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SunTrust Banks
reviews & complaints
SunTrust Banks
reviews & complaints

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375 complaints
65 resolved 310 unresolved

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SunTrust Banks reviews & complaints

SunTrust Banks complaints 375

SunTrust Banks - Checking

I am in Dominican Republic. I have many crypto accounts and other bank accounts. My debit card was blocked for security reasons. I called my personal banker where I have my corporate account they couldn't help me. The they had me go through customer service where I waited 55 minutes the first time. Nobody answered. Since I'm out of the country my cell provider charges me . 29 per min. So I spent 15 dollars there. Then I called back and waited over an hour now my cell bill for calls is at around 30 dollars, I finally got someone in customer service who could not help me. They transferred me to the security Dept. I finally got my card unblocked. Story does not end here. I told the security person that I have many accounts and that im in the Dominican Republic please make a note so my card does not get blocked again. So here we are 3 weeks later my card is blocked for security reasons again. I can not get cash from my account. I called again went through the same process as mentioned this time NO INE ANSWERED THE CS LINE AFTE 1 HOUR AND A HALF. NOW my cell bill for the month calling to fix my blocks is around 80.dollars I have no resolution. I will have to change my flight back to the USA to take my money out of this bank. Hotels, rent a car, gas time and another round trip ticket to Dominican republic. Do this while ordeal when it's over and done with will have cost me. Over 1000 dollars. HOW THEY ARE EVEN STILL IN BUSINESS IS BEYOND ME. WORSE DECISION BANKING WITH THIS BANK OF MY BUSINESS CAREER IN 40 YEARS. TOTAL NIGHTMARE. DONT USE THIS BANK. THERES systems are 1970 there protocols ares stupid there CSV is none existent. Runaw

Desired outcome: New CEO

SunTrust Banks - Customer Service

Every time I try to register a new person to send money to via Zelle my profile is put on HOLD.

Today Sun Trust went a bit further. They completely suspended access to my account.

This morning I waited over two hours to speak to a Sun Trust rep to remove the ON HOLD status. After two hours the call fell though.

I am once again waiting to speak to a representative to find out why the completely blocked access to my account and my funds.

It does not make sense for this bank to create more and more traffic of calls to their collapsed call center.

Terrible service!

G
Jan 04, 2022

SunTrust Banks - Business credit card

The worst customer service of any bank we have dealt with. 1) Monthly statements never arrive. 2) Worst online portal of any bank. 3) No online dispute for charges - you have to call. 4) Hours wasted...

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SunTrust Banks - Suntrust in Ocala Florida

I deposited a check for $100, 000.00. On December 10th 2021. I have been asked to give more information to prove who I am & where I got my $100, 000.00 check from. I've given proof of who I am where my money came from & its been 18 days since my deposit. I want access to my money immediately. Or my check returned to me at once. This is unexceptable

Desired outcome: Access to my money immediately

I need my money to buy a home. My home burned on New Years Eve of this year. I also lost my dog in the fire. I had to sell my property and move away because it was too painful to be there. I need my money

M

SunTrust Banks - My settlement check

I deposit my settlement check on the 12/08 the closed my account on 12/09/2021, they say they was goin to mail my check, I clearly asked them not to mail me my life savings do to the hood I stay in, I asked them that on the 13, 14, 15, 16 and the 17 they mailed it out after I asked not too. All I wanted was to go to the same bank I opened my account just so I can get a cashiers check so my funds will be safe and they went against it. SunTrust is not for the people. I still have not did any Xmas shopping for my kids, they faces down but god will make a way. I asked them if my check get tookin out my mailbox are y'all goin to give me my money back, you can guess what they said!

SunTrust Banks - Check fraud

On October 8, 2021, found out through an email from SunTrust my account ending in 7184 was overdrawn, knew that was a mistake because on October 5, 2021, I had a loan deposited for 4512.48. I was in...

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SunTrust Banks - Savings account

I deposited my insurance settlement October 29 2021 and it cleared the next day. November 1 2021 they closed my account out with my money in it. They haven't sent me my money or any notice stating the reason why. It's been thirty days and I've called and visited the branch and nothing has been resolved. I need to know where is my money and why my account was closed?

Good luck SunTrust has become the bank of Criminals, I am a victim of check fraud for over 4500.00 dollars and they are stalling my case, they will not return my money and this has been since beginning of October. Beginning to think SunTrust is not on the up and up, something is going on inside of SunTrust and its stemming from the top.

R

SunTrust Banks - Customer Srvice

On Friday, November, 12, 2021 I was "on hold" with SunTrust On-Line Banking from 4:04 pm EST until 5:07 pm EST. The phone was never answered. I finally hung up. This is not reflective of my value to SunTrust as a customer who has been with SunTrust for 40 years, both personal and business, However,

On Monday, November 15, 2021 I contacted the Dunwoody branch office where I still have substantial deposits to complain about the On-Line banking phone call fiasco. Joanna answered the phone and I expressed that I wish to talk with the branch manager. I was told that was Ellie and she was unavailable at that time. She would call me back. I never received a return phone call.

On Friday, December 3, 2021 I finally reached SunTrust Customer Complaints (Tyler was in Tennessee - this was after trying many phone numbers to reach corporate). He told me the only way I could file a complaint was to write a letter and send it certified mail to an address he could give me. I declined and said I would file a more public complaint. Hence, this filing.

Desired outcome: SunTrust to: 1) acknowledge that over an hour on hold is not customer service and correct the problem; 2) require branch managers to actually return customer's calls; 3) institute some easy way for customers to file a complaint.

On Friday, November, 12, 2021 I was "on hold" with SunTrust On-Line Banking from 4:04 pm EST until 5:07 pm EST. The phone was never answered. I finally hung up. This is not reflective of my value to SunTrust as a customer who has been with SunTrust for 40 years, both personal and business, However,

On Monday, November 15, 2021 I contacted the Dunwoody branch office where I still have substantial deposits to complain about the On-Line banking phone call fiasco. Joanna answered the phone and I expressed that I wish to talk with the branch manager. I was told that was Ellie and she was unavailable at that time. She would call me back. I never received a return phone call.

On Friday, December 3, 2021 I finally reached SunTrust Customer Complaints (Tyler was in Tennessee - this was after trying many phone numbers to reach corporate). He told me the only way I could file a complaint was to write a letter and send it certified mail to an address he could give me. I declined and said I would file a more public complaint. Hence, this filing.

Desired outcome: SunTrust to: 1) acknowledge that over an hour on hold is not customer service and correct the problem; 2) require branch managers to actually return customer's calls; 3) institute some easy way for customers to file a complaint.

SunTrust Banks - Unethical Behavior

Suntrust/Now Truist is stalling the payment postings to debit accounts, I made a purchase of the 23rd of the month and when I went to confirm with the company that I made the payment on the 27th, it never showed within my account. I made a second payment and then discovered Suntrust had posted both payments which had been hidden from me until the end of the month. I have been double charged by Sunturst multiple times in the last year, which resulted in over 1k in overdraft fee charges alone. Since they make filing a fraud claim nearly impossible to file, it has been. a loosing battle. Sunturst/truist is waiting until the end of the the billing cycle to mass dump transactions to overdraw your account and charge you multiple overdraft fee's at one time.

Desired outcome: Financial Retribution and stricter legal actions against sunturst

SunTrust Banks - Fraudulent activity on account - SunTrust's failure to properly close account

On Wednesday, November 24, 2021, I was advised that a check that I deposited was fraudulent and my account was closed. I provided all the information to Keme (Fraud Dept) about the check, why I received it and who it came from. I was advised the account was in the negative but they would investigate the fraud to determine what of the negative might be my responsibility, I advised her that I was to be receiving my paycheck by direct deposit on Friday, November 26, 2021. She told me not to worry, they deposit would be denied due to the closure and returned to the payroll company. I was advised that Suntrust chose to change the account from closed to "frozen" which allowed them to receive the deposit. This deposit was applied to negative balance on the account. This was specifically what I was told would not happen. In speaking with Ivan Reyes, he advised that it was decided that since there was a negative balance, they would accept the money to take care of the account. Now, all of my money was taken and potentially given to the fraudulent company. Additionally, I have no access the anything in the account because of the "frozen" status. I asked that they close the account as I am expecting another direct deposit on my pension on December 1, 2021. I was advised that it could not be done and nothing can be changed. I want to know when banks have stopped taking care of their customers when fraud occurs and become more concerned about their bottom line. Now, they have left me with no money, no ability to pay my bills and no access to anything in my account. I can't even access the account online because it states that the account is closed. ACTION NEEDS TO BE TAKEN ON THIS ACCOUNT IMMEDIATELY!

Desired outcome: REIMBURSEMENT OF THE DEPOSIT THAT WAS TAKEN WHEN THE ACCOUNT WAS TO BE CLOSED

G
Nov 26, 2021

SunTrust Banks - Heloc/ lies

I have been trying to complete a HELOC that suntrust solicited. I have been constantly lied to about the appraisal which was completed and has been turned into the bank over a week ago. There is no communication at all. I will be moving my mortgage and other banking elsewhere. Also on a separate note as a construction loan DO NOT GO WITH THIS BANK NOW TRUIST! Their inspectors and construction mortgage processors are incompetent!

R
Nov 17, 2021

SunTrust Banks - Chat

For months I have been trying to get Sun Trust to fix a problem. Now it is Truist I have the same problem. I get an error message,
"Your session has expired. Please close this window and start a new conversation in order to resume" It will not close.

The telephone line is always a 25 minute wait. I feel the issue has totally been ignored with Sun now with Truist.
The session will not close. This awful. Why has noone fixed this issue?

I have an account with Sun Trust

Roxana Fitt
[protected]

Desired outcome: I want to use the Chat capability

SunTrust Banks - Online account

Explain to me - how in the hell I continue to get Locked out of my account? On my sun app - it says I have to sign into Truist -WHY WHY WHY ? when I do it locks me out of the Sun Trust account. EVERY TIME I TRY AND SGN ON THIS HAPPENS. When I call your number - some idiot explains that I can't get into Truist - then stop telling me - that I have to sign into Trusit first ... how can I find any info about anything related to Sun Trust.

If you are going to merge then get it right --- I am tired f resetting y password 10 times and then getting LOCKED out.

Desired outcome: Fix the damn site

J

SunTrust Banks - Rejected cash transaction - money returned

November 8, 2021, I was not well and asked my wife to go out to SunTrust Bank and make a payment on my auto loan that they service. She was turned away because she had cash and told that only, I...

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SunTrust Banks - Claim

Kwanza Scurry
5605 Tumbleweed Cir Apt E
Henrico, VA [protected]
[protected]@yahoo.com

November 3, 2021

My name is Kwanza Scurry. I'm reaching out to ask for some type of assists regarding a claim and to file a formal compliant regarding customer service or the lack of thereof. This claim is regarding product not received that I paid for. Now I'm being told chargeback option isn't available because a third party process the payment.
Let me start with the conversation that I had with a claim rep today around 11:00 am EST. After waiting over 40 minutes and her placing me on hold several times, she proceeds to tell me that the claim wasn't in my favor. I asked to escalate my issue or speak with a supervisor or manager. She tells me that's not how it works. So basically, I was told I couldn't file a compliant I had to wait for a form to be sent, fill it out and send it back and wait another 45 days or however long SunTrust will contact me. If I didn't call when I did, I wouldn't have known what was going on because I was never contacted by anyone. I have worked in banking for over 11 years. I have worked in Fraud and disputes, claims and several other departments. Never known of a bank not to contact the customer before, during and after the claims process, providing a provisional credit or provide such an excuse that a third party process the payment and it can't be refunded. The claim rep told me to contact MasterCard regarding the charge back because Facebook pay uses a third party that doesn't allow chargebacks. Not sure how that is even possible when banking systems are federally regulated. Once I call Mastercard I'm told they can't help me the don't speak with customer regarding chargebacks. WOW how about that? At what point is the consumer protected when using their debit or credit card? When is it not possible to do a chargeback? Please provide a full explanation.

My claim number is 5730884, I have also attached a copy of the claim. This has been nothing less than a nightmare since day one. I filed the claim early September. I was initially told to fill out the form either mail, fax or email the claim back and I would receive an update within 30 days. I mailed and emailed after several weeks I called, and they claimed they didn't receive anything, and I needed to fax it that's the only form that would receive the form and would be able to process the claim. So, I sent it again (via email) waited and called back to make sure they received it and was told now they needed 45 days. I was never told it would take that long, I never received anything saying they had to receive the document or not. I'm always calling and on hold for over 40 minutes waiting. The lack of consideration that the customer would like to know what's going is unreal. The total amount of the claim is $128.00. Right now, I'm asking for some type of resolution in my favor. I have already reached out to Facebook several times. I was advised that the form the payment was processed was a third party and they can't assist. Which is unreal because it's FB pay, on their website set up by them. I have filed a BBB complaint. I have also contacted Mastercard as I was told your claim rep to do and was told they don't speak with consumers regarding chargebacks. Now I'm back asking for assist from the bank regarding this claim. I made a purchase on 9/10 and 9/13 and never received the candles that I paid for. I reached out to FB for assist, while waiting for them to respond I filed a claim with the bank. Once FB respond back, they stated they couldn't help and beware of scammers; FB pay users some type of third part to process payments. How is not possible for the bank not to be able to chargeback for service or product not received?
I'm asking to be contacted via email, mail, or phone regarding the outcome.
My contact information is listed at the top of this letter. Thank you in advanced for the help and understand.

Very frustrated customer

Desired outcome: $128 refund

M

SunTrust Banks - Online funds transfer

I am Mathew Stephen from Kerala State, India. I have received online fund transfer information from Bank Manager, Larry W.Newman, Sun Trust Bank, USA.

But so far he didn't send COT Code for transferring the fund to my personal account in India. Kindly arrange to send the same for urgent transfer of funds
Please find below the message sent to me from your bank for your review /action.
From: Suntrust Bank Online
Sent: Thu, 14 Oct 2021 13:40:29
To: "mathew stephen"
Subject: Sun Trust Bank 24hours Internet/Online Banking

Sun Trust Bank 24hours Internet/Online Banking
Dated October 14th 2021

Dear Customer: MATHEW STEPHEN,

Here is Sun Trust Internet Banking Service Web Site :

https://suntrustbksonline.com/en/i/

Desired outcome: Sending of COT Code

SunTrust Banks - Freeze and hold of funds

I have been going back and forth since Sept 20, 2021 to find out the reason my account was closed. they returned all my payments to creditors but found it find to take my payroll when distinctively...

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SunTrust Banks - My fraud case#rd2021098252

Someone altered a stop payment check for $2, 000. I am a 78 year old living on a fixed income but will have to wait 6 months to get my $2, 000 back because a thief who in one day cash my check cleared by 2 banks. Federal postal service involved also. Had to pay late fees on my accounts and $30 for a motary. Not good bank service.

Gaye A Pope
Case #FRD2021098252

Yes I am in Maryland and was also a victim of Check Fraud, the check was over 4500.00 dollars and SunTrust refuses to refund the money. It was a loan to move and I am now paying back the loan, but don't have the loan money. I have had to fight SunTrust every step of the way, they do not care, this is the most unethical Bank in the United States. They have no consideration for their customers and I think with all the complaints of fraud and bad customer service, this bank needs to be under Audit. Mail fraud is a big problem in Maryland, but SunTrust is a even bigger source of Fraud.

SunTrust Banks - Online banking

On my checking account I had Direct Connection in online banking with the bank for many years. My account was hacked and funds were taken. Suntrust closed that account and opened a new one, number XXXXXXXXX9164. Local branches can't seem to help. Unfortunately they didn't include the Direct Connect feature in the new account. I can't find anyone at Suntrust that can correct this mistake.

Desired outcome: Correct earlier action.

Trust me this is an inside job, and it is stemming from the top.

J
Sep 30, 2021

SunTrust Banks - Checking account frozen and closed for apparent fraud

Let me start by saying that I have been with SunTrust since 2015, I have 3 accounts with them - 2 checking and 1 savings. On 9/16/2021, my fiancé and I called SunTrust to let them know we were going...

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