SUNTRUST BANKS, INC.

2019-04-18

Bendale, SC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-18

Farmer Market, CA

Improper use of your report

Payday loan, title loan, or personal loan: Installment loan

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-17

Lake Worth, FL

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-17

Havana, FL

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: On XX/XX/2018 I made a {$87.00} purchase with a Suntrust rewards credit card that was eligible for an activated Suntrust deal for 20 % cash back on a purchase from XXXX XXXX. On XX/XX/XXXX I had not received my rewards and I contacted Suntrust to inquire about the status of my rewards. I was told to wait 6-8 weeks for the reward to be deposited. ( I was not told whether the Suntrust deal was earned or not ) On XX/XX/XXXX I contacted Suntrust again with the same issue of not receiving my rewards. I was told an investigation was opening on the issue. I received no further communication from Suntrust. On XX/XX/XXXX I contacted Suntrust customer service to inquire about the investigation. After 2 hours speaking with customer service, I was told the results of the investigation were that I had not received the Suntrust deal, despite meeting all the necessary requirements to earn the rewards. I was told that there is a 90 day window to dispute unearned Suntrust deals, starting from the last day of the deal 's eligibility. This information was not readily available when researching Suntrust deals. Multiple customer service representatives were unaware of this 90 window which lead to the 2 hour long call with multiple representative transfers. The end result was that I did not receive a Suntrust deal reward that was advertised because the Suntrust deal online banking system did not properly accept my eligibility and the support department failed to properly notify me of the status of my Suntrust deals and the available steps I could take to dispute them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-04-17

Jupiter, FL

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I had an bank account with Suntrust bank for over 20 yrs. i went to use my debit card and it was declined i called bank to find out they closed my account and i would be receiving a letter in the mail. I had over 12k in my bank at the time of closure.After receiving the letter it stated i would receive my funds with in 30 days of the letter sent. Total fraud ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Green Bluff, WA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Ocoee, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Warrenton, VA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Suntrust Bank is refusing to resolve a claim. 1. Suntrust Bank accepted the dispute on XX/XX/XXXX. Document attached. 2. They asked for more information and documents on XX/XX/XXXX. Document attached. 3. I have submitted all the information and documents they have asked. 4. They closed the claim on XX/XX/XXXX. Document attached. The reason Sunturst is giving while closing the case is very poor and irrelevant. They accepted the claim even after 60 days from the billing date and under review process instead of helping customer they are closing the case. It shows how poor is their customer service. I even talk to their supervisor/manager regarding the claim. They too are not interested in resolving instead they said i can close the account when i mentioned how other banks are always ready to help the customer. They are not willing to make any exception. I have given thousands of dollars of business every month. The dispute contains very high amount somebody like me. I would really appreciate if they can resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Mem, TN

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-16

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: 1. On XX/XX/2019, I approached the Suntrust branch at XXXX XXXX XXXX, XXXX, XXXX, Georgia XXXX, with a check to deposit. 2. The check is in the amount of XX/XX/XXXX dollars and is made out to the nonprofit organization where I am XXXX, XXXX XXXX XXXX XXXX XXXX 3. We need immediate access to the funds, or at least to have no hold placed on the account. 4. The check was drawn on an account at XXXX XXXX XXXX that, if Suntrust had made any effort to confirm or certify funds, would have shown that the funds were available. 5. I asked the teller, XXXX, if she could call XXXX XXXX to confirm funds. She stated I would have to walk over to XXXX XXXX myself to confirm funds. I stated that this obviously would not assist with my funds being made available by Suntrust. After all, I didn't need to confirm funds myself, I am confident in the funds. 6. The teller next to her, XXXX, also became involved in the conversation. Neither seemed familiar with the process of what I was asking them to do. I had to explain that other banks in the past have been able to pick up a phone and confirm funds in order to make them available. They said they could not do that, that they could only deposit the check and they would not even be able to tell me whether there would be a hold. 7. Under duress, I deposited the check at the branch. The receipt did not state anything about a hold. I asked the tellers, and they said they had no information about any hold. This prevented me from undoing the deposit even if I wanted to ; I could have explored check cashing options or other options with the check but Suntrust withholds information from its customers that would allow them to make a good decision regarding what to do with their check. 8. I called Suntrust Customer Service, spoke with XXXX. 9. XXXX stated that the branch, in fact, at their discretion, could have attempted to contact XXXX XXXX, but apparently failed to even offer to do. XXXX stated that, if Suntrust was able to confirm the funds by phone, the branch would pass this information on to the " back office, '' that would then be able to not place a hold based on the information. ( Suntrust branch never did this. ) 10. XXXX also stated that as part of the back office processing that they would attempt to confirm the funds themselves, either electronically or by calling XXXX XXXX. ( Clearly, the back office never did this either due to either laziness or a desire to victimize me and my nonprofit. ) 11. I called the XXXX branch and left a message for the manager and Vice President, XXXX. 12. XXXX called me back in the late afternoon. He stated that calling XXXX XXXX would not do any good because they would refuse to provide the information, and he said that even with confirmation from XXXX XXXX and the writer of the check, that Suntrust would likely not release the hold. XXXX insisted that all banks had the same policies regarding this. ( which I do not believe is correct ). 13. Suntrust itself offers a merchant verification option for merchants who receive a check drawn upon Suntrust. When calling the customer service line ( XXXX XXXX XXXX ) and saying the words " merchant verification , '' Suntrust offers an option for the merchant to enter the account number and other information related to the check into the phone system to verify funds. If Suntrust offers this, it is unclear why they insist that no other bank does. 14. The Funds Availability Policy Disclosure for Deposit Accounts ( " Disclosure document '' ) states on page seven : " We will notify you if we are going to delay the availability of the deposited items and tell you when the funds will be available. '' However, Suntrust is not following its own policies. The tellers did not notify me even when I asked them ; customer service did not notify me even when I asked them ; and the branch manager did not notify on XX/XX/XXXX, even when I asked him. Then, on today, XX/XX/XXXX, my XXXX XXXX XXXX only shows an amount of the hold, not the date that the hold will be released. I had to actually call the manager, XXXX, to find out the dates. See : https : //www.suntrust.comXXXX 15. The Disclosure document also states on p. 7, " If we decide to take this action after you have left the premises, we will mail you a notice of hold no later than the first business day after we receive your deposit. '' This implies that they are supposed to tell you *before* you leave the premises in normal circumstances, which they did not do. There is no evidence that a letter has been sent to me. 16. The Disclosure document also states on p. 7, " If you will need the funds from a deposit right away, you should ask us when the funds will be available. '' I do need the funds right away ; I did ask ; and no information was provided. Why is Suntrust encouraging its customers to ask questions to which no answers are ever available at the time of deposit, and where Suntrust has no interest or willingness in verifying funds to assist the customer? I recommend the following revision : " If you will need funds from a deposit right away, go to XXXX and realize that Suntrust does not care. '' 17. On this morning, the XXXX XXXX XXXX showed a hold in the amount of {$34000.00}, but did not state when the hold would be removed. 18. I called the branch and XXXX revealed that XXXX dollars is to be available tomorrow ; {$4400.00} will be available on the XX/XX/XXXX ; and {$30000.00} will be available on XX/XX/XXXX. 19. These dates do not bear any relationship to when Suntrust is to receive confirmation of funds clearing from the check. That is, there is no way it takes more than a week for funds to clear. Upon information and belief, Suntrust is intending to hold at least {$30000.00} of funds without any justification. 20. Suntrust agents have contradicted each other on numerous occasions throughout this process. 21. First, XXXX stated that the branch could call XXXX XXXX, but the branch, both tellers and manager, have refused to do so. 22. Second, XXXX stated that the back office would confirm funds as part of nightly processing. However, the back office has clearly have not done so, because if they had, they would realize that these are good funds that should be made immediately available. 23. Third, Suntrust is not following the promises it makes to customers in its Disclosure Document regarding customers being able to receive information regarding holds when the deposit is made ; and it is encouraging customers who need funds to ask questions about their funds that Suntrust refuses to answer and to which Suntrust is completely unwilling to assist. The Disclosure should make all of that clear - that holds are a big mystery, that there is no reason to ask questions, that Suntrust doesn't care whether the funds are valid and confirmable, that Suntrust will hold funds longer than necessary in order to victimize customers and profit off of them. 24. All of this is harming me, my nonprofit, and the people we serve. 25. Once these funds clear, I am closing this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-15

Oxford, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Before I begin, here is the overview. A fraudulent check for {$3600.00} was deposited through a Suntrust ATM using my XXXX XXXX stolen debit card. It was withdrawn the next day sending his account into arrears. My daughters name is on the account with him as he is a XXXX. Without notifying us, Suntrust took the amount in arrears, {$2700.00}, out of my account because my daughters name is on it as well. This is what happened. My daughter and her XXXX year old XXXX had an account at Suntrust in which his paychecks were direct deposited. The evening of XXXX, she was checking his account as she routinely does, and she noticed a {$3600.00} deposit had been made. The very next morning there was a debit transaction of {$2900.00}, which was less than 12 hours later. Upon talking with him and making inquiries, he had misplaced his debit card and believed it was stolen at school. My daughter notified the bank on XXXX. Suntrust fraud department said there would be a 10 day investigation. After 10 days, she received an email stating the claim was denied due to discrepancies. My daughter asked for copies of their evidence and reasoning for denial. When my daughter received a copy of the deposited check, the signatures were not a match, where you fill in PAID TO THE ORDER OF the suspect wrote out money amount, and THE WRITING OF THE MONEY AMOUNT was the name. The check was filled out incorrectly and never placed on HOLD. My daughter then filed a police report and an appeal at the recommendation of Suntrust. On XXXX, without notifying us, Suntrust did a bank assisted draft for the amount in arrears, {$2700.00}, from my account to recover their loss. Suntrust told her that the appeal process would take 45 days. During this time, my daughter made several attempts to find the location of ATM deposit and debit card transaction at the request of the sheriff 's office. Suntrust refused to identify where this terminal was. It wasn't until my daughters third attempt and speaking with a manager that she was able to find the ATM location. Come to find out, the ATM ID is stamped on the back of the deposited check! After finally getting the ATM ID and location, my daughter notified the detective with the sheriffs office assigned to her case. The detective was able to retrieve ATM footage which ultimately lead to identifying and arresting a suspect. XXXX days after the appeal was made, XXXX, my daughter made a phone call to follow up with Suntrust. She received an email less than 24 hours later denying the claim again with no explanation. We are still waiting for the evidence to be mailed to us on the appeal. Being a senior citizen, I have my daughter on my account at Suntrust. Suntrust used that to conduct a bank assisted draft of {$2700.00} from my account. I became aware of it when I checked my account. When I went in to talk to them, they couldn't assist. Whomever was present was incompetent. Suntrust also took two of his paychecks, charged him NSF fees and returned item fees as well. It amounts to approximately {$360.00} from his account. Suntrust said the case is closed and there be no further action! The case has been sent to judicial court and the attorney on the case has stated that my money that was " BANK ASSISTED '' is an issue between Suntrust and myself. Suntrust is stating it would be a civil case against the suspect and there is nothing they can do. However, we feel that Suntrust NEVER conducted a real investigation on this fraudulent activity. They just denied it and took my money. Suntrust refused to call the detective with the sheriff 's office. Suntrust also closed this case before the detective was done investigating. Denial for the appeal form was emailed on XXXX. The sheriffs office called on XXXX saying they recovered ATM footage. XXXX was called in by the detective to look at the ATM footage on XXXX and he positively identified the suspect, whom is a student that attends his school. The suspect was arrested, and felony charges have been filed. Suntrust still will not accept this as evidence to refund my money. Instead, Suntrust decided to close this case before the investigation was completed. My daughter and I talked to the attorney on the case in XXXX XXXX last week. She let us know that WHENEVER they go to court, they would be pursuing the {$360.00} associated with the XXXX 's debit card. The debit card is in his name only so it will be the only thing they can pursue. The attorney let me know that the bank assisted draft is an issue between Suntrust and myself. Apparently, to retrieve my money back, I will have to pursue a civil case against Suntrust. I am not sure where to go from here. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-15

Newnan, GA

Problem with fraud alerts or security freezes

Checking or savings account: Checking account

Complaint: I Have applied for a Loan, And been Scammed into a Fraudulent activity. I dint Know. Its has hurt my account and caused it to be in a Negative Balance. I have been on the phone with my Bank all last week. It has falling on me. All this begin on XX/XX/19. Now i just do know what to do, i am in hole. My bank should see my History and know i have not done any like this before. My bank act so cold towards me like they do not care. i am very surprise at them and very hurt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-15

Belvedere, GA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-14

Wesley Chapel, FL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-12

Shulerville, SC

Closing an account

Checking or savings account: Savings account

Company closed your account
Complaint: On XXXX XXXX I received a direct deposit from my part-time employer and called in this morning to get the balance. My call was transfer to a representative and she told me my account was being closed due to Suntrust Regulations. It makes me upset that they close your account without warning and you cant ' get an explantation on your own money that your worked hard for. I also have a checking account with them and wrote a check and now my check is going to bounce because my account is on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-12

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-04-11

Chapel Lakes, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Boston, MA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-11

Tallahassee, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-04-10

Atl, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-10

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-10

Homestead, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-09

Greenwood, FL

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response