SunTrust Banks
Reviews and Complaints

I deposited a check on Monday 10 17 2021 my check never posted to my account I called all day the next and everytime it was a 25 to 30 minute wait before I call the tech dept. I called customer service several times and asked for a supervisor and the rep. Refused that request

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.

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 out of town. I was trying to be proactive bc every time we go out of town our cards are frozen bc we did not let them know we were out of town. While I was on the phone, fiancé asked customer service rep if they could send him a replacement card as his chip was not working all the time (worn out). They said ok and we hung up the call. We stopped at a gas station 10 minutes later and went to use his card and it was declined. Called SunTrust and the person who we spoke with marked his card as lost or stolen. From that point on, we had nothing but problems. While out of town, the account was overdrawn accidently. I took a loan out to consolidate some bills and deposited that check on 9/23/2021. I was told it would have a hold placed on it and it would all clear by 10/4/2021. It cleared the next day. We paid some credit cards off on 9/24, did a bill payment for a credit card that would be paid on 9/27 and some other normal bills. We went grocery shopping at Walmart and spent our typical amount on Groceries for 2 weeks. That evening we bought 2 gaming systems from Walmart. We never received a call or text from the fraud department even though they have our numbers verified. On 9/25, we tried to buy some games online for the new gaming system and that was declined on his card so he tried to use my card and that was declined. We thought it was because we had spent our limit on Saturday and would be fine to use on Sunday. On Sunday we could not use our cards for anything either so I called SunTrust and was told they were investigating our account and there was a hold on it. I asked how we could remove the hold and the rep on the phone was not any help at all and said he did not know. I called the local bank on Monday and spoke with one of the tellers and he said bring cards in along with picture ID and they could verify who we say we were and could remove the hold. On 9/28, we went in to the local bank and sat down with one of the workers and gave her our information along with our cards and IDs. She looked at the account and said they were cancelling the relationship with us but she had no idea why. We went into detail with her about what had happened in the last 10 days and she called the Backoffice area that was investigating our account to find out what was going on and they would not tell her anything. They would not tell her how long the investigation was going to take or even what it was for. We left the bank and instantly had to go open up an account somewhere else. I have called the Fraud department everyday which by the way is in Manilla, Philippines. No one can give me any answers. When I logged into my account on 9/27/2021. I had about $400 in the account - now they have reversed everything that was done by drafts since 9/24 from what I can gather. Still no reason why or when I will get my money out of the closed account. I was told that ANYTHING that was processed after 9/27 would be rejected - apparently that did not mean my paycheck. They sure did accept that direct deposit. I have called everyday and spoke with a different supervisor in the Fraud department, they barely speak English and they will not give you any information. I get paid twice a month - now I have to wait until 15th to pay any bills or even buy groceries. SunTrust does not care. I just want the investigation closed, all my money refunded from all 3 accounts along with a statement of my last 30 days of the all the bank accounts. I also want to be reimbursed any fees that I am going to incur due to reversal of payments and I want an apology letter since this was done at no fault of mine. I get that the Walmart charges and online gaming could look suspect but that is why you have our phone number so you can call and ask.

On September 22, 2021, I waited in a drive-through for almost 20 minutes to make a withdrawal. I sent up a paper temporary license, another bank's debit card (as my SunTrust card was lost), my social security card, and an employee id. When I inquired about what was wrong, a teller came to the microphone and said "they were working on it". I counted 7 cars come and go through the lanes before someone came back to the mic and said that they needed a plastic id and that my paper id had expired. As it turned out, I was able to find my plastic id and sent that up to be served. When I went inside of the bank to talk to the Teller Supervisor, I was told by the teller that "if I (you) had sent up the right id in the first place" that I would not have been delayed. I stated that the unprofessionalism and the poor customer service should not be displayed to a long-time customer of over 10 years. The Teller Supervisor at this location stated to me after I suggested that I would discontinue my relationship with the SunTrust Bank if this happened again, "I don't care!" Is this a way your customers should be treated? Why did it take 20 minutes for someone to alert me that something was wrong or delaying my simple transaction of a $100 withdrawal?

I thought it was my duty as an active consumer to bring this to the attention of the Corporate Offices. The location I visited was 326 Mall Boulevard, Savannah, Georgia 31406, on September 22, 2021 at 10:35 at #57. CD 09/22/[protected]

Signed,

Jocelin Holman
[protected]
Account # [protected]

I called suntrust about a life insurance policy through them. The face me a number to Franklin Madison of [protected]. I called that number and it is not working. I called them back to be on hold for a supervisor for 1 hour and 19 minutes for them to hang up on me. I then called back and No one knows whose the insurance company that's been taking my money for 9 months. I have not canceled my insurance policy and nor have I received a cancellation notice. But no one knows a number of the 3rd party company who is talking my money.

To whom it may concern: my name is tamim mamah. I'm filing a complaint regarding a fund that was deposited in my account by error from F.E.M.A. My account has been closed for almost 4 months and the funds in my account never return to me when I called your bank specific told me they would send the fund back to F.E.M.A but never did. I just received letter from F.E.M.A asking me about the fund so called they're customer service line and spoke to one of the representative I told her I taught suntrust already send the fund. But suntrust never send it. So I called the bank and explained the matter and the individual I spoke to advise me to let F.E.M.A called and asked for the fund but F.E.M.A already told me they don't called a bank to ask for a fund from a individual account. I should deal with the bank and then send the money to them. I'm adding the letter from F.E.M.A that was send to me regarding the fund. Please I want the fund to be release to me so that I can return it to them. My email address [protected]@yahoo.com.

Suntrust at 701 Village Walk Drive Holly Springs, NC 27540: Crystal Kroger, "branch coordinator" who was teller was cold, impolite, gave me no greeting and had a air of looking down on me as I made large cash deposits all counted out in envelopes for convenience. I couldn't wait to be on my way and as I walked away she gave me that attitude sounding "have a nice day" that has a tone that says just the opposite. I was very disgusted at her lack of courtesy and poor customer service skills.

just got to back after an unsuccessful attempt to cash a ck thru suntrust drive thru on gray hwy macon. When i pulled up there was only one car with an elderly genmtleman in other drive thru.I was only one in mine. After 10 min teller came on and said i fogrot to sign ck, i told her then what denominations i needed for my 225 cash out. She said ok i sent back after 10 more min the elderly gentleman was still waiting... I calle twice on button, she came on and i said i a about to run out of gas here. She said "it was gonna be awhile there 4-5 people in front of me with one teller, " i said are u including inside? she said "yes"she said u can turn off ur car have ck sent back or come inside . I said no, i guess i will wait. I rolled down window and my ck came back thru not cashed i sent it back, what did she not understand? asked elderly man are they always this slow, he said they have gotten real bad lately. I called her and sai i will just go elsewhere so she quickly sent ck back again. I left. I work at hospital here and i already had pt waiting when i got back.U need to hire some more people. Now i have to go to another suntrust further away on way home if i get there in time. Cynthia wilkerson

When I went to make a payment, the website was having issues. It kept leaving the message that the site was down to come back later (something like that). So I kept trying to make one payment of 550.00. Then I receive a message stating two payments had been submitted of 550.00 (the website obviously was having issues). This caused me to overdraft with a slew of fees. I tried to correct this immediately after it happened by calling customer service and they said it would take up to 7 days to return the money. I then told them that I would get charged for over drafting the next day and they essentially said there was nothing they could do to speed up the process. I just don't feel like I should be punished because their website was messed up. This happened September 16th.

On August 10, 2021 I attempted to purchase gas for my car and my debit card was declined. my wife called our bank and they did not know what happened to our checking account. After several days and many phone calls we were told our account was closed for fraud and would receive a letter in 7 to 10 days. It has been 3 weeks and still have not received written notification. on Sep. 3, 2021 our social security checks were electronically deposited into our "closed" checking account which we do not have access to leaving my family in a world of hurt. On Sept. 7, 2021 I went to my Inman, sc bank and ask to withdraw our funds and was told our checking account would be closed on Sept. 9, 2021 and a check would be mailed. We have zero money now. Please give me access to my social security check.

I have been banking with SunTrust for over 25 years and have been very satisfied with my experience. But now SunTrust has become Truist, a HORRIBLE AND INEFFICIENT BANK WITH TERRIBLE customer service. The mobile app does not work, I can no longer pay my bills online, and I have to wait forever to speak to someone on the phone, . After 25 years, I may soon feel compelled to change banks. Anything is better than Truist. I will look for a Facebook page where I can complain about Truist.

Submitted through secure messaging online stop payment. Suntrust employer generated wrong check number for an electronic check generated by Suntrust for a utility company. Agent was the only one who had knowledge of electronic check number ( as this information was not available to me )
Provided all documentation of electronic check, stop payment notice as well as entire secure messaging interaction. Numerous SunTrust representatives both in person at branch, online through securing messaging and phone all recognize the error made on part of Suntrust. Multiple incidences of misinformation given to me, the customer. Three days later still NO resolution despite the recognition of error made on SunTrust's part.
SunTrust not being held accountable for its mistake placing the burden on the long time customer to try to receive money back .

I signed up on-line for a new checking account on August 16th. Part of the process involved talking with a Customer Care rep at 1-800-SUNTRUST. They got my account set up, processed my request for debit cards and placed an order with Deluxe for my first 100 checks. Everything went fine with the debit cards, but there was a major foul-up with the checks. When I signed up, I was told I would get three "starter checks" and one deposit slip right away to tide me over. I was also told (and this is stated on their web site regarding setting up a new Essential checking account) that I would get a 50% discount on my first order of 100 checks. The three starter checks arrived around Aug. 25th. I call the Customer Care several times after that and was told the order for my 100 checks had been placed and I would get them by Sept.1st. Today is Sept 1st and when they did not arrive, I called Customer Care again. Again I was told they were in route and that three boxes (300) checks had been ordered. I said this was a mistake and asked them for a phone number to call Deluxe directly. When I called Deluxe, they told me the only order that was placed (and had shipped) was for three starter checks. They had no other order in their system. I called SunTrust customer care (which seems to be a call center located somewhere in Asia) again and the first person I spoke with said the order had been placed. I asked them to double check and after a 30 wait, was told that in fact, no order had been placed. (Note: While I was on hold with Sun Trust, I went on line and ordered 100 checks from Carousel Checks for a total cost of $18) They were must apologetic and offered to place the order with Deluxe at a total cost of $34! At this point, I asked to speak to a supervisor. After waiting on hold for another 30 minutes, I spoke with the supervisor and she apologies profusely ad offered to place the order at the originally promised 50%. I told her that this oversight could have been corrected on one of my two previous calls to Customer Care if the front-line reps had comprehended that only the order for the three starter checks had been placed. Moral to this story, don't trust Sun Trust's (soon to be Truist) telephone Customer Care group. Unfortunately, branch banks are so woefully understaffed, you really can't set up a new account in person.

My name is Heather Acuna and I have been a SunTrust customer for close to 15 years. I have never had issues with You in the past. I currently have two checking accounts with you-the one I am emailing you about today is the one ending in 6097.
I will make this as short as possible and as clear cut as I can. In the beginning of this year (February) my account was fraudulently being charged from Capital One. It seems after much research on my end, when I would make a REAL payment to Capital One within a few days (sometimes the same day) another charge would hit in a very high amount. That charge was not made nor authorized by me-therefore it was fraudulent. Not to mention, the amounts that were being changed from my checking account were in no way going to ANY of my capital one accounts.
Here is where the issue comes into play. I will break it down very simple and you can see in my checking account exactly what I'm going to break down. The 1st fraudulent charge was done on 2-01-21 in the amount of $102.98 I called the fraud department explained that was not my charge, they got what they needed from me and I was refunded the full amount on 02-19-21.
The 2nd time I was fraudulently charged was on 02-22-21 in the amount of $350.00. I immediately went into my local branch this time because not only did I need to once again dispute this charge-I also wanted to know WHY this happened again with Capital One. Unfortunately I didn't get anywhere with the "in person" branch-all he did was call the fraud department for me and do everything I had done for the 1st bad charge. nevertheless once again the fraud department did their thing and I was refunded the full amount on 03-03-21.
The 3rd time I was fraudulently charged was on 03-08-21. In the amount of $350.00 (again) This one is the IMPORTANT one-because this is the charge that the fraud department DECLINED my refund request. I followed all the guidelines that everyone on my numerous phone calls had me do. I called Capital One and spoke to many people. The money that had been taken out of my checking account had not been put towards ANY of my accounts. I changed my password at least 5 different times to my on-line SunTrust account. When I called to question the decline in my refund request, I was told I could dispute it. I did and I was STILL denied my $350 that was fraudulently taken out. My MAIN complaint besides the obvious fact that I'd like my $350 refund….. is simply the LACK of information that SunTrust's fraud department gives and then the lies given to me. When I asked WHY they denied it their answer was "the findings showed it was not fraud" however that is WRONG because I did not authorize that payment to be taken out AND that money was never posted to any of my Capital one accounts. So I asked them what DETAILS did their investigation show and I got nothing except that they would mail me a report. And guess what? I never got that report! Called again and got the same run around-and once again, never received the investigation report.
I'm so angry right now that I wanted to contact someone higher up to try and get this resolved! I deserve my refund in the amount of $350 that was fraudulently taken out by Capital One on 03-08-21.
It should be noted that when looking at my account you will see that one more time Capital One hit my account fraudulently in the amount of $450.00 on 03-19-21 (after the fraudulently charge in question) and your fraud department did not even question that refund and I got it back right away on 03-24-21. Since all this stuff has happened I have changed my method of payment to Capital One-because I can't afford for this to continue to happen month after month. Please help me resolve this matter in a timely fashion. And Refund my $350.00

Thank you very much

Heather Acuna
4035 SW 8th pl #203
Cape Coral Fl 33914

[protected]@yahoo.com

[protected]
Checking account ending in 6097

I was called today by a Manager from Suntrust Glenmont, she wanted to sarcastically apologize for an incident on 8/13/2021. A lady at that Branch was rude and nasty while I talked on my phone to my rental office, I pulled down my mask and she talked to me as if I was not aware of covid, very rude and unnecessary behavior, I don't want to bank at Suntrust because of her. If this behavior is protected by the Manager then when does it stop. Be aware of the people you hire.

I was trying to sign up for mobile banking for the business accounts I have at suntrust and I went in to the branch located at 5418 Wisconsin Avenue, Chevy Chase MD. I spoke with Loubna Hatoum, who I have talked with before and I have not previously found her terribly helpful. I told her that I have a personal account but that I was there with a problem with my business accounts. She first told me that I needed to get an email from Suntrust to set up mobile banking for my business accounts (which I now know is not true), although i told her that I already have online banking set up for those accounts. She then said, we needed to talk with a Suntrust rep and she called and we waited over 5 minutes to get through to someone. She tried to explain the issue to the rep but she really did not understand it and she got kept talking about a problem with my log on, although I have no problems. I finally got frustrated and told the rep that I would go back to my office and call back later. I was frustrated with Ms. Hatoum and I did raise my voice but I did not yell at her, say anything personal or use bad language. As I was leaving, I wanted to talk to the bank Manager, Godwin Ogoh and I was standing waiting for him to get off a call. Ms. Hatoum came out of her office and started yelling at me that I had touched her face. I was infuriated by such a blatant lie- I was sitting in her office and there is a plastic shield on her desk and there is no way I could have touched her face. I said she was lying and she again came out and threated to call her lawyer. I was still waiting for Mr. Ogoh and at one point, I stood in in the doorway of her office and took a picture that shows that she has a big plastic shield at the edge of her desk.
Finally Mr. Ogoh got off the phone. I sat down in his office wtih him and explained what happened. He did not say anything about his employee's behavior and in fact criticized me for taking a photo. He said he would help me with mobile banking and I said I would contact him if I had problems. I did have problems and i did email him yesterday but have not heard a word from him.

I have been a suntrust customer for probably 25 years. Not that I think you care but I am seriously considering moving my accounts except that it is bit of a nuisance since I am an attorney account and have a trust account that I would have to register. In any event, some sort of apology is expected.

I wanted to pay two bills yesterday from my Suntrust/Tuist bank account. For years I signed in to online banking. Yesterday I was told they could not find my account. I had to provide my Social Security number, my bank account number, my Debit card number, my mother's maiden name and a long list of other things which I faithfully did. After several tries of getting into my account I was told that I had tried too many times to get into my account and it was now blocked. The gall of these people, first they did not find my account, or lied about it and after several tries on my side they blocked it. How is a person supposed to pay bills around the 1st of the month?

To who this may concern:

I opened my account with Suntrust back in 10/2020 for my business The Pretty Parlor, LLC. Well about 2 months ago I got a P.O Box at my local post office because my business address doesn't have a physical mailbox. I actually forgot to contact Suntrust to make them aware of my Post Box. Well anyway, on 08/13/2021, a customer service rep assisted me with making an online deposit. The check amount was for $8, 280. By the following Tuesday, I found out my account was frozen and in the process of being closed. I called day after day trying to figure out what's going on. As always the reps gives you the run around. Well I think it was Thursday 08/26/2021, I spoke with an exceptional representative by the name of Latisha Williams. She informed me that was account was closing because the address on the check wasn't on my account. Okay! So where is the communication, why didn't the Loss Prevention department or someone contact me to inquire instead of closing my account down. And to top it off they had a note on the deposit that state, " confidential source states check will not be paid". Well on 08/24/2021 it was paid! Well anyways, the rep placed me on hold an contacted the Loss Prevention department. The rep she spoke with told her that I need to take the following items into the branch to prove this address belongs to me and some document saying the check was for my business(absurd), id, post office documentation and social security card. So I traveled over 1 hour to get to the nearest Suntrust with a Covid 19 sicken child in my backseat! Yes my daughter has Covid! I provide the documents to the branch, she called the lost prevention department and sent the info to the lady. The rep told her that the account is still closing but they will send me a check within 10-15 business days.

Well I called Suntrust to verify they received my documents. Now they saying they can't accept one of them. Talking about I need the check stub that has company name and check number. Really? The check was cleared. I verified my address with the documentation form the post office.

This is ridiculous! I provided all of the documents I was originally told to now they is telling me it's not enough!

The check was paid, the name of the check is my business name The Pretty Parlor, LLC, with my address P.O Box 118 Chadbourn NC 28431. I verified my address. Why won't y'all release my funds? This is stealing?

I'm a single mother! This is my income from my rental properties, I have $26 to my name How am I supposed to live if y'all thieves won't give me my money? I use to work with BB&T and this is definitely not how they do business. They acquired y'all bank and I'm sure they will do away with y'all thieving practices.

My daughter and I will be homeless next month. The sad part is they closed my account with verifying if this was my address. I'm over it! Something has to be done about this. You can't get any help at Suntrust at all! No one seems to know anything at all!

I don't want the account, keep it closed send me my money. And o by the way, when I originally checked my account balance it was $8, 300. Well when I just checked today it's -$9million. Are you kidding? Lord please help all of these customers that Suntrust has done this to. How are we supposed to live, when y'all will not give us our money! God please be with everyone that is in desperate need of the money that Suntrust has stolen from us. I pray that God works this out for all of us!

Hi, to whom that cares,

My husband and I went to the drive thru at the Courtyard Way Columbus GA location on 8/26/21, we were at the drive thru window at 4:50pm.

The manager named Ryan took the deposits in the blue Suntrust bag, took a look inside and gave it a teller named Gabby, who by the way seemed so lost fro the beginning, come to find out, someone either her or the manager managed to lose one of the two post it notes with account number and the deposit amount. My husband had tried to explained there's another paper, and she said "No, there's only one here." and while my husband is trying to think of the amount was a little over 6K, she said only 5K was in the bag… She went back and forth from the window to the counter, she recounted I think because she came back and said it's only 5K again… The manager finally came to the window after he went left and right and left and right by the counter not sure for what or maybe for this, but instead of trying to figure a way to resolve it professionally, he told my husband to come early the next time for large deposits like this…it was only 6K + and your bank has several money counters, I would've finished counting them in 5 minutes by hands. I was really shocked by his manner/behavior for the way he handled the situation, knowing this isn't going anywhere, I had ask to go inside to get this straighten up. I think he heard me when I said he must be joking and how ridiculous he was to my husband. I'm sure he's dumbfound as why I was upset as he never came to us or say anything else.

After we were finally inside, another teller named Tee who was helping us was very apologetic and also very helpful took her time to listen and recounted, added the amount and came up with $100 short, not $1000 short like Gabby said… My husband was sure about the deposit amounts on the two notes he wrote, but after the bag has been in 3 people's hands, I have no clue what to say anymore… anyway a video review from the corporate would be great. Later, Tee found the missing post it note when I told her there's another one and asked her to look around, literally seconds later she found it… I was speechless at how Gabby wasn't able to find it when I told her the same thing I had told Tee!? And one of the three deposits was checks to be deposited to a personal account which were deposited into the wrong - business account when the personal account numbers were written on the back of both of the checks. I caught it on the deposit slip, so Tee took care of it as well. We ended up leaving at 5:23, over 30 minutes for 3 deposits, this is record breaking for wait time when there is no one else in front of us, and the fact the manager is the manager…

This was the most unpleasant experience, Ryan needs a lot management and customer service training while Gabby needs to know how to count and not lose anything customers gave as they're the most basic but very important. While this is crucial I hope to your company to know, I would like to say Tee was exceptionally courteous, and whoever came out of his office to try to unlock the door for us when we were leaving was very pleasant with a big smile on his face.