NEW CASTLE, WASHINGTON -- SunTrust Bank has the worst customer service. They are very unknowledgeable and don't know what they are doing. My account was closed but I still get mail about account information to my old address where my letters are probably being opened and information is not confidential. I called and asked multiple times to delete my old address but they said that they cannot do it. Major Privacy concern with SunTrust Bank.
FLORIDA -- I have three accounts and a mortgage with Suntrust. The amount of money they have in my accounts is well into the 5 figures AND they earn interest on my mortgage. The bank makes it extremely difficult to pay your mortgage off early and even though I have so much money in their bank they continually charge me a monthly analysis fee. If they do this to a million customers around the country they are making a killing. The customer service providers are not helpful. I can't wait to switch banks.
GREER, SOUTH CAROLINA -- My husband agreed to a 3 day trial with a company he came across on the internet. He start the trial on Friday and by Sunday morning he had gone in and canceled the membership. The first amount for the trial period was only $4.47 and we had more than that in the bank. He made this transaction via phone because he had put his # in wrong and they asked him to call them.
The next thing we knew they had posted 2 more charges to his account via internet. Needless to say it put us in overdraft. When I contacted the bank and talked to the Asst. Bank Manager, he said that you should not give your bank card info over the internet. Ha. Yeah a joke since most people now days do almost all shopping via internet. He then said we needed to cancel the card. Which he did. My husband contacted the fraud department and was told that he should not have canceled the card but looked into the charges himself.
But even though the card was canceled, I was doing war with this company who had a person answer the phone when my husband called, had an answering machine answer the 15 times I called and did not call me back. I then went to the internet and bombed them with emails. Guess what, they refunded the money to an account that they only had the bank card number to that was canceled. Secure banking huh. When I called the bank and asked how they could possibly refund money to a card that no longer had access to I was told that they did not know.
I also have our rent set on bill pay. Guess what, it was not paid this month. I called and was told that it was not set up for a monthly payment. The woman proceeded to start telling how to go into my account and do this, I cut her short and told her to look at the account a little better since I had used bill pay before. I told her I did not have to have a lesson to be able to do this and that I know that I set it up for monthly payment. Of course in their eyes, they are right and the customer is STUPID. I asked for the number for the complaints department and she said they did not have one, but she would be glad to take my complaint and have them call me back.
What, double talking? She takes my complaint, sends it to the COMPLAINT department and they call me back. Go figure. Needless to say we had a huge overdraft which we were told we would be credited for. Maybe by the year 2030. And that our rent was not paid and we have to pay $25.00 late fee plus $5.00 a day after the 10th of the month. So I am on the phone with Wachovia right now and switching banks.
SunTrust has to be the worst bank ever! I made the mistake of switching to SunTrust after Bank Of America started feeing their customers to death. As it turns out, SunTrust is even more unscrupulous than BOA between all their fees, unethical banking practices and absolutely horrible customer service, or should I say lack thereof. They messed my account up numerous times, due to employee errors, and every time had to fight with them to get things fixed.
This last time around they messed it up so bad that all my money was gone and eaten up in numerous overdraft fees for a transaction I did not even make! Two branch employees actually had the nerve to yell at me and treat me like a three year old after hassling with them over this situation for three weeks! They even had the nerve to say "the bank does not make mistakes". Yeah, right. Those same two employees were overheard by my friend that was with me discussing a situation where a deposit had been posted wrong and one of them asked the other if he should call the customer to let them know.
The other employee told him "No, just go ahead and process it". Is that the kind of bank you would trust with YOUR money? I have since filed a formal complaint against the branch and hope both of those employees get fired. It has taken a total of three weeks, numerous calls and representatives from the 800 customer service number to straighten things out so I could close the account. By that point, I had already made up my mind that SunTrust was not a bank to be trusted. Hmmmm, maybe they should change their name to SunMistrust. Definitely would be much more befitting.
After that nightmare, I chose to take my business elsewhere. The representative at the new bank I went to told me he heard stories like that almost daily from customers who left SunTrust due to unethical practices and beyond bad customer service. My suggestion is if you have an account there, leave immediately! If you are considering them for your bank, don't do it!
My mortgage had gone into foreclosure and I paid the lawyers fees and the money to bring the mortgage current, which totaled over $8,000. During this whole process SunTrust had been sending the payments I was still making back to me in checks. One of these checks got lost somewhere in the mail so I called SUNTRUST COLLECTIONS DEPT. to have this check investigated and sent back to me. After the normal Lingo of confirming my identity I was told "OK sir, I show your account is past due $951.00. When will you be paying this sir?"
My answer - "Um I'm not sure if you realize but I'm no longer in foreclosure and I realize I owe this month's payment (it's the 5th day of the month). The reason I'm calling is to have a check investigated and sent back to me." His answer - "Sir we will get to that in a moment. When do you plan on paying the $951.00?" My answer - "Why are you asking about my monthly payment? I'm not in foreclosure. I just need to ask you questions about this check..." His answer - "I'm asking YOU a question. When are you going to pay the $951.00?" My Answer - "Uhhh what are we talking about again?" His answer - "What are we talking about sir?"
Finally after the testosterone battle he listens to what I have to say and he gets the request put in (Or so I hope). Let me also note I have been going in circles for months about this missing check and I finally got to the point I had to call my bank and have them look up the check numbers and dates so I could tell SunTrust which of THEIR checks have been cashed. Why is it that NO ONE at SunTrust seems to know what's going on? They are not able to see which of THEIR checks have been cashed unless I give them a specific date of a check to "research" which takes days if not weeks.
The last complaint I have is with the collections department jumping down my neck about my normal monthly payment. The collections department is so ready to argue with people that they are completely blind to the whole reason I'm calling. This was not the only time I have been treated like this when dealing with the collections department. Everyone in that department seems ready to battle it out with the customer before ever even asking why they are calling.
MEMPHIS, TENNESSEE -- I was convinced by a SunTrust employee to move my personal and business accounts to SunTrust. 2 months after I moved them I got a letter from them saying my 'free account' would now be 10.00 per month. I then contacted the branch manager and she assured me she would waive the fees. 6 months later I got my statements and the fee appeared again. I contact the branch and the new manager said they would not honor the letter and the employee who wrote it didn't have the authority to do so. This employee was a MANAGER. He started arguing with me and them told me to find another bank.
I asked to speak to the area manager and was given her phone number. She told me she didn't have time to talk to me and would call me back. 3 days later she calls and then said they wouldn't honor the agreement the previous manager had given me even though it was written on SunTrust letterhead and signed. We are a small non profit and simply cannot afford to lose that money each month for fees.
The next day I was reviewing my personal account and noticed where there was a statement print fee. I hadn't requested this and called to find out who did this. Apparently it was a former employee of mine who did this for no apparent reason except for being nosy or maybe to commit identity theft. Who knows. I asked for them to file a report with their security department. They refused to do so. I then sent emails to every executive officer in Virginia. The executive secretary emailed me and said she would check into this. Almost two weeks later, everyone refuses to respond to my questions or concerns.
I am at my wits' ends and feel like I am against a brick wall. People from the executive staff all the way down do not care about their customers and I haven't gotten nothing from them. I have filed complaints with the BBB and the bank regulatory commissions but have yet to get anything from SunTrust.
I had received a series of mail messages from SunTrust with regards to the flood policy for my Condo Unit. Upon receipt of the very first message, I contacted the Insurance carrier for the association BB&T to send the appropriate information. I called Sun Trust, and an agent called my Insurance company with me on hold. The agents spoke, and the SunTrust representative told me that she would personally follow up with the insurance agent to be sure that the information was acquired.
A month of so later, I received another letter that there was insufficient information with regards to this policy. I then called the insurance agent and the insurance agent called and spoke with a representative at SunTrust, and they reached an understanding of what documents were to be sent. I then received another letter that said due to my non-responsiveness - SunTrust went ahead and purchased a flood insurance policy on my behalf. They took the money out of my escrow account - delaying payment of my taxes, and then proceeded to bill me for the shortage in my monthly mortgage statement (that apparently they can adjust without my consent).
What is so appalling about this entire situation is that SunTrust had on record that I had a flood insurance policy and that they had misread the policy thinking that the building number was not on there when it was. They should have seen the numerous call ins that I placed to both the customer service and the insurance department and postponed purchasing the flood insurance. I think they were getting a kickback somewhere along the lines with the writing of those policies.
When I finally got the two parties together and the correct information was acknowledged - it took 15 days to cancel the policy. It took a considerable amount of effort on my behalf to get this straightened out. I have been waiting for the escrow department to analyze my account to issue me my refund... They take their dear sweet time because they have my money earning INTEREST! To boot, almost every representative I spoke with was RUDE and indifferent to my situation.
I had several personnel in the insurance department make rude remarks and behave very inappropriately. This has disgusted me, and it is not the first time it happens. SunTrust Mortgage's Insurance dept is inept, and they send these flood insurance letters each and every year. PATHETIC excuse for a company.
My mortgage was sold to them immediately after we bought 4 1/2 years ago and I have not had a single decent experience with them since. Everything from a simple bill payment to trying to refinance has cost me countless hours on the phone (mostly on hold), money, and frustration.
Initially we had 2 mortgages through them and just trying to make monthly payments was a nightmare. Almost every month they applied payments to the wrong account resulting in either under or over payments which they would mail back to me. I would have to wait for the check to clear, redeposit it and resubmit payment. They would then charge late fees and sometimes I would have to make double payments just to avoid credit issues. This took countless hours on the phone every month to straighten out for almost a year until they finally sold the 2nd mortgage.
I am also eligible to receive an APR reduction under the Soldiers and Sailors Act because I am currently on active duty orders for deployment. It took over 6 months and countless phone calls for them to finally adjust my rate and payments. After which instead of reimbursing the overpayments I made each month just so I wouldn't default, they applied it to the loan without my consent.
Currently I am trying to refinance under the HARP program, which SunTrust advertises widely, but have been given more than the runaround. The “system” conveniently transfers me to the wrong department or disconnects my call. I have not received a single return phone call after leaving numerous messages for loan officers. One actually told me that I couldn't apply for HARP until I contacted the second mortgage lender and received a verbal subordination agreement, which is the responsibility of the first mortgage lender to request in writing only with my consent.
I spoke to a “supervisor” who stated that it was not SunTrust's responsibility to disclose information regarding government loan programs and that it was up to the media to distribute the information and the consumer to ask about it. He stated that my lender should discuss these programs with me, at which point I re-stated that SunTrust is my lender. The latest and most rude experience so far.
I was placed on hold several times mid-sentence, told that I needed to be denied modification before I could apply for HARP (which is completely untrue), and was abruptly transferred to an unknown department where I stayed on hold for almost 20 minutes before hanging up.
Consistently, I have been misdirected on every call, been given misinformation by customer service representatives and loan officers who clearly do not have knowledge of the products they sell, dealt with rude employees and after weeks of calling every still have not even been able to apply for the refinance, never mind get approved!! If you have an option don't do business with SunTrust!!!!! I've been trying to get away from them for 4 years!
I started banking with First American Bank, which was bought out by Crestar and then purchased by SunTrust. Consequently, I have had over a twenty year relationship with this bank, and until March 2010, a very uneventful one. We use SunTrust online banking on a regular basis. In March 2010, I discovered that $3000 had been stolen from my SunTrust Checking Account. I notified the Fraud Department of SunTrust, filed a police report, filed an affidavit with the bank, and closed all the compromised accounts, including my SunTrust Check card ending in No. 8179.
SunTrust processed my case in an excellent manner, and within a few days the $3000 had been refunded to my account. I opened all new bank accounts, and received a new SunTrust Check Card a few weeks later. It appeared that my computer had been hacked, or I had acquired a virus that I could not remove. So, to prevent further incidents, I purchased a new computer, with a special spyware program, as well as Norton 360 antivirus.
I ran the spyware program before going online to do my banking, and ran the Norton 360 when I closed all internet connections. I tried to do anything that I could to prevent another cyber crime from happening.
Everything was fine until I received a voice message from the SunTrust fraud department on July 24, 2010, asking me about a Pizza Hut UK LTD purchase in the amount of $61.13. I, of course did not authorize a Pizza Hut purchase in Great Britain. So, once again I began the fraud case paperwork, police report, etc... However, since we had made a personal contact with our local SunTrust branch from the first fraud case, I contacted the representative who had worked with us in March. She was very helpful with emailing me the necessary documents for the new fraud case.
The problems began when I discovered that the Pizza Hut UK LTD $61.13 purchase had been made with the compromised SunTrust Check Card ending in No. **. I had destroyed the compromised SunTrust Check in March 2010, and had requested that the account be closed along with our other compromised accounts. I also wondered how this closed Check Card, ending in No. **, could be linked to my new checking account since the one that it had been linked to in March had been closed.
Any purchases made with the SunTrust Check Card No. **, should have been declined. That is when I began to realize that for the past four months, due to the mishandling of my March, 2010 fraud case, I was open to being easy prey for the cyber criminals out there. I have closed all my personal bank accounts with SunTrust, as I do not feel that SunTrust can keep my money safe. I now Distrust SunTrust.
This is my advice to anyone who would like to open their first account, whether it be checking or a savings account. SunTrust steals and lies. I have been with this bank for a while and you would think I would have learned my lesson by now. I have so many bad experiences with this bank, that it is ridiculous. However, after I complained so much, they made apologies and tried to resolve and or fix the issues, which had kept me with them a little while longer.
This Bank has bad business practices and makes their money off the little guy by stealing money from them with overdraft fees. They have their systems set and or rigged to trick account holders to collect outrageous fees with them.. I have had experiences where I have had fake drafts on my account made so my account would go into overdraft.. This made me so furious because they knew what they were doing and tried to play off my intelligence like someone must have taken my card or compromised my information.. That was total BS.
I monitored my accounts carefully and I take account of everything I purchase with my check card.. After so many complaints they reversed the overdraft fees, but this happened on so many occasions. This bank sucks horribly. I would not advise anyone as I mentioned before to bank with these guys.. They have lawsuits filed against them and so many complaints about the same thing.. They have collectively stolen so much money from people. I know for a fact for sure that they make the majority of revenue from overdraft fees because I used to work for that sorry institution, and that was the (first) thing they told us in orientation is that how they make their money.
Needless to say my relationship with this bank has finally ended. THEY WILL NOT STEAL ANYMORE MONEY FROM ME. I want everyone to know about how horrible they are so they will not take advantage of more people. From this point forward I will be ever so vigilant with protesting about how horrible they are and how they lie and steal from people...