken if payment was not made by Dec. 10th. Thirdly although I cosigned on the loan, it cannot be expected that the person responsible for the loan will notify the cosigner that payments are late. It is poor and negligent business practice for a bank not to notify a cosigner on a loan default, not only for my benefit but for their own. Had I received a letter or call, the loan would have been paid immediately.

Business Response: Re: BBB complaint# ******** *** ***** 

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

Please close this case on your records. 

Consumer Response:

Better Business Bureau:

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

I have not received any resolution, response or offer from SunTrust Bank. They have not contacted me by mail or email. I received one courtesy phone call during which no resolution was reached by either party. They continue to charge late fees from previous months, even though when the account was paid in full, no late fees were charged and the balance was zero.

The reports have not been withdrawn from the credit reporting agencies by SunTrust.

I further learned that when the balance was paid in full, an automated recording stated that there had been no reports to the credit agencies at all for the primary holder of the account. That statement is false, as we were both reported as late to Equifax and Transunion. My complaint that I was not notified of the account being late still stands. What's more, SunTrust continues to fail in communicating with me, a case in point being the resolution to this complaint. I have not received any direct response.

Regards,

*** *****




1/8/2016 Problems with Product/Service
1/6/2016 Billing/Collection Issues | Complaint Details Unavailable
1/6/2016 Problems with Product/Service | Complaint Details Unavailable
1/6/2016 Billing/Collection Issues
1/5/2016 Problems with Product/Service
1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we are restaurant we used suntrust merchand services they being holding our funds for the last 30 days without any explaination on why they did that no respond no letter anything .

Desired Settlement: please we need the to reales our credit card sales for us to paid our rent and our bills

Business Response:
Re: BBB complaint# ******** (***** ** ******) 

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

Please close this case on your records. 

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: November 18th 2015 a recurring charge to my account for **** at $7.99 hit my account and placed my balance at -$4.90. I immediately went to the bank and deposited $5.00 which in turn placed my account balance at $.10 covering the charge amount and still leaving 10 cents in the account The next day another recurring charge hit my account and placed me back in the negative by $272 which includes the overdraft fees. I was expecting that amount and prepared to pay that amount. However on Friday November 20th my account reflects that **** has posted and now they have charged me an overdraft fee. The Bank argues that this is how they conduct their posting. Claiming they can't dictate when the merchant will claim their funds. They also said they have a special feature online that will allow you to check their posting to your account nightly. I advise that will do me absolutely no good if you can come back to take the money 2 or 3 days later. I even keep the handwritten ledger to keep track of my spending. The supervisor then goes on to argue with me about how I set up my recurring charges with my routing and account number. I advised him I do not have checks and I do not give my routing and account number for these recurring charges and he then continued to argue that I had to have given this information. In the end he refused to retract the overdraft fee for the item and I am still left to believe there is no real way to keep up with your spending through this bank. If they can't dictate when a merchant is supposed to take their money from the account, how can I? My thought is if you can't dictate that then you should not have my account reflect the transaction until the day they are going to retrieve the money. Very confusing postiing policies at play. Especially the policy of not charging an overdraft fee on an amount less than $5.00 . We have been charged an overdraft fee on amounts less than $5 before. So when did that start. Just asking for overdraft fee retracted.

Desired Settlement: I'm just asking for the overdraft fee to be retracted. And better posting policies if at all possible.

Business Response: Re: BBB complaint# ******** ******* *********** 

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

Please close this case on your records. 

1/5/2016 Problems with Product/Service
1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want immediate access to at least my paycheck that is in the account although I should have access to the other personal check as well. I would also like some form of compensation for the time this has caused and the anxiety and heartache this has caused. When the account was first opened overdraft charges were occurred, I would those refunded for what I have been through. Also all late charges from bills I get due to this will be taken care of by SunTrust.

Business Response: Re: BBB complaint# ******** ********* *************** 

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

'Please close this case on your records. 

1/4/2016 Problems with Product/Service
1/4/2016 Billing/Collection Issues
12/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have 3 overdraft fees that I should not have to pay for! I had the money in the account at the time. I contacted SunTrust and told them to refund me the $108 in fees and they told me that they move the pending transactions not in the order they are made but in the order of BIGGEST transaction to SMALLEST....that is unacceptable. How am I suppose to keep a Transaction Register to keep up with transactions when they change it and do whatever they want just so they can get more money in fees. And then charge you an additional overdraft fee every 5 days the account is negative. I get paid every 2 weeks and I do not feel I should be penalized for that. There for I should be refunded $144 in fees! I have a brand new baby to take care of and the way this company goes about running their business to make money is unacceptable to the working class.

Desired Settlement: I want $144 credited back to my account!!!

Business Response:

SunTrust has responded to our client but cannot share the response with BBB 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: complaints@richmond.bbb.org.

Regards,

****** ******



12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Billing/Collection Issues
12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like my funds to be given to me in whole ASAP.

Business Response:

Business Response: Re: Student Checking Account ending in **** 
Better Business Bureau (BBB) Case ******** 

Dear Ms. ***********: 

We have received and reviewed your correspondence foiwarded to us from the 
BBB regarding SunTrust's decision to close your account referenced above. Your 
comments are very important to us and were shared with the appropriate 
management team. I appreciate the opportunity to respond. 

SunTrust strives to provide exceptional service with each and every client interaction 
and we understand that we did not meet these expectations in this situation. For that 
we apologize. 

The information you provided helps us to know where emphasis for future training and 
process improvement efforts should be placed. We learn how and where we can 
improve from clients like you, taking the time to share your experiences. 

The decision. to close this account was a business decision made by SunTrust, as 
explained in the November 19, 2015 letter from Fraud Risk Management (copy 
enclosed). We have reviewed this matter again, and our position remains the same. 

A check (copy enclosed) that you deposited on November 10, 2015, for $2,950 was 
returned from **** ******* ****** ***** as unable to locate account. On the same 
date, your account was assessed a $12.50 Deposited Item Returned Fee. In addition, 
because there were not sufficient available funds in the account when the check was 
returned, your account was assessed a $36.00 overdraft fee. You will receive under 
separate cover a check for $36.00 for the fee that was assessed. 

Check 16527113 for $377 .58 was mailed on November-23, 2015 to the address of 
record . This amount represents the balance that was in your account on 
November 19, 2015 (statement copy enclosed). 


Ms. ***********, should you have any other questions, please call Fraud Risk 
Management at 800.447.8994. A representative will be glad to help you . 

Sincerely, 

Diane E**** 

Consumer Response: Better Business Bureau:

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

As stated on Page 2 of the response I should have received a check for $36.00, "You will receive under separate cover a check for $36.00 for the fee that was assessed."  and did not get that. I would like to know where this check is. 

For them to date the letter December 11, 2015  I did not receive this letter at all. But if they say they sent it then so be it.

Regards,
******** ***********




12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They charged me 7 overdraft fees for a total of $252 when I had money on the account.

Desired Settlement: Put my money back into the account

Business Response:
Re: BBB complaint# ********-***** ****** 

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

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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


No information on the letter they sent. Very unprofessional from SunTrust.

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

Regards,
***** ******




12/18/2015 Problems with Product/Service
12/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I opened my account online I entered a promo code to receive a credit of $100.00 for opening an account, as long as I sett up direct deposit (which I did). I never got the credit, and whenI called they will not honor it. I qualify!

Desired Settlement: I want the 100.00 credit as promised!

Business Response:
Re: BBB complaint # ******** ******* ******* 

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

Please close this case on your records. 

12/17/2015 Delivery Issues
12/16/2015 Billing/Collection Issues
12/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a suntrust customer for years. I just used the online bill pay option available to me. Suntrust guaranteed that my payment would be delivered by check to my landlord in or before the third of the month. The check that they sent was not delivered until the fifth. On the third of the month I had suntrust call my landlord with me to explain that I had set things up correctly but it was suntrust error in not having the check to him by the GAURANTEED delivery date. At that time the suntrust representative told both me and my landlord that they would be paying the late fees associated with not having the check to him by the third or the GAURANTEED DELIVERY by date. Since then I have contacted them many times to be told I would receive a call, but still have not been contacted. I called suntrust again today and was told they would not pay the late fees. Their customer service has been horrible throughout this situation. My problem is they did not live up to their GAURANTEE and their promise to take care of the late fees. This is not acceptable. When did the meaning of GAURANTEE change? I understand I am only one person and they don't have to value my business but a gaurantee is something they should be bound to especially in the banking business. Please help me. They have told both me and my landlord that they were responsible and that they would take care of their mistake. Please make them accountable for their actions and promises.

Desired Settlement: They should pay the late fees associated with the payment not received by my landlord on the GAURANTEED delivery date, as suntrust told both me and my landlord on the third when is was promised

Business Response:

Dear Mr. ****** : 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding our Online Banking with Bill Pay Service and the scheduled payment to your 
landlord that arrived late. I appreciate the opportunity to respond. 

When you visited suntrust.com to establish Online Banking with Bill Pay, you agreed 
to the Online Services Agreement (see Personal Banking~Banking -;:::t~Online Bill 
Pay--+Online Banking Service Agreement). In accordance with the terms and 
conditions of this Agreement (pages 9 through 11 enclosed), listed under (c) Bill Pay 
Service Guarantee, "The Provider will bear responsibility for any late payment related 
charges up to $50.00 per payment, should a payment post after its Due Date as long 
as the payment was scheduled in accordance with the guidelines described under "Bill 
Payment Scheduling" in the Agreement." Please keep in mind that, when scheduling 
payments, you must select a scheduled payment date that is no later than the actual 
due date reflected on your biller statement. Scheduled payment dates must be prior to 
any late date or grace period. 

When your landlord was contacted, he advised us that the actual due date for your 
rent payment is the first day of the month. You scheduled your rent payment for 
November 3, 2015, which was after the November 1, 2015 due date. For this reason, 
the bill pay guarantee is void in this instance. Based on this information, we 
respectfully deny a refund of late fees. 




Mr. ******, although this is not the resolution you are seeking, we hope the 
information provided is helpful to you. If we may be of further assistance, please do 
not hesitate to 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 choosing SunTrust for your banking needs. 


Kathy B***** 
Officer

Client Advocacy Team

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SunTrust Bank was running a promotion that told consumers that they would get up to $200 for opening an account with them. My fiance and I opened an account with them at the Summerfield, FL Walmart Branch. We were promised and assured that we would receive the $200 promotion as long as we qualify with at least $2,000 in Direct Deposits in a 60 day time period. I have heard this same information from multiple representatives and they have also assured me that I would be receiving my promotion in 6-8 weeks from the time I qualify for it. When I hadn't received my money in the time frame mentioned above, I began to question the validity of the promotion by contacting corporate and walking into many branches. I was told the same information over and over again. I am now hearing from a Matt R****** in the Client Relations and Support Team that I will only be receiving $100 on a smaller scale promotion. Digging deeper, I found that other complaints that I have tried to address with SunTrust Banks had gotten the lady that opened my account fired. She is no longer able to tell us what she had stated to my fiance and I when we opened the account, and SunTrust "has no record of what was said" even though there is surveillance in the branch inside of WalMart. SunTrust has also stated on a recorded line that many of their representatives have relayed incorrect information to me. Therefore, I would like to receive the amount of money I was promised and assured of when I opened the account, and I add that those promises were made from more than one representative. I, as the consumer, should be able to believe representatives of this financial institution when they tell me I will be getting money from a promotion, therefore I feel that I should be getting what I was promised as the consumer.

Desired Settlement: I would like to receive the amount of money I was promised and assured of when I opened the account, and I add that those promises were made from more than one representative. I, as the consumer, should be able to believe representatives of this financial institution when they tell me I will be getting money from a promotion, therefore I feel that I should be getting what I was promised as the consumer.

Business Response: Re: BBB complaint# ******** ***** ***** 

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

Please close this case on your records. 

12/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want the NSF fees waiver from my account.

Business Response: Re: BBB complaint# ********- ****** ****** 

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

Please close this case on your records. 

12/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October the 24th I did receive a phone call around 6.30 pm or may be later from the bank , the lady said that they have stop a credit card charge to my account for over 400+ I did said to her that I did not purchase anything, she said card ending 1649, I did replied that I don’t have the card for long time, she ask for my FEIN number and I did explain that I do not remember and I was driving home that as soon as I arrive I will call back, and I did , I contact them until I received the letter that my claim was denied and that was not 1 charge was 3 charges over 1,050.00 as I can probe to the documentation attached. They have declined my claim. I need your help to reopen the claim since that they have no provided me with any information. I am there customer for over 20 years an as a customer I deserve a better service and security on my accounts. I did discover that there was two active Debts card on my account under my name, and that is not a regular procedure on any bank. How there is possible that under a business one person has two card for over a period of time. There is not security at all. I really work very hard to allow the Bank to give my money to some criminals and I stared been secure now that is someone in the bank doing this to a regular consumers

Desired Settlement: I want my money back in full and the bank charges remove from my account.

Business Response: Dear Mrs. *******: 

We have received and reviewed your correspondences forwarded to us from the CFPB 
and the BBB regarding fraudulent activity on your above referenced account. We 
appreciate the opportunity to respond. 

Our records show that you notified us on October 23, 2015 to dispute three debit card 
purchases. We set up Case ******* for the total of $1,046.60 for the three ******* 
purchases ($211 .79, $416.59 , and $418.22) posting on October 27, 2015. These 
transactions are shown on your October 31, 2015 statement (copy enclosed). During our 
initial investigation we determined that no error occurred, and your case was denied as 
stated in our October 30, 2015 letter (copy enclosed). 

We reviewed your case again and determined the case was declined in error. The claim 
was approved, as stated in our November 16, 2015 letter (copy enclosed). Your account 
was credited $1 ,046.60 on November 13, 2015 (copy of your November 30, 2015 
statement enclosed). 

Mrs. *******, we do apologize for any inconvenience this situation may have caused. If 
you have any questions or concerns regarding your accounts, please do not hesitate to 
contact us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or 
visit any SunTrust branch. Thank you for choosing SunTrust for your financial needs. 

Sincerely,
Cora-S***** ***** 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** *******



12/9/2015 Problems with Product/Service
12/8/2015 Problems with Product/Service
12/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust allowed $965 to be stolen from my bank account by not stopping twenty-seven (27) illegal purchases in nine (9) different states from California to the east coast and in between. This theft occurred over five (5) days even though I called and emailed Suntrust as soon as I noticed AND while charges were pending. Suntrust did not protect my funds and are refusing to share the documents showing that they even investigated the theft.

Desired Settlement: Suntrust should report the theft to the law enforcement agency, as they said they would and did not. Suntrust should investigate the theft, as they said they would and did not. Suntrust should provide copies of their investigation report to me and law enforcement, as they said they would and did not. Suntrust should return the funds.

Business Response:

Dear Mr. ********:
We have received and reviewed correspondences forwarded to us from the BBB and FRB regarding fraudulent activity on the above referenced account. We were recently informed that these complaints were filed in your name by your father Mr. ****** ******** Ill. Because we do not have your authorization to speak with Mr. ******** Ill about your personal and account information, we are responding directly to you . The following three claims were filed for unauthorized debit card transactions that occurred on your checking account.
• Fraud Claim 2352919 was filed for a July 24, 2015 debit card purchase from RI FLA for $415. This was a merchant dispute and not a true fraud claim. The dispute was resolved when the merchant credited your account $415 on July 27, 2015. These transactions are reflected on your ******** July 27, 2015 statement.
• Fraud Claim 2395752 was filed for two debit card purchases at ********** totaling $12.60 (August 25, 2015 for $4.60 and August 26, 2015 for $8.00). We paid these transactions on August 28, 2015, and the credit is reflected on your September 24, 2015 statement (copy ********). 
• Fraud claim 2389121 was filed for 22 unauthorized transactions that were debited between August 21 and 26, 2015 totaling $865.32. Our Fraud Management team reviewed the transactions again and determined the transactions were fraudulent. Therefore, a final credit of $865.32 was issued to your account on November 6, 2015. This credit will be reflected on your next statement. Regarding your account, if you would like us to discuss and release account information to someone other than yourself, please provide notarized written authorization naming a designated person and the last four digits of their Social Security number. You may fax this to my attention at ************* It is Sun Trust's policy to offer its banking products and services, including credit products, to any qualified applicant in a responsible 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 associated costs and fees. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and perform ongoing monitoring to ensure compliance with Consumer Protection Laws and Regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. Mr. ********, 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, call us at ************ ************** or visit any SunTrust branch. A representative will be glad to assist you . Thank you for choosing SunTrust for your financial needs. Sincerely

****** *****

12/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm a long term customer of this bank and recently faced a situation where I needed to purposefully overdraw the account on 9/8/15. At 9 AM I had a $400 available balance and a $600 ledger balance as there were 2 pending transactions ($200) per Suntrust Mobile (which I check religiously) from 9/4/15 and 9/6/15. Also, I made several additional transactions at usual places that have historically posted immediately on 9/8/15. Anyway, prior to each purchase I checked the available balance and it slowly dwindled from $400 to $250. Around noon, I checked Suntrust.com again and finally the 2 purchases from 9/4 and 9/6 showed as posted 9/8. My balance was correctly shown as $250. At 7 pm I learned I needed $360 and decided it was worth the 36 dollar overdraft fee. I went to the ATM and withdrew the $250 + an additional $110. The next day I received my normal direct deposit and instead of Suntrust having subtracted one fee plus the amount of the overage ($110 + $36). Instead I was negative four hundred dollars. Suntrust's explanation is that whether or not a transaction showed as pending or posted online, they process everything daily and subtract the largest withdrawal first. So the withdrawal of $360 left $40. Then all subsequent charges from 9/8 (including the 2 that switched from pending from 9/4 & 9/6) were processed after that and incurred a $36 fee each. Customer Service first said it was because they were all pending. When my statement and transaction history proved they had indeed posted they argued signing up for overdraft coverage was my decision and they had the right to process in any order. Clearly they chose the most profitable calculation and fees totaled $340. I'm not disputing an overdraft fee was owed but this seems a very predatory practice.

Desired Settlement: A refund of the disputed and predatory overdraft fees would be ideal.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 5th I went to use my debit card and it was declined. Outside of the embarrassment and confusion, I immediately call Suntrust and I'm told someone called in and I was told nothing could be discussed with me over the phone due to security issues and that I had to go into a branch. Mind you this is at 7pm so there was no way to do that and my only other option was to email through my online banking. I sent 4 emails and I never heard back from anyone even though I stayed I would file a complaint with BBB. I then go to the bank the following day and find out someone called in on October 30th with my card info but no account info so they cancelled my card and put a hold on my account. At no point did anyone call me to notify me of anything. I'm told I'll be sent a new card and that everything was fine. A week later I go back into the bank just to find out a new card was not issued. In fact, they show I have a card. I explain that they sent me two when I opened the account and I discarded the second per my conversation with customer service when I originally activated my card. Now all of this time has passed, still not one phone call, no card and to top it off I find out there's STILL a security issue because I can not even check info or speak to anyone via phone. To say I'm highly upset with SunTrust is an understatement. There is zero reason why this has yet to be resolved and I have yet to hear from anyone and this occurred on 10/30/15. I plan to bank elsewhere now.

Desired Settlement: I want my account fixed where I have access to it, my card issued and I'd like an explanation as to why not one person ever phoned me to notify me of a security issue with my account!

Business Response: Re : BBB complaint # ******** ***** ******** 

SunTrust has responded to our client but cannot share the response 
with the BBB 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** ********



12/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a bill payer set to be paid from my suntrust checking account on 11/2/2015 for $940.00 to Suntrust Mortgage, $180 for **** ********, $50.00 to the **** ******* *********. I disabled my bill payer service on 10/31/2015 (3 days in advance of these payments being sent). Suntrust still pulled the $940.00 from my account and then charged me $36.00 NSF fees for the other two items after there no longer funds in the account to cover them (these were canceled in advance of the November 2nd date as well). As a result I accumulated $576.00 in NSF fees from debits that occurred during the processing of these previously disabled billpayers in addition to the $940.00 that should never have been pulled from my account.

Desired Settlement: The $940.00 that was withdrawn after cancelling the service should be placed back into my account and the $576.00 in overdraft fees that were taken after the fact due to the negligent processing of the $940.00 payment to Suntrust Mortgage after having been canceled. I have spoken with numerous representatives at Suntrust that have refused to allow me to speak with their management team. The only person that would fully provide her name was Takeela H*****. Caleb H********* was a supposed supervisor as well. There were 5 reps in total that I believe i spoke with - all claiming to be managment team.

Business Response:

Re: Select Checking Account ending in **** 
Better Business Bureau (BBB) Case ******** 
Consumer Financial Protection Bureau (CFPB) Case 151118-001177 
Dear Mr. *****: 

We have received and reviewed your correspondences forwarded to us from the BBB 
and the CFPB regarding assessed overdraft fees that were the result of payments using 
our Online Banking with Bill Pay service that were paid from your above referenced 
account. We also received your correspondences addressed to SunTrust executives regarding 
this same issue. I appreciate the opportunity to respond. 

our records reflect that, on October 7, 2015, you scheduled.payments for **** ******** 
($180) and **** ****** ******* ($50.00) to be paid on October 30, 2015. You also 
scheduled a payment to SunTrust Mortgage ($900) to be paid on November 2, 2015. 
In addition, on October 7, 2015, you modified the due date to **** ******** from October 30 
to October 16, 2015. Then, on October 15 at 5:56 a.m. the due date was modified to 
October 19, and at 8:57 a.m. the due date was again modified to November 2, 2015. Since 
the payment due date was November 2, 2015, the payment process began on October 30, 
2015. 

Regarding the payment to **** ****** *******, on October 15, 2015, the payment due date 
was modified from October 30 to November 2, 2015. Accordingly, the payment process 
began on October 30, 2015. 

In reference to the SunTrust Mortgage payment, on October 7, 2015, the payment was 
modified from $900 to $940. The payment to SunTrust Mortgage is made via check; 
therefore, the payment was processed and mailed on October 28, 2015 to allow enough 
time to arrive by the November 2, 2015 due date. 
After October 15, 2015, no further log on activity occurred until October 31, 2015, at which 
time the remaining scheduled bill payments were cancelled and the Bill Pay service was 
inactivated. At that time the above referenced payments had been processed and could 
not be cancelled. Payment cancellation requests are disclosed on page 13 (copy 
enclosed) of the Online Services Agreement, which you accepted at the time you enrolled 
in the service. 


On November 2 and again on November 5, 2015, the payments to **** ******** and **** 
****** ******* were presented and returned due to insufficient account balances. For each 
transaction your account was assessed a $36.00 returned item fee. As a courtesy, on 
November 20, 2015, we refunded those fees totaling $144 (statement copy enclosed). You 
also received a $36.00 overdraft item fee refund on November 18, 2015. On November 23, 
we refunded $144 and on November 24, 2015, we refunded an additional $252 in fees, for 
a total of $612. 
In order to decrease the chances of this happening again, please visit suntrust.com, where 
you will find helpful tips on how to manage your account and avoid fees (see Banking....., 
Overview Guides and Disclosures-+ The Facts About Banking). You will also find useful 
information about our overdraft services and how to monitor your account activity when the 
balance gets too low or becomes overdrawn by setting up email or mobile alerts. 
You may also want to set up Overdraft Protection, whereby a protector account is linked to 
your transaction account to cover any potential shortfalls. Detailed information about thi$ 
service is found on our website (see Banking-Account Features-+Overdraft Services). 
Instructions for signing up for Overdraft Protection and setting up email or mobile alerts are 
also found on our website. 

Mr. *****, I hope that the information provided is helpful to you. Should you have any 
additional questions or concerns regarding your account, please do not hesitate to contact 
us via your Online Banking Profile, call us at 800.SUNTRUST (800.786.8787) or visit any 
SunTrust branch. A representative will be glad to assist you . 

Sincerely, 

Diane E**** 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** *****



12/3/2015 Problems with Product/Service
12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had filed a dispute with my bank back in June of this year. I have always sent in any required forms to resolve my dispute and get my money returned to me and yet Suntrust has kept giving me the run around telling me they have never received anything. Yet I have fax sheets confirming they did receive it. I was assigned a case manager that I was told was going to contact me and resolve my issue however I am the one who reached out to her twice and I can't get a return phone call or email. Its totally disrespectful. My case number with them is *******

Desired Settlement: I would like Suntrust to credit my account back the entire amount stated in my claim I filed with them. My case number with them is *******

Business Response: Re: BBB complaint #******** ***** ******* 

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

Please close this case on your records.

12/3/2015 Problems with Product/Service
12/2/2015 Problems with Product/Service
12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with Suntrust for a couple months and this month I was balancing my checkbook and found my account overdrawn. Went to a local branch and they stated there was nothing they could do. They have charged me 9 $36 overdraft fees and most of them were when I was not negative and due to these charges it has put my account into a total negative tailspin and now am sitting over -$700. I have called the 800# and no one could give me any good information as to why I was charged these charges when I had plenty of money in my account to cover everything. Tried to speak to the local bank manager but she left as I was waiting to speak to her and I have not heard back since Friday 10/16/15.

Desired Settlement: Since no one can show me why the first 4 $36 overdraft charges were filed on 10/13/15 while I was positive in my account they should be refunded, which in turn would abolish the other 5 $36 overdraft charges and a $12.50 overdraft protection fee and this in turn would turn my account back into the positive and would eliminate my negative balance. I would like to see my account with a zero balance and then have it closed completely.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******* ********



12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 7th, 2015, SunTrust allowed nineteen charges to be processed through my bank account, adding up to somewhere around $950. This over drafted my checking account by $400 and my savings by $200. When I contacted them, I was told it could be up to 60 days before I get any money back and they could not give me any sort of credit.

Desired Settlement: SunTrust should have contacted me right away, and should never have allowed so many transactions to occur on my account. They should have also been more helpful in helping me get the money back that was taken out of my account.

Business Response: Re: BBB complaint# *************** *** 

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

Please close this case on your records.

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 04/01/2015 I realized that I had a check card purchase for 1500.00 on 02/24/2015 to ********** ***** ****** I did not make or authorize the payment so I disputed the charge and informed suntrust and was given a case number of 2229001 CKCD. On 04/09/15 I received a email with a notice attached stating that my case was closed and has been deemed to be valid and correct. The problem with the transaction is that I did not make the payment or authorize the payment. I also have never purchased anything with ********** ***** ******* I do not own a car or even have a license to drive a car but was charged 1500.00 fraudently. Because of the missing funds, this caused my account to overdraft and close and be sent to collections. Its extremely frustrating to bank with a company who allows fraud to happen on your account especially with significant amounts of money.

Desired Settlement: I would like the amount of 1500.00 refunded from the fruadulent transaction and my account reopened.

Business Response: Dear ***** ***
Thank you for your inquiry concerning your account with SunTrust Bank.
According to our research, the transaction(S) in the amount of $1,500.00 conducted on 2/24/2015 was complete and valid. There were no errors in the transactions(s).
Based on this information, we are unable to honor your claim for the transaction(s).
Should you have any questions or require additional information, please contact our office at *******.
You may wish to review the Rules and Regulations for Deposit Accounts as applicable to regulation E. including provisions about your rights to obtain records on which this decision was based.

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the bank to close my account on 10/10/15. I paid the $52.00 owed and got a receipt and the account manager stated that my account was now closed. A week later I get a notice from Suntrust Bank stating that I now owe them $145.00. I called the 1-800 number and was advised that the amount was in late fees. I ask for what if my account is closed. The women stated that the account wasn't closed properly. She took off the late fees and advised that I go back to the bank and have then close it properly. I went back and spoke to the account manager, and she stated that there's only one way to close the account, then she stated that there was a ACH that reopened my account. I ask why would you pay something after my account was closed. She stated that she would close it again and send a message to their HQ with an inquiry and don't pay anything now. I advised that I'm not. Today I got another correspondence in the mail stating that I now owe $198.50. I call again to the 1-800 number and was told that my account is closed, it states "No debit transactions" but yet I'm still being charged money on late fees. He then tells me to wait a few weeks until I get a letter.

Desired Settlement: Delete all the late fees from the date after my account was closed, close the account and ensure that this does affect my credit. Its shouldn't take months to do this.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For years I have gotten paid on the 5th and 20th of each month. My children attend a private pay school in which I pay half of the tuition every month. Yesterday, 10.19.2015, I gave the school a postdated check for $370.00, dated for 10.20.2015. This morning, I'm notified that my bank account has insufficient funds. The school's bank accepted the post dated check and processed it on 10.19.2015. SunTrust allowed them to clear the check but in the process they removed pending items that had been pending for several days, added the $370.00 payment to the school, then added each small pending item in after that causing my account to overdraft and causing me to pay $180.00 in insufficient fees. When I called and spoke to them this morning, they refused to come to a resolution and adjust the $180.00. The offered to adjust $108, but I am still being held responsible for the remaining $72.00.

Desired Settlement: I would like the remaining 2 ($72.00) adjusted and applied back into my bank account.

Business Response: Dear ** *****:
We have received and reviewed your correspondence forwarded to us from the BBB regarding a payment made with a posted check from your above referenced account. I appreciate the opportunity to respond.
Our record shows that, on October 19, 2015 Check **** for $370 was presented and paid form your account. You stated the check was postdated October 20, 2015 and you would not have the funds to pay the check until the date. In accordance with our Rules and Regulations for Deposit Accounts, provided at account opening on our website suntrust.com posted items are treated as demand items and payments at presentment.
You request a refund of all the overdraft fees assessed due to the payment of the postdated check. We have refunded three of the five $36.00 overdraft fees, totaling $108, as a one-time courtesy. The other two fees will remain. ****** is your October 23, 2015 statement reflecting these credits.
**** *****, I hope the information provided is helpful to you. If we may be of further assistance, please do not hesitate to contact us via your Online Banking Profile or call us at ************. Our representatives will be glad to help you. Thank you for banking with SunTrust.
Sincerely,
****** *****

11/24/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service
11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged 6 $36 overdraft fees when I should not have been. When we set up our checking and savings accounts we had them linked to prevent any overages. When I checked my account this morning there were 6 overdraft fees even though my savings account had a little over $3000 in it. I spoke to customer service and they are saying that the account was changed to be linked to my credit card but could not tell me when or who changed it. The credit card was opened after the checking and savings and neither myself or my wife gave authorization to switch the linkage from the savings to the credit card. Customer service said they could do a refund of $70 but that is not acceptable as they took out over $200 from my account.

Desired Settlement: The 6 $36 fees need to be put back into my account.

Business Response: Dear ** ****:
We have received and review your correspondence forwarded to us from the BBB regarding overdraft protection for your checking account referenced above. I appreciate the opportunity to respond.
Our records indicated that, on October 22, 2015, your checking account became overdrawn and six $36.00 overdraft fees were assessed (****** *****). At that time, your credit card account was linked to your checking account for the purpose of overdraft protection. However, your credit card account was over the credit limit, resulting in no available funds for overdraft protection.
When you called to inquire about the overdrafts and overdraft protections, you learned that your credit card was the protector account for your checking account rather than your saving account. You advised us that you authorized your savings account to be used for overdraft protection, not your credit card account. You advised us that you authorized you saving account to be used for overdraft protection, not your credit card account. After reviewing your account and based on the information you provide, we refunded the assessed overdraft fees on November 13, 2015. In addition, the protector account for your checking account has been updated to your savings account.
SunTrust strives to provide exceptional service with each and every client interaction, and I regret that we did not fully deliver on that this time. Please accept my sincere apology for any inconvenience caused you.
** ****, your satisfaction is important to us, and we ask that you allow us the opportunity to regain your confidence. If you have any questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at ***** ***** or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust. 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
****** ****



11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a long-time customer of Suntrust Bank I am very disappointed with the customer service I received on October 19, 2015 regarding an unauthorized transaction processing on my account submitted from Dish Network. I was informed that in order for me to file a dispute claim against the transaction I had to allow it to first clear my account, which resulted in numerous overdraft fees that would not have taken place if they had stop the pending transaction. I strongly feel that given that I contacted the bank prior to the transaction being taken out of my account the issues with the overdraft would have been avoided. I have since submitted all documentations to reverse this problem with the fees charged to my account. However, as of today (November 4, 2015) this matter has still not been resolved, because no one has contacted me form Suntrust Bank to further assist me in addressing this matter.

Desired Settlement: To have all my money returned to my account.

Business Response: Re: BBB complaint# ******************* **** 

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

Please close this case on your records. 

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account online in June. I received a call from a Suntrust rep on July 27th, she also sent me a link to set up my online account. An hour later she called me back and informed me another account had previously been set up in my name. After talking with her she acknowledged she believed the occurrence was due to fraud and transferred me to the fraud department to initiate a fraud report. I was given a case number, the account I opened was closed immediately, and I was instructed to visit a Suntrust branch as soon as I could which I did on June the 5th. I deposited 800 dollars and was assigned a new account number which was linked to the debit card I received in the mail a few days prior. I relocated to Atlanta the following day August 6th, used my card at a restaurant with no problem. 30 minutes later I attempted to use the card again and it would not work. I called the number on the back of card and was instructed to visit a branch. I visited the branch on Peachtree Street. After an hour and a half of waiting and after providing them with all vital information and three forms of ID, I was instructed to visit a branch on Park Place and ask for ******* ******, according to her voicemail she is a fraud investigator employed with Suntrust. I left her approximately 20 messages. I was told that she was not located that particular branch once I arrived and another Suntrust rep attempted to help me. They were unable to assist me so I continued to attempt to contact ******* ****** at the number I was provided. I have left her between 5-10 messages daily since August 6th and I am yet to receive a call back. I was finally assisted by **** ****** , a Suntrust employee after visiting yet another branch on Aug. 13th that the fraud complaint wording made it seem as though the new account was also opened fraudulently which is the cause for my frozen account. I was told the issue would be resolved by Aug. 14th. It is yet to be resolved and my family is still without money

Desired Settlement: My account reinstated or my funds be returned as soon as possible. My family and I have been without funds for nearly three weeks due to the incompetence of a Suntrust employee, yet we are being punished.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on my august 2015 Suntrust credit card statement i was charged a late fee of $35 and my payment had been made on line on the due date of 8/16/2015. Since 8/16/2015 was on a sunday suntrust did not post my payment until 8/19/2015 so they charged me that late of $35 .I called and spoke witha rep. and aked why my minimum payent due was higher and she said it include a $35 late fee. So i explained my payment due had been paid on time on line. She then researched and saw where the payment had been made and i was advise the $35 would be removed and and i only had to pay the regular minimum payment of $56. Since this occurance i have been getting phone call and reoccuring late fees of $35 even though i am paying my bill on time. I have spoken to ***** ******* in research, the supervisor named ***** and several other people there to no satisfaction. They finally credited the $35 from august but added a late fee for september the n the credited that now they have added a late fee for October. This all started back with the August statement and the misinformation that was given to me,, however ***** ******* was suppose to have taken care of this and it is still occuring and now the are showing i have late fees totaling $70 when i do not since my minimum payment due of $56 is always paid on time, How do I get this cleared up?

Desired Settlement: Adjust my bill to show the correct minimum payment due. and take the negative reporting off my credit

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** *****

I have not received any response from the company

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a scheduled car payment to come out of my bank acct on October 9, 2015 but I didn't have the money in my account or available so it didn't come out. My car payment comes out in 2 parts. One part as $122.08 and the other part as $235.42. Again my car payment tried to come out on October 14 but this time SunTrust Bank decided to let the payments come out even though the money still wasn't there. It caused me to be charged 2 $36 overdraft fees and it also put my account $423 in the negative. I was trying to get the money together or return the vehicle on October 14, 2015. SunTrust should not have taken it upon themselves to take money out of my account that wasn't there and then charged me 2 $36 overdraft fees. I want them to undo everything they have done. The vehicle was returned on October 14, 2015. I don't see how a bank can take money out of anyone's account when the money isn't there. It doesn't do that to another scheduled payment that I have at the first of every month for $30 why would it do it to 2 payments over $100 & $200?

Desired Settlement: I want my bank account to go back to what it was before they took out the 2 portions of the car payments and to not charge me the overdraft fees.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a FTC Report and also I will be filing with the Attorney General office. This is a business account and I have never seen such abuse by a bank like I see with this bank and I will have a LAWSUIT FOLLOW. On 9/09 I contact this bank because of a few thing I observed with my account. I noticed that I made a deposit into my account on that day to pay a bill Exactly $40.00 I went to the ***** shop to pay for a computer we have in repair and the money was debited for this. The next day I checked my account and to my surprise I was billed Six overdraft fees each fee for items that was billed and not pending but deducted on that same day. I called the bank and was told this is a processing error and that the bank fixed this error by depositing $266.00 into my account. The bank also refunded my maintenance charge and advised me that this would not happen again. I have banked with other banks and I found it appalling that this bank would not even wait a full business day to let the consumer deposit money before billing them for each charge. However this week 9/14 I had a few things come out of my account however each time I made sure money was in my account to clear my balances. I went to ****** ***** and a few other places and the money was there once I swiped my card enter the debit number I will check the account again and the money was deducted from my Balance. Now this week 9/15 I check my account and it is overdrawn $266.00 I contacted the bank and what I am being told is absolutely appalling and I will not deposit a DIME into this account however file bank abuse with the AG office in Virgina. Has a customer you check your account and make sure you have funds to cover when you go into store or somewhere to purchase anything. I look at my account and once again this bank is abusing my account by charging me for transaction a WEEK Down the road. I have never banked with no other bank that has practice like this you either charge your card and the money is de

Desired Settlement: cont... Deducted however this bank is stating that they charge the card but then there is a pending transaction. This is kind of practice is deceiving because I see the transactions has already been deducted from my balance. Also this doesn't make sense neither because what I am being told is that because a fraudulent charge came out this is why the bank is charging me fees. I called the bank to have the card blocked and they stated they couldn't help me with the fee. The next day my card was hit all the fees just like the week before but because I didn't put money in there within one day they can take advantage and abuse my account. I also contacted the companies that these charges came from and they stated that this banks practice doesn't make sense and I refuse to hear it because there is money in here when the card is charged how can you approve them a week later charge me a fee. I would like to reimburse and also a courtesy credit for the rude and revolting rep.

Business Response: Dear ** ****:
We have received ad reviewed your correspondence forwarded to us from the BBB regarding fess assessed to your account referenced above and the way pending transactions affect your available balance. I appreciate the opportunity to respond.
Our records show that, on September 14, 2015, your beginning balance was $89.82. A pending debit from ***** for $35.00 reduced your available balance to $54.82. An ATM deposit for $5.00 increased your available balance to $59.82. on the same date, nine debit card purchases, totaling $75.28, were presented for payment against your account. Given that there were not enough available funds to cover all of the items, you were charged five overdraft fees, totaling $190.
When you contacted our representative on September 15, 2015 regarding the assessed overdraft fees, you advised her that you were disputing the $35.00 pending ***** charge. The disputed item did affect your available balance on September 14, and she refunded the $190 in overdraft fees to your account. You also received a disputed credit of $35.00 on September 18, 2015, and it is also reflected on the ****** statement.
Concerning debit card transaction, once a debit transaction is authorized, a hold is placed on the client’s account reducing the available balance. Funds on hold for pending debit card transactions cannot be used for other purposes even though the transaction has not posted against the account. Generally, it can take between two to five business days for debit card transactions to be presented for payment and permanently post to the account. For this reason, clients mist maintain accurate account records noting all authorized debit transactions, including pending and credits, to determine their available balances. Detailed information concerning this matter is included on page 41 of our Rules and Regulations for Deposit Accounts. Our Rules are provided at account opening and on Suntrust.com.
I apologize for the processing error that occurred involving your $40.00 cash deposit on September 8, 2015 and regret any inconvenience that may have caused. Your account was credited for the deposit on September 9, 2015. Because we were aware of the error, your statement does not reflect any overdraft fees for September 8, 2015 or any processing corrections.
** *****, we hope this information is helpful to you. If we may be of further assistance, please don’t hesitate to contact us via your Online Banking Profile, call us at ********* or visit any SunTrust Branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.
Sincerely,
**** *****

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a Student Checking account last year in or around August 2014 since then my account has been converted into an Essential Checking account with an increase monthly maintenance fee. I would like to know when this account was converted in an Essential Checking account and why.

Desired Settlement: I would like to reimbursed for any fee adjustments on the maintenance fees that where made as a result of the conversion to the Essential Checking.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 3, 2015 I went into Suntrust inside store branch, to order checks The teller who helped me out behind the glass started asking me questions that I assumed for making sure that my information was correct and there wasn't any changes needed to be made. Upon waiting for the ordered checks, I called Suntrust to find out that there was no order made for checks. They told me to go back to the bank to check on it and they to told me again no checks was ordered, so I put in the order again. I also wanted to notify them that I received a letter in the mail denying an application for a credit card. I was very surprised and angry with this letter, being that I did not apply for a credit card. I knew that with my credit that I wouldn't qualify for a credit card because I already had too many. I went back to the bank to see the manager about the situation, but she wasn't in, so a lady who was in charged that day took my information and asked if I knew who it was that helped that day, she wasn't there, but did remember her name, as I sat at the desk with her, I saw her name plate on the desk, she was the manager that waited on me. I contacted Suntrust home office to explain and to file a complaint for this un-authorized application done by this teller. I explained to them that I wouldn't apply for a credit card from anyone behind a glass, knowing other people were in line waiting to be helped. She told me that she would pass the information on and for me to call to make a complaint. a few day later I received a call from that bank's manager confronting and harassing me, saying that I gave her permission and she didn't do it. She looked it up and said she found it and that I must have given her permission to do so., I explained that I came in to order checks with her, so where is the checks you ordered, she couldn't answer that question, I think she knew that she had done this. So she just kept me on the phone harassing me for over minutes about this.

Desired Settlement: I would like an apology acknowledging the wrong doing and for no one contacting me about the situation, other than the bank manager calling me to harass me and for her never to call me again. Also apologizing for no one from their office ever returning my calls after leaving messages. I think she should be reprimanded or terminated for her unlawful practices or is this a normal practice for this bank.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an account with Suntrust for 2 years. I noticed 6 check transactions that were written and signed with my e-mail address Suntrust says they are investigating. They have yet to give me an explaination on why they let these transactions happen. The company that had access to my account is call VOIP Services which I have never heard of and never have done business with them. Suntrust allowed these transactions without my permission and they signed with my e-mail address. One of the fraud supervisors told me they did not want to look bad for not catching the transactions. The only reason why I noticed was because I started online banking in Sept 2015 Thats when I notice 6 check fraud transactions for VOIP for $39.75. ******* *****

Desired Settlement: To be resolved

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was alerted to Fraud on my account approximately 4 weeks ago and the case has still not been closed out despite being told it would take 10 business days.

Desired Settlement: Please complete your work here and put the money back in my account ASAP.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******* ********* ******* 

This case was never resolved.  There was fraud on my account and all they said was the case was denied.  I was also told an email was sent to me about this decision which is totally inaccurate.  They also said they would get me a copy of the email which never happened.
I thought SunTrust offered protection against fraud?   I know they do, so why can't they fix this?
Please help me.  
Thanks
******* ********* ** * ********* **** ****** ***** ** ***** 


11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THE BANK WANTS TO SHUT MY ACCT DOWN FOR A $2. DISPUTE AND UNFORTIONATLY I JUST HAD AN ISSUE WITH MY ACCT THAT REQUIRED IT BE SHUT DOWN DUE TO A DISPUTE PREIOUSLY AND I DON’T WANT TO GO THROUGH THAT AGAIN.

Desired Settlement: I WOULD LIKE THEM TO DIPUTE THE TWO .99 CENT CHARGES AND KEEP IT MOVING .

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

****** ********


Customer contacted BBB and said that this complaint has been resolved. 

11/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Filed bankruptcy in 2012, cleared in 2013, case* ************* The Suntrust account was included for roughly $90, and whenever I try to open a new checking account anywhere, this account balance still shows. I have spoken to Reps on the phone, one credited the account and told me to visit the branch with documentation. I did so, to be told by an account rep that she is not sure how to clear the amount from the account or the check system. They could not provide me with a specific bankruptcy department, but would accept me paying the amount that was to already be cleared.

Desired Settlement: I have been working on this for over 2 years and need to know what does SunTrust need to resolve the issue, I provided all documentation to show proof the account was included and dissolved the bankruptcy. I would like SunTrust to forward this issue to the correct department to resolve the balance and clear my name and personal identifiable information from this check system that is used to set up new accounts for customers, as it comes up even if I visit a credit union to open a new account.

Business Response: Dear ** ****:
We have received and reviewed your correspondence forwarded to us from the BBB regarding the reporting status of your above referenced account. I appreciate the opportunity to respond.
Our records reflect that your Chapter 7 Bankruptcy was discharged on May 8, 2013. SunTrust is no longer pursuing collections of this debt. As such, we have requested that **** ***** and ****** updated the reporting of this account as a Chapter 7 Bankruptcy. Please allow these agencies 30 days to update their records.
*** ******, we hope the information provided is helpful to you. If you have any questions, please don’t hesitate to call **** *** ***** or visit any SunTrust Branch. Our Representatives will be glad to help you.
Sincerely,
***** *********

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

**** ******


11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account became overdrafted for 144$ because they take their pending items out in an order that results in the most overdraft fees possible. This is not the first time this has happened to me. I only made one purchase on the date in question but they still swapped my pending items around so that after that purchase they could overdraft me 4 times.

Desired Settlement: I would like them to refund me at least two of the overdraft fees totaling 36$ apiece as I feel that these fees were unwarranted.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I requested bank statements because the online statement available did not go back far enough into the time period I needed. There was no disclosure that it would cost me 55 dollars to request bank statements. There was no disclosure that it would cost anything at all. Had I known it was going to charge my account 55 dollars I would have not requested the statements. There was no "checkout" confirmation stating a price. When I asked if I could cancel the request I was told no because it had already withdrew the money from my account. I stated that I should be refunded this amount as it was not disclosed during the time requested the amount it would cost. I was told I can go to a local branch regarding this issue. However, I requested them through the online service and feel that I should not have to go to a local branch which would require me to miss work and travel out of my way for an issue where the bank failed to disclose at the time of request the cost.

Desired Settlement: I would like a refund. I will be more than happy to return the statements if need be but I feel this charge is way to expensive for the service rendered and was not properly disclosed to me.

Business Response: Re **** **** **** BBB Case *******
We have responded by telephone to our client but cannot share the response with the BBB as no signed third party authorization was received.
**** ******

11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem is the fact that when I use my debit card the money comes directly out as it should, but a few days later SUNTRUST recycles those transactions as if they never took place. I check my account onions showing that I have a positive balance. A few days later my account is end the negative because of the reycyled transactions on top of new transactions. They are basically manipulating me to believe I have a set amount in my account then it changes overnight without your knowledge due to the face that I checked it earlier in the day and everything seemed normal. Then over a set few days u come to find out they are basically setting u up to spend money u do not have. Then charging you 36 dollars each time they claim that you have a man overdraft. I'm not saying I haven't ever overdrawn knowingly but that that recycle transactions to make it seem as if you overdrafted with at least three transactions even though the transactions took place with a positive amount in my account and before there would be any chance of such small a transactions sending me into the negative. They are basically charging me twice for one single transaction, they charge me the day of the transactions, recycle it then charge me again. Then I check my account to find that I'm in the negative by 590. When I had a bill set up in the amount of 275 which would send me in the negatives but I knew of this and of one other transactions that would cause me an overdraft fee, but they are charging me for thing left that were actually pay for days prior to the bill coming out. So they recycled those prior transactions to make it seem as if I was continuing to pull money from the account after overdrafting which is not the case. They are ripping people off by double charging them

Desired Settlement: I would like my money back in my account.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a claim pending with **********., Inc., regarding a purchase I made with my SunTrust debit **********. To complete my claim, ********** wants a letter showing that my Suntrust debit ********** (ending in ****) links to my SunTrust checking account (ending in 1970). (My checking-account statement does NOT show that the purchase was made with my debit card ending in ****). At first, I contacted SunTrust through "online chat." The rep. could do NOTHING for me (She could NOT send me any kind of correspondence....no email....no postal mail). She just kept telling me to go to a "local branch," even after I had repeatedly told her that SunTrust has ZERO branches in my area (I signed up for my checking account online). Then I sent SunTrust a secure message, asking for a confirmation letter by postal mail. But the rep. misunderstood my request, saying that "no email could be sent." He also told me to "step into a branch," without even checking to see whether that were a reasonable option. I then called SunTrust. The rep. was USELESS. All she did was tell me to "step into a branch," even after I had repeatedly told her that SunTrust has ZERO branches in my area.

Desired Settlement: I need a letter (sent to me by postal mail), confirming that my SunTrust debit card (****) links to my SunTrust checing account (****). In the letter, please reference the last four digits of each account (**** *** ****). Finally, please ensure that the letter has a SunTrust letterhead.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reported fraudulent activity on my checking account back in January 2013, and SunTrust closed the account after completing the necessary steps to investigate my claims. No one from the fraud/recovery department or anyone else from this organization has tried to contact me in regards to this closed account until now, when they withdrew $466.26 out of my new checking account. I called the recovery department to find out what happened; since this is was news to me; and the woman on the phone basically blamed me for having a fraudulent account and that I owed the funds after almost two and a half years after the fact. Why has no one contacted me to tell me what was going on? Why do I owe money on an account that had fraudulent activity going on? I do not understand why as she so nicely put it "we have the right to take the money whenever" when it's so long after I filed a claim. No one has contacted me about any balance on an old account to try to resolve anything. As I mentioned before, this is news to me; even though the recovery/fraud department never said anything to me about taking any extra steps.

Desired Settlement: I want this matter resolved promptly and the fund returned to my account from which they were taken.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/5/15 I called Suntrust Bank @ 8:15 AM, to advise that I was robbed and asked the bank "Why did you allow 11 transactions from the same place? Why did you not block my card? I was told there was "nothing suspicious!! Then I asked them to block my account immediately. Reps names was ******. I also filed a police report with Fort ********** Police Department after I finished report to bank. On 9/8/15 I called Suntrust Bank again and was told that my account HAD NOT been blocked and that the rep was going to do it then. I was told a new debit card would be in the mail. After that call, 2 MORE transactions went through my account and my account was STILL NOT BLOCKED!!! On 9/21/2015 I visited the Savanah GA branch to speak to ******** ***** and she informed me that there was NEVER a block put on my account, then she called the investigation team with Suntrust and was told that a letter dated 9/14/15 was mailed to me to inform me that no fraudulent activity was found and that I was responsible for ALL CHARGES. I was told to file a rebuttal but that the bank would not change their decision. The detective on my case called me on 10/7/15 to advise me the bank told her the same thing and that I need to file suit against bank. I am not responsible for these charges and I have money in that account that was mine and I want it all returned to me. Because I was robbed during a knee surgery, I am temporarily disabled, I have since lost my job due to physical and mental trauma, not having money to fill my prescriptions, all my bills are past due and I missed 10 days of physical therapy because I cannot afford to go because of co-pays. I am seeking an attorney and will be filing suit against the bank and the person who stole my wallet. The bank never helped one time, has kept all my money and caused over thousands of dollars worth of late fees, penalties and loss of income. Also, they have caused my knee surgery recovery to be delayed and now have an infection in my knee.

Desired Settlement: I want all the charges and over draft charges removed immediately, all the money that was in there replaced ($105 from ***** and $45 was already in account). I am seeking damages as well since this is still not resolved after 30 days and counting and because my account was not blocked after 3 DIFFERENT requests. This is the worst bank to do business with and I will be going to the news with this story.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON OCTOBER 1, 2015 I FOUND OUT MY ACCOUNT WITH SUNTRUST WAS CLOSED WITHOUT ANY NOTIFICATION OR REASON WHY THEY JUSTATSED THE REASON WAS FOR RULE AND RTEGULATIONS. I CALLED MULTIPLE TIME TO SEE HOW WE COULD RESOLVE THE ISSUE ADVISED THEM ON WHAT HAS TRANSPIRED AND I JUST NEEDED TO MAKE SURE MY CHILDREN WERE OKAY. I WAS TOLD THAT I WAS OUT OF LUCK. I WAS THEN TOLD THAT SUNTRST CAN CLOSE AN ACCOUNT IF THEY DEEM IT NECESSARY TO AND IF THEY WANT TO FOR ANY REASON WITHOUT GIVING ANY NOTICE. I FEEL THAT THIS IS BAD SERVICE AND IS NOT THE WAY YOU DO BUSINESS AND YOU AT LEAST BE ADVISED OF THE SITUATION PRIOR AND GIVEN A CHANCE TO RECTIFY THE SITUATION

Desired Settlement: ALL I WANTED WAS TO KEEP MY ACCOUNT OPEN AND CONTINUE TO BUILD A RELATIONSHIP WITH THEM. IF THAT IS POSSIBLE I WOULD LOVE TO

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved out of state to Oklahoma in August due to a job. so did a mobile upload of my paycheck. They placed a hold on it for 2 weeks, putting my acct in the negative by over 2000 and refused to release the funds and instead reported me to the fraud department when I got pushy about it., and then proceeded to close the acct. They state that they closed it because i went to a local bank to have check cashed which is against policy, but I only did that when they refused to release the funds, and they had already locked me out of my acct by then. My paperwork I received from the bank says that my funds will be available the next business day, not 2 weeks from when its deposited when they feel like it. It never should have been an issue with the deposit considering it was a payroll check, and had the name of major bank in Oklahoma on it.

Desired Settlement: I'm afraid they will ding my report as a bad customer. I want them corrected. They should not be able to get away with what they did to me. I also believe they owe me an apology for this mess. It almost cost me getting into my apt and paying my bills.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an account with Suntrust for years. I have been comprised 3 times, had problems concerning an ATM deposit which I have complained about several times, and nothing has been done about this problem. Yesterday I checked my account and noticed $95.00 had been withdrew from my account for my Sky-mile yearly fee. I should have been exempt from paying the annual fee for 2 years per someone in your company. That was do to the comprises that I had. I know that you don't have the sky-mile card anymore, but I was grandfather in and I chose to keep it. When I called in yesterday to get a refund for the $95.00 I was told that they could give me a refund but I had to get a regular Suntrust card. I asked to speak to a supervisor, but I don't know if she was actually a supervisor or not. I don't know why but this is the only bank that that I have so many problems with. I need some answers. concerning all of my issues that I am having with your bank.

Desired Settlement: I would like to speak with someone very high up. All of my issues with Suntrust need to be addressed and resolved. I also want my Sky-miles bank card reissued back to me with the agreement that was made. And if I was grandfathered in my annual fee should stay the same.

Business Response: Dear ** ****:
We have received and reviewed your correspondence forwarded to us from the BBB regarding the assessed annual fee from your ****** ****** World Debit Card referenced above and an ATM deposit that occurred in 2013. I appreciate the opportunity to speak with you and am glad to provide this written follow up.
On August 12, 2014, our records show that you called us to report that your **** ****** World Debit Card has been compromised. A new ****** **** card was opened on that day with notations that the annual fee was waived for the new anniversary date of August.
We also show that on December 4, 2014, you visited our **** **** **** and updated were made to your checking account. The **** ***** card is not offered with our Essential Checking product. For the reason, you were automatically sent a Classic Debit Card. When you received the Classic Debit card, you contacted us stating you wanted to keep your **** ****** card. Therefore, on December 11, 2014, a **** **** ***** debit card was reissued to you with notes indicating that the annual fee would be waived. Unfortunately, on August 12, 12015, we assessed the $95 annual fee to your checking account. To correct this error, we issued a $95.00 credit to your account on August 26, 2015.
The annual fee for the **** ***** World Debit Card is disclosed in the ***** Terms and Conditions for ***** *****8 Debit Cards. The terms and Conditions are provided at account opening and available at suntrust.com. In addition, these Terms and Conditions were provided to existing clients by direct mail dated May 15, 2015. Since your card was opened before July 25, 2015 and is not associated with a Signature Advantage Account, the current annual fee is $95.00. Going forward, an annual fee will be assessed.
We also discussed an ATM deposit made on April 13, 2013 to now closed Account ending in **** in which you received a credit of $1.00 for a cash deposit of $50.00. On September 21, 2015, we issued a credit to your account ending in **** for $49.00. I apologize for the untimely credit of this deposit.
Your comments regarding these matters were shared with the appropriate management areas. We understand that we did not meet your expectations, and we are sorry for any inconvenience caused.
** ***** 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 accounts, please do not hesitate to contact us via your Online Banking Profile, call us at ********** or visit any SunTrust Branch. A representative will be glad to assist you. Thank you for banking with SunTrust.
Sincerely,
**** ****

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had my new Suntrust account open less than a month. Twice this week my card was disabled (for my protection) I called Suntrust, verified transactions and also asked why I wasn't notified they were putting a hold/ blocking my card from use. I was told they tried to call me. I had no missed calls whatsoever. I believe this was Monday, here we are on Thursday, my card gets blocked again. Again I call speak with a very rude lady in the Fraud Dept. verified the transactions and was told they tried to call me at 8:47 this morning, I'm thinking yeah right, I have very good cellular service. Not to mention, if they couldn't reach me, would they not leave a voicemail? Especially twice in a week. I verified they had the correct phone number again which they did. I asked the lady for her named, She spelled it very fast with an attitude. I asked her to spell it again slowly "******" in Fraud Dept. Very Rude, I've had my account less than a month. It just seems crazy to keep getting terrible service from Suntrust.

Desired Settlement: At least call me if you're going to block my card - or as the ****** kept saying a hold on my card. If it goes to voicemail , at least leave a message.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB 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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
****** ******



11/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In May of 2015, an automatic monthly payment was set up for my Suntrust credit line based on statement received by the bank. Unfortunately the amount posted was not correct $400 INSTREAD OF $620 OR SO-although it was paid every month. The bank never contacted me or my husband (both our names appear on the credit line) via e-mail or letter or call (on my cell or my husband’s or even our business number) until late August. Online statements were inaccessible due to an online issue with profile, which I called repeatedly the lender and yet never advised that there was an issue with my payments been short. As soon as we found out we initiated an online payment on August 31, 2015 and bank agreed to remove late charges-. We have never been late in mtge payments for over 25 years and a drop of almost 100 points in our credit SCORE is extremely unjust, unfair and prejudicial for a clerical error when the lender FAILED TO NOTIFY US PROPERLY. In addition, lender closed our line. WE HAVE ANOTHER MORTGE WITH THE SAME LENDER AND WE WERE PAYING $2,000 EXTRA A MONTH so payment of an extra $200 would have never been an issue.

Desired Settlement: REMOVE ANY DEROGATORY REMARKS FROM OUR CREDIT REPORT

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,
******** *********



Good morning,

My complain t has not been resolved. Suntrust Bank keeps insisting they reported accurately that I am late while it is their fault for not advising me that ny auto pay was short and the on line auto pay for an additional $500 for principal deduction(********)  did not go through. There was no correspondence whatsoever from April to end of August and they admitted so and they waived the late fee.
My credit should be restored
Thank you
******** *********

11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently opened 4 accounts with Sun Trust Bank. I received my new debit card yesterday, 9/28/15. I used some of the funds I had in the account the same morning to purchase a money order in the amount $500.00. Later, I tried to make another purchase and my debit card was declined. I called Sun Trust bank and told the rep the issue I was having, he told me that I would need to login to my online banking and chat with a rep online. I logged into my online banking and told the online rep of my card being declined. She informed me that I would have to go through some verification questions before she could assist me, I gladly agreed. After I passed the verification questions, I was informed that there had been a block put on my debit card until I verify some recent transactions. I verified the transactions and the online rep unblocked the card. Shortly after, I was able to use the debit card again. This morning, 9/29/15, I again called Sun Trust because 2 of my accounts were not showing up on my online banking. I again went through ID verification questions and passed the verification. The rep immediately fixed the problem of my accounts not showing up in online banking and they were showing up for me to view immediately afterward. Now, I try to login to online banking and my username nor password is working. After 3 attempts to login, I called Sun Trust bank. I was told by the rep that my account was in a confidential status and that she could not give me anymore info. Instead, she told me I could go into a branch to get more info. I immediately informed her that there are no branches in the state of ********. She said she realizes that but could not offer me any assistance. I told her that I wanted to speak with a supervisor, she transferred me to a supervisor who basically reiterated what the previous rep said. She said that she does not know how / why the confidential status was put on the account but I would need to go to a local branch for more info.

Desired Settlement: I want Sun Trust to give me an explanation as to why my account has a confidential tag on it and why I am being referred to a local branch when they know full well there is not a branch in my state. Also, I would like my accounts reinstated and given access to my funds in those accounts immediately. I need someone from Sun Trust bank to contact me immediately.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service
10/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: $150 was removed from my account without my knowledge or permission to cover the banks processing error where a lawn service in NC was billed. The podiatrist who was correctly billed said he saw the charge on his account. I was paid once. Now I am out $150 for something I was assured would not happen. I received a letter last week after this had been done. I called Customer Service again and was bounced between departments, including American Express. NO ONE HELPED. They did not have access to the transaction data and I was finally told yesterday the case was closed and there was nothing they could do. If I went into your bank and gave you a similar note, then took money I would be arrested. Yet when you steal from my account by wire, you are following procedure. I prefer to call it wire fraud. I have all receipts and communication, but that does not make a difference.

Desired Settlement: I want this corrected and my money returned. I should not be paying any business processing errors or be stonewalled in the process of trying to get resolution.

Business Response: Spoke with client on  10/12/15 and the issue has been resolved.

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******** ******* **********


While the specific incident with SunTrust has been "resolved" and funds returned the underlying problem still exists. ******** ******* has a processing issue where an incorrect credit card number with a different expiration date and name srtill processed. I whote to **** and have yet to receive a rely.
 
***** ********** ********* ***** ******** ***** ****** * ******** ***** ******** ******** ***** ******** ***** ***** ***************** *********************************


10/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suntrust manipulated transactions so that they could charge me more money. I have a check that was out standing, I checked my bank Monday and had $190 in it. So I knew this check would bounce and I was prepared for that. What I was not prepared for is the bank went and re dated all of the transactions so that they could charge me FOUR overdraft fees and not just one. They manipulated the order of my transactions so that they could charge me four instead of one overdraft fee. I want three back. I plan on purposely doing this again just to be able to screen ***** and prove what they do to rip their customers off. I am a single mom and this cause me to not be able to pay my electric bill. SO I have to live without power for 2 days and I am slowly restocking my refrigerator. This is just shy of criminal and I want someone help accountable, instead of me.

Desired Settlement: I want three of my over draft charges out back in my account. If I did it - then fine have your fee. But in this case I know I am only truly on the hook for one.

Business Response: Dear ** *******:
We have received and reviewed your correspondence forwarded to is from the BBB regarding overdraft fees assessed due to the posting order of items to the above referenced account. We appreciate the opportunity to respond.
Our records show that, on September 28, 2015, eight times, totaling $929.85 were presented for payment against a balance of $875.45. Given that there were not enough funds to cover all of the items, you were charged four $36.00 overdraft item fees, totaling $144. Based on this information, we have determined that these fees are valid. However, as a courtesy, we refunded $108 in overdraft fees. This credit will reflect on your next statement. The other overdraft fee will remain.
The posting order of your items is in accordance with our Rules and Regulations For deposit Accounts. ****** are pages 16 and 17 of our rules for your review. Our rules are provided at account opening and on suntrust.com.
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 above 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.
** *****, we hope this information is helpful to you. Should you have any further questions regarding your account, please feel free to contact us via your online banking profile, call us at ********** or visit any SunTrust branch. Our representatives will be glad to assist you. Thank you for banking with SunTrust.

Consumer Response:

please close this case. They refunded my fees. 

 

Thank you!

10/28/2015 Problems with Product/Service
10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July 2015, an affidavit/ deferment plan was signed in the presence of two branch employees of Suntrust in local branch office in Naples Florida. I waited until the employees faxed the signed form to the main office in Virginia. I was given a confirmation receipt prior to my departure. On September 21, 2015; I was called by the collections department of Suntrust Bank stating that I am four months behind on payments and that there are additional collection charges that amounted to over $500 in which I have to make full payment in the amount over $1500 within 7 days or face repossession of the vehicle. I was told that they have record that I was approved in July for the deferment but have no confirmation of receipt of the fax from the branch office. They stated that a certified letter was sent to me, yet I never received a certified letter and I was told they have no receipt regarding that the certified letter was received. I was never informed of any past due or collection proceedings until the phone conversation that occurred on September 21, 2015. No other correspondence occurred since July because I was informed that I had been approved for the deferment and received a fax confirmation in July. As I looked up my account online on September 21, 2015; it states that my next payment is due on October 9, 2015 in the amount of $253 which is my regularly scheduled payment. I was told by the Suntrust representative on the phone that this was a "glitch". They have erred in their receipt of the fax and in their online account information being erroneous and in turn incorrectly placed my loan in collections.

Desired Settlement: I would like Suntrust to cancel the collection proceedings including the repossession threat. I believe I owe payment for September only if they accept that they mistakenly did not credit me with the summer deferment. In return I will continue to pay my monthly loan payment for the remainder of the loan.

Business Response: Dear ** ******:
We have received and reviewed your correspondence forwarded to us from the BBB regarding the status of your above referenced loan. I appreciate the opportunity to respond.
Our records indicate that you requested an extension for your monthly payment due for June and July. The agreement was not processed due to an internal error. Due to this error your account appeared to be late for the June and July payments. I realize this was a frustrating experience from you and I am sorry for any confusion caused by this error.
In addition, your scheduled payments for the months of August and September were not made. Because if this, your account was assigned to our repossession Department.
After receipt of your correspondence, I was able to reach out to our internal department as well as the branch manager at our ***** ****** office to determine what resolution could be reached. We were able to process the two month extension agreement, waive the late charges and the repossession fees.
You were advised that you would need to pay $772.93 in order to bring your account current and to remove the account from repossession. Records show a payment was made on September 28, 2015 and your account is now current. Your next scheduled payment is due on November 9, 2015.
** ******, I apologize that you did not have a positive experience and hope you will allow us the opportunity to regain your confidence. If you have any questions or concerns regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at ******** or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.
Sincerely,
***** *****

10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Suntrust on August 25, 2015 after seeing unauthroized charges on my account totaling hundreds of dollars. I spoke to someon, expalined that I disputed the charges, and she told me that my account would be credited and the merchants would be blocked from any further charges to my account. I have an email confirming the case number. i was also asked to fill out a form and fax it to Suntrust and I did this. However I again received the product and called suntrust; i was told a charge to my account is now "pending" and that the only way to prevent it was through a stop payment request for which Suntrust would charge me. at the same time I am unable to get on line access to my account to review the charges Suntrust blocked me. n order to assist us in the investigation of case 2391623, please complete the attached form and return via fax to ************ or mail to: SunTrust Bank ** *** ****** ******** ** ********** If the client has any questions on this case, please provide them with the following contact information: **************. Representatives are available Monday through Friday, 8:00AM – 8:00PM. Do not reply to this message, it is an auto-generated message.

Desired Settlement: I would like the disputed charges to be credited to my account.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have recently opened an account with Suntrust. There is an issue with my account and I am unable to attain online access. My first call to customer service on Thursday 10/1/15, the representative was rude and very unhelpful and basically told me too bad so sad. She was very rude while she was sending me a password reset email, of which I did not receive until much later. I proceeded to go the the branch and the representative there was helpful to me trying to get this resolved. When he called the service desk and tried to get my password reset emails, the 3 emails from the earlier representative finally showed up. We tried many times to reset the account to no avail. I tried to file a complaint regarding my first horrible customer service on Thursday through him and have heard nothing back regarding that. I was called today from a customer service liaison from a Virginia office regarding not being able to access my account. The woman was EXTREMELY rude and not helpful. She told me they had a resolve for my issue and that she did not know when they would fix it and refused to give me a timeline for the resolve. I told her that was unacceptable. She treated me like a piece of dirt and told me basically to take my money elsewhere. I kept asking when they were going to fix my access and she told me that no date had been established. I want access to my account. As I was still talking to the representative, she hung up on me. I then called my local branch, and was unable to talk to my local representative at that time. I was able to reach him about an hour later and he told me that the Virginia representative emailed him and said that I hung up on her, which is totally false. I am trying to reach the Virginia office manager for the extremely rude woman.

Desired Settlement: I, first and foremost, want online access to my account. Secondly, I want an apology form the corporate office for the two occasions of really poor customer service and that it is totally unacceptable to be hung up on by an employee of their business. There is never a situation that a customer service representative should be rude, cold, uncaring, and hang up on a customer. My local branch person has been trying to help me, but he is unable to with the corporate office acting like they really don't care at all and lying about what has transpired.

Business Response: The issues regarding his Online Banking problem was resolved by telephone. Please close this case on your records.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My original issue was on aug 28, i spoke with "******" (Agent ID: **). She was extremely rude when i was following directions from another agent to call in at this time and date. She continued to snap at me and talk over me when i asked she not, and finaly had to ask to speak with a supervisor.I spoke with ****** who came across as cold, having no cares for the customers concern, and when i informed him the previous rep was rude he didn't seem to care. He said he'd mail a letter to my house, and the letter never showed up. When i had to call back 12 days later and ask what was going on, he came across yet again as if he had better things to do and was very rude. He expressed NO empathy, care, or anything for my issue. this is the worst experiences with customer service i have ever had and i will be changing my loan company to a company that genuinely cares for its clients.

Desired Settlement: Id like a hand written apology for the terrible level of service on both reps side.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a $340 check that was important sent back to the Government and allowing less significant items go through.

Desired Settlement: Allow this check to go through as I have a loan from the Government that will be deposited next week as this payment is important.

Business Response: Dear ** *******:
We have received and reviewed your correspondence forwarded to us from the BBB regarding the presentment and posting of your $340 payment to the account referenced above. Thank you for taking the time to speak with me about this matter. I appreciate the opportunity to respond.
Our records shows that, on September 11, 2015, items totaling $350 ($340 to ***** and $10.00 to *****) were presented for payment against an available balance of $154.81 in your account. Given that there were not enough funds to cover the $340 payment on September 16, 2015. In addition, as a courtesy, we refund the $36.00 returned item fee you were assessed on September 11, 2015 (see the ***** September 22, 2015 account statement).
** *********, I hope the information provided is helpful. Should you have any questions regarding your accounts, please do not hesitate to contact us via your Online Banking Profile, call us at *********** or visit any SunTrust branch. A representative will be glad to assist you.
Thank you for choosing SunTrust for your financial needs.
Sincerely,
**** ***** ****

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust allowed ******* to draft my account for services not rendered. I have tried several times to contact the merchant & Suntrust to resolve the issue. I have been trying to resolve this issue since April 22, 2015. Suntrust was suppose to investigate the issue and advise me of the outcome but they keep saying they never got the information. I have went to several branches several times and resubmitted the information as requested from me to do the investigation but every time I request a status update they tell me the same thing they need the information again. The last case * ****** was assigned to ***** ******* *** ************ . She hasn't done anything when I call to get a status update they keep telling me to resubmit the information again to be investigated. They also refer me to ****** when I call but I never receive a call back. The merchant states they never got the money I need to contract Suntrust but the money came out of my account.

Desired Settlement: I'm requesting a refund for the full amount $400.00 because it shouldn't take this long to refund my money. I also would like a call from a Supervisor with an update of the case and what they are going to do to get the issue resolved.

Business Response: Dear ** ****
We have received and reviewed your correspondence forwarded to us from the BBB regarding your above referenced case. I appreciate the opportunity to respond.
Our records reflect that, on March 24, 2015, you initiated a claim, case ********, for a $400 charge from **** that was debited from your account on February 10, 2015. Because this is considered a merchant dispute, we may pursue such a claim as a courtesy. We may attempt to recover your money with the merchant’s bank; however, we do not guarantee the outcome of the claim. Claims of this type can take an extended period of time. If recovery is made, we will credit your account for the money received.
I spoke with ** ****** ****** who informed me that the requested documents for the case were received past the required time to dispute the charges with the merchant. Therefore, the case was closed.
Each time I spoke with you, I provided you information that I received from our Cardmember Services Department. I have requested that your case be reviewed again for a resolution. I regret that ** ***** did not return your calls.
** ***, should you have any questions, please contact ** **** at *********, extension ******. He will be glad to speak with you.
Sincerely,
*** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

***** ******



Hi ******,

Thank you for speaking with me on this matter with Sun Trust. I have attached the letter they sent to me on 09/25/15, it looks like the same letter they sent you. I sent all the documentation that *** ****** *********** requested within the the time frame requested, but never heard back from him by phone, email or letter. This letter states they are attempting to pursue my claim this is the same thing they have been telling me every since I filed the claim on 03/24/15, and I still haven't received a resolution yet. *** *********** has never reached out to me to try to resolve this issue. I would appreciate it if you would keep my case open until I receive a resolution to this matter. If you need any more information or need to contact me please reach out to me by email *************** **** or by phone ************* Once again, thanks in advance for your assistance with this matter.
Thank you,

***** ******


10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After speaking to someone in person at Suntrust about a car loan, I applied on-line for a car loan with ***********, a lending division of Suntrust Bank. *********** had some additional questions. I called up to answer the questions, and explained that I had intermittent internet access and answered the questions over the phone. I also requested that *********** call on the phone and let me know whether I qualified for the loan and what interest rate I would receive. The process with *********** took awhile and in the meantime I decided to take out a loan with a different bank. *********** later (all this occurred in less than two days time) called and said that the loan application had been processed but I would have to go on-line to see the information (rate, terms, etc.) At that point, because I had already decided to go with another lender, and it was burdensome to go on-line due to intermittent access, I simply ignored the matter and never went back to the *********** website. On September 16, 2015, I received an email from *********** informing me that "since we have not heard from you regarding certain questions we had concerning your application, we must decline your application due to incomplete application information. To review the legally required decline notice, please sign in to our web site at ***************." I was surprised, as I had answered numerous questions over the phone and then had been told that the application had been processed. I thought the only matter left was whether I wanted to accept the loan. I tried to go on the website to see the decline notice and determine the consequences, but was unable to log-in, I think b/c the reference number was no longer valid. I then sent an email to *********** asking about the legal/credit rating consequences but received no response. I have another transaction in process right now and do not want a 'declined' indication that could affect my credit rating.

Desired Settlement: I would like *********** to IMMEDIATELY remove the 'declined' demarcation from my credit rating; or pay for the resulting increased costs of my home refinance currently ongoing that are attributable to the change in credit score.

Business Response: Dear ** ****
We have received and reviewed your correspondence forwarded to us from the BBB regarding your ******* loan application. We appreciate the opportunity to respond.
Our records show that your application was received on August 25, 2015. On the same date, an email was sent to you requesting that you contact us because additional information was required. After we spoke with you on August 26, 2015, your application was received, and it was discovered that additional information as necessary. For this reason, an email was sent to you on the 26th asking that the information be verified. Because we did not receive a response in a timely manner, a decision was made to decline the application because of incomplete information.
Our review of the loan application process did not indicate that a bank error was made. For this reason, we believe the loan decision was appropriate and will remain on your credit file.
If you have not already done so, you may dispute the reporting directly with the consumer reporting agencies, and also add a consumer statement to your credit file. In the consumer statement, you may explain the reason for the reporting, and any creditor or potential creditor will see your consumer statement when they access your credit file.
** ****, while I understand that is not the resolution you are seeking for SunTrust, I hope the information about contacting the reporting agencies directly is helpful, Should you have any questions, please contact us at *********. A representative will be glad to assist you.
Sincerely,
***** *****

Consumer Response: Better Business Bureau:

The letter from SunTrust is unresponsive and ignores the facts I explained in the complaint. 

As I indicated in my complaint, I told Light Stream that I had intermittent email service.  As a result, I engaged in numerous conversations with the staff to provide the information they requested.  I also asked that the staff inform me of the interest rate by phone when they had completed their analysis.  In fact, I received a phone call from *********** that the analysis had been completed but was told that I would have to access the interest rate on the computer.  I ended up taking out a car loan with a different financial institution that I was dealing with face-to-face and was able to be more responsive. 

At that point, because of intermittent internet service and having gone with another bank, I never responded to what I was told by *********** staff was the final information on the loan terms.  Nor was I contacted further about the pending ********** loan application until I was told by email that my loan application had been rejected.

It is readily verifiable that I had applied for a loan with another institution at the same time as **********, and that I took the loan out with that bank.  It is unfathomable that, in these circumstances, I would be told a month later that *********** is rejecting my loan application, and that will be indicated on my credit reports.

Again, SunTrust does not respond to any of this in its reply letter, and I must reject it.


Regards,

******** *****




10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was erroneously charged $518 in returned item fees. It all originated by two problems with the bank. #1 bank forces items to process with the largest amount first and smallest amount last, to ensure they can charge as many bounced item fees as possible. This conflicts the order in which the items were presented to the bank. #2 I had a payment process, that left my account with a positive $35.07. The bank charged me a $36 fee, even though the account want negative. Their fee, pushed me negative and forced me to incur additional fees. I want every fee refunded for the past 60 days.

Desired Settlement: Full refund of every returned item fee, and overdraft protection fee for the past 60 days.

Business Response: Dear ** ****:
We have received and reviewed your correspondence forwarded to us from the BBB regarding overdraft fees assessed to your above referenced account and the order in which we post items to accounts. Thank you for taking the time to speak with me about these concerns. I appreciate the opportunity to respond.
Our records show that, on September 15, 2015, your beginning account balance was $485.22. There were pending items from ******** ($5.22 and $5.76), ******* ***** ($8.33), SQ ******* ($13.02), ** *** ** *** **** ($25.06), ******** ******** ($40.00) and ********* ****** ($75.36) which reduced your available balance to $312.57. A credit for $16.00 increased that balance to $328.57. During processing several items were presented and paid (*** **** ** **** for $466.15, two **** **** card Online Pmts for $90.00 and $40.00, ***** **** for $33.62, **** *** **** *** *** for $13.60, ******* for $8.01, **** ***** *** ***** for $8.00, ***** *** for $7.63 and ***** for $5.350. Because we limit the total overdraft fees assessed to six per day, you were assessed six $36.00 overdraft fees totaling $216. An overdraft transfer credit of $8.01 and on overdraft transfer fee of $12.50 also posted to the account. After all the items were processed your end-of-day available balance was negative $564.28. your account because positive on September 17, 2015 when a direct deposit from TWE Shared Services for  $1,952.54 was credit your account. These transactions are reflected on the enclosed statement.
 Based on the above information and that items were presented for payment against insufficient balance, we have determined that the assessed overdraft fees totaling $108. You also received a refund totaling $108 on September 30, 2015. At this time no additional refunds will be available to you.
The posting order of your items is in accordance with our Rules and regulations For Deposits Accounts. ***** is page 16 of our Rules for your review. Our Rules are provided at account opening and no our website suntrust.com (see about us- fee schedules- deposit account disclosures).
Concerning debit card transactions, once a debit transaction is authorized, a hold is placed on the client’s account reducing the available balance. Funds on hold for pending debit card transactions cannot be used for other purposes even though the transactions 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 debit transactions, including pending and credits to determine their available balances. Detailed information concerning this matter is found in our Rules on page 41 (******).
We want to be sure you are aware that our website contains helpful information on how to manage your account and avoid fees (see Banking-Personal Checking-Account Features- Overdraft Services-Facts about Banking). You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn be setting up Email or Mobile Alerts.
** ****, I understand the difficulty an overdrawn account can cause and regret the frustration you experienced. I hope the information provided is helpful to you. If we may be of further assistance, please don’t hesitate to contact us via your Online Banking Profile, call *********** or visit any SunTrust Branch. Our representatives will be glad to help you. Thank you for banking with SunTrust.
Sincerely,
***** *****

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]

While I appreciate the concessions made thus far, they are still inadequate to what I was charged.  I was still charged an additional $302 fees over and beyond what was credited.  I must have five additional NSF fees removed or I will be forced to seek legal action.

Regards,

******* ******




10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8-21 I opened a savings account online and put $200 dollars from my credit union account, who I am in good standings with, into the new saving acct. I never had an acct. with them before. I wanted an acct that was closer to us and also at the same bank my son uses so it would be easier to transfer money to him if he needed it. He lives in another state. I went into the branch here in Land O Lakes, FL on a few occasions over the next 30 days and made deposits. On 9-22 I again went in to make a deposit and was told there was a problem with the acct. and the manager tried to call the helpline. She couldn't seem to get thru right then so I asked her to give me a call when she found out something. She calls me later that afternoon and said my acct. was being closed but she did not know why. I asked if I could come get my money and she said no it was frozen. She said to call the helpline which I did and was told there was a "verification" problem. I asked what the problem was but he would not tell me, only something about rules and regs. He said I needed to go to the branch, so I went back to the bank and told Lisa,the manager, what they said. She got back on the phone with them and they would not tell her anything. I came home and called them again and asked to speak with a supervisor. She told me they could close it without cause, ok, that's fine but you cant keep my money . I didn't write checks on it or use the debit card, so I didn't owe them anything. She said they had put a hold on it the 16th and would be sending out a letter. How is it legal for them to keep peoples money!!?? Its not like its a lot , $720 , but its mine.

Desired Settlement: I want my $720 back and an explanation of why they closed my acct. If they don't explain to people, how are we suppose to fix it or deny it!?

Business Response: Dear ** ****,
We have received and reviewed your correspondence forwarded to us from the BBB regarding SunTrust’s decisions to close your above referenced account. I appreciate the opportunity to respond.
The decision to close the account was a business decision made by SunTrust, as explained in the September 17, 2015, letter from our Fraud Rick Management Department (copy ****). As stated in the letter, according to our Rules and Regulations For Deposit Accounts, which is provided at account opening and is available on our website suntrust.com (see About Us- Free Schedules- Deposit Account Disclosures), “the Bank may close your Account at any time and for any reason or for no reason without advance notice.” (((( are pages 22 and 23 of our Rules for your review.
We placed a “no debit” status on your account to prevent any debits activity and to allow time for any remaining funds to be collected from your account during the closing process. Your account was closed on September 24, 2015 (statement *****.) Official Check ******* representing the remaining account balance was mailed to you on September 28, 2015.
**** *****, we hope the information provided is helpful to you. If you have any questions, please call our Fraud Risk Management Department at **********. A representative will be glad to help you. We wish you will in your future financial endeavors. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have not told me WHY account was closed. They refer to "rules and Regs" but that does not tell me anything. They did refund my money but if they don't tell people why, how are we suppose to fix it or dispute it?
Regards,

****** *****




10/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Suntrust advertised back in February that they would deposit/credit $150 to your checking account if you opened up a new checking account. The conditions were to have direct deposits totaling &1000 in the months of March and April and make one payment through billpay during those same months. I have complied with the conditions but keep getting the run around trying to collect the $150.00. I've call the 800# for Suntrust and was referred to the branch location. I called the branch several times and have gone in twice to follow up on this and every time I'm told the manager will give me a call. Well I've never received that call. I'm just asking for what your ad claimed.

Desired Settlement: $150.00 credited to my checking account as promised and advertised.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

10/16/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like the refund for the disputed amount credited back to my credit card.

Business Response: SunTrust has responded to our client but cannot share the response with the BBB as no signed third party authorization was received.
Please close this case on your records.

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an old joint account that went negative and i was unaware that when it was closed (not by me) it was negative. Anyhow, they debited my current account $300.00 ( of what i told was fees). The problem is that i did