SUNTRUST BANKS, INC.


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"Products" offered by SUNTRUST BANKS, INC. with at least one, but usually more complaints:

Bank account or service - (CD) Certificate of deposit
Bank account or service - Cashing a check without an account
Bank account or service - Checking account
Bank account or service - Other bank product/service
Bank account or service - Savings account
Checking or savings account -
Checking or savings account - CD (Certificate of Deposit)
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Personal line of credit
Consumer Loan - Title loan
Consumer Loan - Vehicle lease
Consumer Loan - Vehicle loan
Credit card -
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit card or prepaid card - Gift card
Credit card or prepaid card - Government benefit card
Credit card or prepaid card - Store credit card
Credit reporting -
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto
Debt collection - Auto debt
Debt collection - Credit card
Debt collection - Credit card debt
Debt collection - Federal student loan
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Non-federal student loan
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt collection - Private student loan debt
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - International money transfer
Money transfer, virtual currency, or money service - Mobile or digital wallet
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Money transfer, virtual currency, or money service - Virtual currency
Money transfers - Domestic (US) money transfer
Money transfers - International money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - VA mortgage
Other financial service - Check cashing
Other financial service - Debt settlement
Other financial service - Refund anticipation check
Payday loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Payday loan
Payday loan, title loan, or personal loan - Personal line of credit
Prepaid card - General purpose card
Prepaid card - Gift or merchant card
Prepaid card - Other special purpose card
Student loan - Federal student loan servicing
Student loan - Non-federal student loan
Student loan - Private student loan
Vehicle loan or lease - Loan

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Complaint ID: 3221014

Date Received: 2019-04-24

Issue: Managing the loan or lease

Subissue: Problem with additional products or services purchased with the loan

Consumer Complaint: I traded my vehicle in on late XXXX. I had an extended warranty through SunTrust. The dealership sent the check for the remaining warranty reimbursement to SunTrust in XXXX. I called SunTrust to inquire about my refund and they informed me since my loan was closed, they send the check back to the dealer and then the dealer will reimburse me. I contacted the dealer on XX/XX/XXXX for a status and they informed me SunTrust cashed the check on XXXX in the amount of {$580.00}. I called SunTrust Loan servicing and they informed me the check was sent to dealers services and the man on the phone could not help me. He sent me to SunTrust Dealer Services and the man that answered the phone told me they only talk to dealers. I explained the situation and he said he will get is supervisor on the phone. He transferred me to a number that does not exist and I was cut off. I called back and a woman answered. I explained the situation again and she gave the supervisors direct number and said she would transfer. Again I was cut off. I tried call in the supervisors direct number and it is a number that is not in service.

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

State: TX

Zip: 78254

Submitted Via: Web

Date Sent: 2019-04-24

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3220076

Date Received: 2019-04-23

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I never received my escrow statement along with the refund check for {$77.00}. I contacted SunTrust by phone and after almost an hour wait the agent said they would reprocess the escrow statement and check and it should get to me in the next 2-3 weeks. I waited over a month and had not received the document or check from SunTrust even though my escrow account was debited back on XX/XX/XXXX. I followed up by sending a secure message through online banking on XX/XX/XXXX and the only update I received was directing me to a site that no longer exist to receive updates. I would like a copy of my escrow statement along with my refund check I am due.

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

State: AL

Zip: 352XX

Submitted Via: Web

Date Sent: 2019-04-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3217968

Date Received: 2019-04-20

Issue: Struggling to pay your loan

Subissue: Denied request to lower payments

Consumer Complaint: I surrendered my car two years ago because of hardship. I could not keep up with the payments..I really believe that the vehicle was way over priced. I needed it because the one i had prior from the same dealership had computer problems, that could not be remedied. So i needed another vehicle for work at that time. After getting the vehicle i looked at the " blue book '' value and realized that i was charged {$15000.00} dollars more then the car was worth and payments almost {$500.00} a month + insurance. So when i could no longer work because of health issues. Which I relayed to the lender. And was put on a payment plan.I found myself struggling to survive. I am on XXXX now. I received a letter from XXXX XXXX XXXX with an offer to pay 25 % of the debt. I called and was told i would have to pay it off in 3 month. When i called back. I got another irate representative that told me that i could not pay what i had agreed on. I ask why,,, she demanded that i pay the whole amount. Because of my XXXX i can't afford to go back and forth with this. I need help.

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

State: DC

Zip: 20011

Submitted Via: Web

Date Sent: 2019-04-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3217768

Date Received: 2019-04-19

Issue: Problem caused by your funds being low

Subissue: Overdrafts and overdraft fees

Consumer Complaint: Account : CHECKING XXXX Subject : BANK ERROR : -- REQUEST FOR OVERDRAFT FEE REVERSAL Acct - Checking-Ending ... XXXX { XXXX } XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX XXXX / RE : Request for fee Reversal of overdraft charges As of today 's date : XX/XX/XXXX OVERDRAFT ITEM FEE FOR ITEM {$540.00} XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX as Date XX/XX/XXXX Amount- {$36.00} Running Available balance- {$69.00} total overdraft fees ( - {$72.00} ) dollars I XXXX XXXX, herein submit this message to the Florida Office of Financial Regulations and SunTrust Bank, Inc. customer service . And give notice to the account holder XXXX XXXX, Declined Overdraft Coverage and Protection Service Agreement .. Effective Date : XX/XX/XXXX. Wherefore, on the date of XX/XX/XXXX, ..and XXXX, XXXX. SunTrust has repeatedly allow the account to be overdrawn. And assessing overdraft charges against my account. Even after being notified of my lack of interest in the OVERDRAFT COVERAGE AND PROTECTION SERVICES, that they currently offer. Furthermore, it is my belief, that SUNTRUST, opted to delay the processing of the XXXX Electronic | ACH Bill Payment. The transaction was setup sometime in the late XX/XX/XXXX. At which, was scheduled to be debited|withdrawn on XX/XX/XXXX. However, SUNTRUST causing the account to be overdrawn ; by giving priority to other transaction items, thus forcing the account to.incurr these deliberate financial discriminating bank fee charges. SUNTRUST RESPONSE : If the overdraft fees of {$36.00} dollars, are not paid within a specific time frame. And an additional extended overdraft fee charge of {$36.00} dollars, which was automatically applied on XX/XX/XXXX. Furthermore, I have also request for a fee reversal, of the current overdraft charges, in the amount of {$72.00} dollars. That has been assessed against my account. the status of my inquiry is unresolved .... Respectfully submitted By XXXX XXXX SUNTRUST BANK , INC. | OVERDRAFT COVERAGE AND PROTECTION SERVICE ACKNOWLEDGEMENT AGREEMENT Update your preferences regarding Overdraft Coverage for the selected account. Overdraft Coverage allows the bank, at its discretion, to authorize and pay transactions on ATM and everyday debit card purchases in situations where you have inadvertently spent more than your available balance. Overdraft Coverage & Protection. Effective date : XX/XX/XXXX I had Decline Overdraft Coverage overdraft Coverage, for the specified account ( s ), and disagreed to the Overdraft Coverage as outlined in the Overdraft Coverage Notice. The NO selection indicates that you have declined Overdraft Coverage for the specified account ( s ). There is no charge for accepting this service. However, if you have accepted Overdraft Coverage and have a transaction that is in excess of your available balance, you will incur a fee of {$36.00}. As of today 's date : XX/XX/XXXX OVERDRAFT ITEM FEE FOR ITEM {$540.00} XXXX XXXX ONLINE PMT CKXXXX XX/XX/XXXX XXXX as Date XX/XX/XXXX Amount- {$36.00} Running Available balance- {$69.00} total overdraft fees ( - {$72.00} ) dollars

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

State: FL

Zip: 33914

Submitted Via: Web

Date Sent: 2019-04-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3217677

Date Received: 2019-04-19

Issue: Trouble during payment process

Subissue:

Consumer Complaint: RE : Sun Trust Mortgage Loan # XXXX Loss Draft Dept. XXXX ATTN : XXXX XXXX. Box XXXX XXXX, VA XXXX My house burned down in XXXX XXXX in California XX/XX/XXXX. At the time we had a mortgage principal with Sun Trust Mortgage Co. of {$200000.00}. They withheld this amount, which I understand and have no problem with. According to the mortgage companies own written policies they return {$40000.00} or 20 % of principal balance when reconstruction begins, 50 % of remaining balance when half way through construction and the last 50 % when construction is complete. So far no problem. We started reconstruction in XX/XX/XXXX at which time I requested that they release the first {$40000.00} in compliance with their own policies. It is now mid XXXX and I have called them 12 times to follow up on when they would be releasing the funds. Every time I call I am told they need more documents which were never mentioned previously, I dutifully send to them. They frequently say they do have all the documents and I will receive a check within 3 to 5 business days. Nothing happens, I call back and now they need more documents that were never previously mentioned. They never contact me to tell me they still need more items that they never mentioned previously. I wait a couple of weeks to give them time to send the money then I call back and am told again that they need something else. Every time I call it results is about an hour or more of my time when they put me on hold, consult with other people, get cut off and have to try to contact person I was talking to again. Not possible. Of course, they never call me back even though they repeatedly confirm my phone number. I have spent hours on this effort. On XX/XX/XXXX my attorney sent them a letter to no avail. This company is inept and poorly managed. The people on the phone are always very polite and seem to be trying to help but never successful. I can only conclude that management doesn't care enough to staff and train personnel or they are deliberately trying to stonewall refunding my money. The thing I fear most is when we need to make the final payment to the XXXX and we get this run around trying to have the final funds released. The XXXX shouldn't have to wait for his money but we will have used up all the money we had and be down to the last {$80000.00} which is at Sun Trust.

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

State: CA

Zip: 93004

Submitted Via: Web

Date Sent: 2019-04-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3217414

Date Received: 2019-04-19

Issue: Problem with the payoff process at the end of the loan

Subissue:

Consumer Complaint: I have funds in my Suntrust account that will allow me to pay off my loan with their lending company, LightStream. I went on Suntrust 's account to transfer the money, but the site would not allow me to do that. I went onto LightStream 's website, and it would not allow me to make a same day payoff. The earliest I could payoff my loan was Tuesday XX/XX/23. Not wanting to be charged additional money for this, I called. They, too, said I could only make a payoff for Tuesday XX/XX/23. I advised I did not want to pay the additional interest, and they told me unfortunately that is their policy and I will pay around {$8.00} extra in interest because of this. I spoke with a supervisor, who also said I would not be able to pay my account today. I had to schedule something for Tuesday XX/XX/23. I called a local Suntrust branch to ask if I could go to a branch to payoff my account in person, but I am not able to do that, either. I believe this is an unfair and deceptive practice. Although this amount may seem trivial, when multiplied over their customer base it becomes quite the scheme. I believe that if I want to make a payment for today 's date, it should not be refused.

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

State: NC

Zip: 272XX

Submitted Via: Web

Date Sent: 2019-04-23

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3217174

Date Received: 2019-04-19

Issue: Getting the loan

Subissue:

Consumer Complaint: I received an email saying I was accepted by XXXX XXXX for {$8000.00}. I called the number and gave my information such as bank and social. When it was time for the loan they were going to deposit {$1700.00} in my account but I needed to send it back via gift cards. Lucky for me my account is on the minus XXXX. So they put {$960.00} in the account to make positive but theres a {$700.00} on hold to take out the would make the account - $ XXXX he told me that it was going to take 1 hour to process due and I asked if I should call back tomorrow. He said yes and that I would have to get gifts and send them as proof. So Im minus XXXX with XXXX in my account while thats a {$700.00} pending amount to be taken out

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

State: CA

Zip: 91761

Submitted Via: Web

Date Sent: 2019-04-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3215679

Date Received: 2019-04-17

Issue: Other features, terms, or problems

Subissue: Problem with rewards from credit card

Consumer 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

State: FL

Zip: 32304

Submitted Via: Web

Date Sent: 2019-04-17

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3215172

Date Received: 2019-04-17

Issue: Closing an account

Subissue: Funds not received from closed account

Consumer 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

State: FL

Zip: 33484

Submitted Via: Web

Date Sent: 2019-04-17

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3213903

Date Received: 2019-04-16

Issue: Problem with a purchase shown on your statement

Subissue: Credit card company isn't resolving a dispute about a purchase on your statement

Consumer 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

State: VA

Zip: 20152

Submitted Via: Web

Date Sent: 2019-04-16

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.