SunTrust Banks
Reviews and Complaints

I have been going back and forth with the Loan Dept customer service. I got HELOC (Acct# [protected]) so they will pay 2 of my high-interest loans total of over $64K and it's been 17 days (Aug 11, 2021) since I signed the docs and 11 days (Aug 16, 2021) since SunTrust sent the checks for the creditors and the fund NEVER been received by both of the creditors. The customer service said to wait 10 days and give them a back a call. and at the end of 10 days (8/28/2021), I called early in the morning and the loan customer service person said they will investigate and get back to me on the same day (I felt it was a way for them to get off the phone).

Now I am paying interest on my old loans and the new ones. In my opinion, this is just poor planning on SunTrust's behalf as the world is in the technology age using electronic transfer and funding while SunTrust still mailing checks. I demand a refund on the interest amount that occurs to the other creditors.

I received a check from a company, deposited it, and it was returned marked account frozen or closed. Suntrust is holding all of my funds while they conduct their investigation of the company who issued the check. I am 74 years old, have no money except what the bank is holding including my retirement, can't pay my rent, get my prescriptions, or other bills. Please help me.

Charged 3 dollars for paperwork and lied about it had to get 3rd party to give me information, for 2 day's they would not give information regarding account had to go to branch according to records the bank is over charging to cause shortage, just have to see the paperwork to believe

Reported fraud on my card. Told CS rep to send me a new card to my NEW address. Had him verify the address and send. He sent it to my old address. Called 2nd time. Told agent to remove old address from my account and send a new card to my new address. They YET again sent it to my old address. Crazy. So I called a 3rd time and told the lady that I have to have it expedited because I was leaving town for a week and had no money. She expedited it. So I went to a SunTrust branch to withdraw cash for my vacation and casually mentioned the mix-up to the rep there while he was helping me. He told me that the THIRD card has now been sent to the WRONG ADDRESS, which was STILL linked to my account! They promptly fixed it and were very helpful. I had my cash and went on vacation. When I got back, my card had arrived to the correct address. The in person reps were very nice and helpful.

The icing on the cake though; since I have had my new card, I have tried it at a few locations and it's been declined. Was not sure why, so I called customer service again... when asked to enter my pin it said it was incorrect. Hmm, weird. Every single phone call I've had with these, there's no better word for it, idiots, in the past 2 weeks has ended in, "your new card number will be different but YOUR PIN WILL REMAIN THE SAME". But when I call to ask about the pin situation, I am informed that there was a new temporary pin in my card package. The card package is of course now in the garbage truck. When I tell the rep this, she offered me the fantastic solution of sending me a new temporary pin in the mail, which would take (lol) another 5 DAYS! I am going to a local branch to get this sorted out tomorrow, but this has been absolutely the worst experience I have had with sun trust or any establishment really. The customer service over the phone is always a hassle, but the reps I have received this time have been extremely incompetent. And of course there will be nothing done about it by Suntrust. I'll just get my pin fixed and be sent on my way. But when I leave this time, I will definitely be looking for other banks. Maybe one who offers temporary cards or competent customer service representatives.

I encourage whoever reads this to listen to my calls with customer service and figure out what on earth happened here because it is absolutely ridiculous that I still cannot use my debit card weeks later.

My name is Dan F Solomon, and I paid off a 2020 Ford Mustang very quickly, and Suntrust Bank closed my online account without sending me a "Paid-in-Full" letter or removing the lien from my electronic title in Florida. When I called to inquire, they claim to have done both, but it has not happened. I'm at my wits end. I feel like I've been scammed.

8/13/2021
I walk in to Glenmont Suntrust and immediately I`m greeted with a look of terror, from one woman on the phone, I felt uncomfortable. She was sitting at the middle desk. I tell her I want to open a checking account, before I know it she acts like were haggling for something. then she asks me to sign something. I had to get on the phone with my rental office, I pulled down my mask while I was on the phone and she became very unprofessional. She raised her voice as if all of a sudden she was not terrified anymore. I do not have time for such elementary and unprofessional behavior, I would like to remove my money from this bank ASAP!

8/16/2021
I spoke to the Manager there and she said she did not want to argue with me. Now I`m back at square one.

In April, 2021, Suntrust/Truist offered me a HELOC with a fixed rate of 3.99% as well as several variable rate options. During numerous calls with different people between April and June, I asked how both fixed and variable rates and terms were determined, but no one could/would answer. When I went to the branch on a Tuesday to sign, they had prepared the document using the amount from my mortgage pay off letter, and I was then informed for the first time (regardless of my repeated inquiries) that the 3.99% rate only applied to the first draw. That being the case, I said I wanted to increase the amount and SPECIFICALLY ASKED if I should hold off signing until the amount was changed. The woman said to go ahead and sign because any changes could be made over the next three days -- so I signed. Then, after going through it more thoroughly at home, I saw that the only stated fixed rate was 5.99% and there was no reference to the 3.99%. I reached out to the branch rep but all calls and emails were ignored. I then got a call from another rep who said that the deal was final and the amount couldn't be changed. I said that wasn't acceptable, as I was specifically told otherwise, and also that it needed to be amended to reflect the 3.99%. She said she'd look into it and call back first thing Friday morning. She never called, and I left her several messages throughout the day. When I still hadn't heard anything by afternoon, I had no choice but to go back to the branch and cancel. I was again verbally assured by both the representative and her supervisor that the rate was indeed 3.99% and was even shown it set up as such on her computer. I asked for a printout of the screen shot but was told they couldn't do that. They wouldn't explain or even try to justify why the agreed upon terms could not be included in the contract or in any written manner whatsoever. I was not comfortable with that so I rescinded the deal. However, apparently it had already gone into the system, and when I received the first statement, the rate was 5.99%, not 3.99% -- which was exactly what I had feared. This was a calculated, intentional bait & switch, and I was repeatedly lied to in order to get me to sign. As a forty year Suntrust customer, I've always held them in high regard. However, apparently Truist has a different set of standards and practices that include bait & switch tactics, refusal to include accurate terms in official documents, dishonesty, unresponsiveness and a complete lack of professionalism, respect or regard for customer retention. Most of the people I dealt with throughout this fiasco seemed aware of the lack of transparency and a bit uncomfortable selling such blatant misrepresentation, so I can't write off this experience as an unfortunate misunderstanding or error on the part of a misinformed employee. This is clearly Truist's standard policy and systematic way of doing business. It's unnecessary, unethical and completely inexcusable. Not very sturdy planks on which to launch a new brand for long term success.

Recently, I opened a checking account with SunTrust Bank here in Memphis. Specifically, the branch on Austin Peay Hwy. After opening the account, I made two separate with drawls. This left a balance of $500.00 in the account. The original deposit was $700.00. I was told by the original bank representative who opened the account, that an ATM with drawl was made for $500.00. The only problem was I never received an ATM card. She put a fraud report in, but later I received a letter stating that it was not fraud case. I was also told today by another bank representative that it was because whoever activated the card had to have a social security number. I have no idea who could have done this. I was also told by the representative who opened the account that my card and other information went to an old address that was in the system. However, my identification that I gave when I opened the account was my current address on it. I gave this when I opened my new account. Please help me to solve this issue and replace the money back in my account. I value your business and was told this was a great place to place trust.

I have submitted a complaint before about this subject and was contacted by one of your superiors and the problem was resolved, but today I received a call from a woman by the name of Jean Lewis and she was telling me that she was trying to collect on a debt. My mortgage is due on the first of every month and becomes past due on the 17th. I have been paying the way I have for almost 2 years and including the late fee for the month. It never goes over the month, so in my opinion this should note be a problem. I work for the city of Milton Florida and we have many issues with collecting bills and no one is harassed like I am for my payment being past due by less that 2 weeks past the 17th of the month. I want these harassing calls to stop. I haven't had any covid issues and unless you are going to pay my mortgage and unless you are going to take my property for the way I am paying please stop harassing me. Thanks David Harwick

Disgustingly discriminatory actions carried out by supervisors. Frankly cruel.

One day after my husbands death my attorney's were able to and still are able to access my accounts and use my deceased husbands accounts for the last six years.
Attorney's George B. Wilkinson, Gwynne Young, Darby Jones Fiduciary, Maryann Jones Bluffton Sc, Andrew Sasso and Robert Walton.
Without a POA they put debt against my home still in my late husbands name.
I have been paying the debt because I could not afford the legal fees and gaggle of lawyers involved.
They eventually were able to add another $120, 000 when I put my home on the market.

I applied for a new checking and savings through suntrust online on Aug. 1, 2021. It is now August 10, 2021. Everything should have been fine. I called today as I was having trouble with online banking only to be told my account was closing. No one, not the branch, fraud center, customer service, etc. has given me the same reason why. Absolutely no one. Also, no one knows if my account is really closing, in review, frozen, or blocked. At this point, I want the account cancelled and my money back within 24 hours. Apparently my accoount has been blocked since the day I applied yet the deposits that you all require made it to the account. Make it make sense.

Funds were deposited into my account April 28, 2021. The information I received on numerous occasions was the same information I had received over the phone. I have paid sun trust numerous visits to my local branch with no avail! It is august and I'm yet to have access to that account.

Hello,

My mortgage loan was recently transferred form Quicken Loans to SunTrust Bank, now Truist.

During more than one month after transforming my account, SunTrust Bank didn't communicate with me by mail to provide my new account number with them.

Today, they sent email asking to make a payment providing just 4 last digits of my account. I tried to log in using my SSN, but system requires loan account number I don't have.

I tried to reach Mortgage Department by phone many times without any success. Automatic voice asking for account number to enter...

Very bad job of mortgage department of this bank!

Sincerely,

Vlad Andrus

Rocket sold our mortgage to Truist. We were informed of that change in early July. Since that time, we have not received anything from Truist - including our mortgage account number. Today we received an email telling us we're late with our first payment. This is the second time a mortgage of ours has been serviced by SunTrust/Truist. We had hoped that this time around our banking experience would be different. It's not. We are beyond frustrated .

Fraud Amount: $271, 020.00
Bank: SUNTRUST.
Account Number: [protected]
Account holders: Shedimar Josefina Colmenares de la Riva, Adriana Carolina Gil Colmenares,
Claudia Cecilia Gil Colmenares and Eduardo Miguel La Riva Colmenares, of Venezuelan nationality

We have been loyal Suntrust customers for more than 25 years,
We have been the victim of a fraud to our account # [protected], kept at SUNTRUST BANK, through 5 fraudulent checks, 3 of them of extremely high amounts, where in less than 1 month they emptied our account. Checks numbered:
104 dated March 04, 2020 for $ 1, 120.00
105 dated March 10, 2020, for $ 72, 000.00
106 dated March 17, 2020 for $ 68, 000.00
107dated March 21, 2020 for $ 127, 000.00
110 dated April 7, 2020 for $ 2, 900.00.
It must be borne in mind that last year with the Covid19 was an extremely distressing year, depressing for everyone. Here at home we all suffered from Covid, my mother and I were seriously affected, and we are still suffering sequels, after having gone through the horror of being isolated, away from our loved ones, without knowing if we were going to see them again (an extreme situation). My sister was also infected to a lesser degree, but her situation was worse, since she is a single mother of a 7 year old boy. On the other hand, our relatives abroad are anguished and fearful of our precarious physical and mental situation. Inclusive unfortunately several family and friends have died from Covid. It must be understood that in this tragic situation, priorities change and all our attention was simply focused on recovering. In the face of such a complicated and exceptional year the bank vigilance must have been even greater.
We presented the due complaint in their Fraud Department on April 7 and they assigned me Case Number: FRD2021034144. 10 days later they sent us a brief communication referring to the fact that we did not report the fraudulent act 30 days after this regrettable and unacceptable theft of our savings and dreams, as if the bank to which we entrusted our deposits has no responsibility, when it is evident that it has happened with internal complicity.
On Monday, May 3, we sent a Rebuttal Form, with additional and well-documented information, believing in good faith as the bank told us that a second serious and exhaustive investigation would yield reliable results about what happened, how and why it happened.
But what was our surprise that we have been informed by telephone that they have denied us our just claims, instead of admitting the seriousness of the events that have been perpetrated in their bank, they hold us, the VICTIMS as responsible, claiming again the time elapsed of 30 days without making the respective complaint, which according to some statutes runs from the receipt of the account statements and
It should be noted as we explained in the rebuttal form the reasons why we did not notify the bank before April 7, 2021 are the following:
1) It is a fact that 2020 with the Covid19 Pandemic there was a global crisis and the world was paralyzed that WE DID NOT RECEIVE ANY ACCOUNT STATEMENTS via US Postal Service, as we have received them in Caracas, Venezuela since the account was opened, at our address registered in the bank
2) WE DO NOT HAVE ACCESS TO ONLINE BANKING, . The file updating mechanisms to gain access to the bank's online banking are quite strict, requiring that this request be made in person and to date we have not been able to travel to the USA to request it, which made it impossible for us to verify our account via internet. Again, a year of pandemic, several patients at home, impossible for us to move.
As we said before, The Rebuttal Form, sent on May 3 was denied. It should be noted that after 2 months waiting response we only found out by phone ; it has not formally reached us at the address in our file. We have even called several times requesting a resend, so the bank is aware that we have not received it. A situation that leaves much to be desired from its fraud department.
The bank´s behavior in this situation was quite irregular, and did not act with the Due Diligence expected of a great, recognized, reliable and secure institution in which we have trusted for more than 25 years; especially when they advertise "Financial Confidence".
1) This account was opened with intention of been used by the family group as a retirement fund, the movements are esporadic. In fact, there had no movements in the last 4 years.
2) Why they did not contact us to inform us of such unusual movements by any means having theTelephone numbers and emails in their database.
Why they did not automatically block our account, something that all banks do when they perceive suspicious and unusual activities, even for amounts much smaller than in our case.
3) Why was an internal alarm not issued for checks of such a high denomination (banks have advanced systems to detect these movements) they even block accounts for prevention), especially an account that in recent years had not had any movement.
4) We do not recognize the debit of 61, 03 charged to our account on 02/25/2020, The transaction description details as an electronic/AHC Debit AMERICAN Bank Ch pruchase. When asking the bank what this charged was about, they did not know how to answer
5) We do not recognize the five(5) fraudulent checks,
104 dated March 04, 2020 for $ 1, 120.00
105 dated March 10, 2020, for $ 72, 000.00
106 dated March 17, 2020 for $ 68, 000.00
107dated March 21, 2020 for $ 127, 000.00
110 dated April 7, 2020 for $ 2, 900.00.
6) The checks used to perform the fraud was never requested by any of the account holders. We do not recognize those checks. We have in our possession all the checks books that we have requested.
7) To whom, how and why they provided a checkbook that we did not request.? The signature of those checks is fake, but similar to the original, How is it explained that they knew what the signature is like to copy it.
8) How to explain that whoever wrote those fraudulent checks knew exactly how much money was in the account?, so they could write checks just enough to empty the account.
9) What are the control measures that the bank has over the issuance of checks? How these checks were issued if non of the account holders ordered them? When I asked by phone to a bank representative, about when, how and who requested those checks in specific, she said that the bank has no record of checks because checks can be purchase in Walmart or even anyone can print a check of their own, and cash them or deposit them. So, this comment alarmed me since anyone can issued checks and deposit them in their accounts and then SunTrust simply pays them without any verification and control?
Where is the responsibility and due diligence of the bank that acted so negligently in the face of the events perpetrated on our account?
Clearly, there must have been internal complicity that facilitated this fraud, and prevented the alarms and alerts from being activated.
In view, that the possibilities of understanding with the bank reached their limit, I am presenting this complaint, in order to request your support in this unfortunate event so that the bank takes the responsibility that corresponds to it and return the funds, fraudulently withdrawn inside the bank from our account
The resolution we are looking for is to have our savings duly restored
This account was open as a retirement fund and all our savings were there . This situation drastically compromises the future of our family, since all the savings that we had were entrusted to Suntrust were stolen while being in their safekeeping.
Now our family group made up of 5 people including a person older than 77 years and a single mother with a 7 years boy, are left unprotected and psychologically affected, even more so in a time of pandemic.
We do not intend to spend the rest of our lives seeing our family disappointed, unprotected and sorry for having fully trusted Sun trust.
We know that Sun trust can restore peace of mind, the trust lost and placed in it for more than 25 years and thus not lose its prestige and reputation as a financial services organization based on inspiring security and tranquility in its users.
Adriana Gil Colmenares
E-mail [protected]@gmail.com / [protected]@yahoo.com
6368 Harbour Claub Dr.
Lake Worth Fl [protected]
.Attached:
A) Copy of fraudulent checks Nos. 104, 0105, 106, 107, and 110. (Not recognized by us) and the account statements of suntrust bank
B) Copy of letter from SunTrust, denying payment of our claim.
C) Copy of Rebuttal Letter sent to SunTrust Bank.

I have had my mortgage with SUNTRUST for 12 years and had VERY BAD customer service from the beginning since 2008. I would recommend never using them for any service.
At this time my house is in Forbearance. I have gone on their website to apply and it takes you nowhere except in circles. I also call once a week and either wait for hours to try to talk to them, to then be disconnected or get a return phone call from an individual who does not know what they are doing. Clearly the left hand does not know what the right hand is doing. Thank goodness, I document my conversations thoroughly, who I spoke to and what was said. I am constantly told I am in forbearance yet about every three months I get charged a $295.00 late fee. When I call in I'm told I requested a forbearance but was not granted a forbearance. Yet that is not what I was told on the phone. They will not send me anything in writing about the forbearance telling me they are backlogged. What a sorry excuse. When you go on their website it says " How we can support you. Just because your forbearance is ending doesn't mean you're on your own. We're here to help you get back on your feet. You may be eligible for an extension or other assistance. Contact us today at [protected] for advice on what to do next" Yet they say they do not give verbal commitments. They want everything in writing. Yet they will not give me anything about my forbearance in writing and it has been extended through the end of September 2021. I have never felt so frustrated and mistreated. I am filing a complaint with the BBB today

For three years now, each year, Suntrust claims that I do not have appropriate Flood Hazard Area insurance. I repeatedly call and they assure me I have insurance AND their website says the same. I have received 5 letters since March claiming they were doing to purchase insurance for me. Each time, I phone and am either told... Oh, we are reviewing that now or according to our records you are ok. My insurance agent re-sent the info and no response to it being a problem... yet since then I've received 2 letters that indicate I am not compliant. I did not choose Suntrust/Trust as my mortgage lender. It was chosen for me. I am contacting the BBB and the State Attorney office in hopes that this might solve this issue for me and others.

Dear SunTrust I would like to complain about a branch manager and a teller Cythia Patan at your Lake Mary Branch in Florida, zip code 32746. 
Her name is Natasha Santanoo, not sure of the tellers name,, both the teller and branch manager were extremely rude to me and spoke in a very condescending manner. I felt her to be not able to address my questions or even willing to deal with me professionally. She proceeded to be sarcastic and condescending. Eventually she had to bring another staffer gentleman who brought some professionalism to the transaction. In the end it took them 50 minutes to print out a cashiers check.
I would hope that your managers are trained in customer dispute and how to confront problems and not confront customers aggressively. I think since the lock down some of your staff need reintegration training as they seem reticent to deal with customers at the branch.
Thanking you in advance,
Graeme Duncan
[protected]@gmail.com

Date: Jun 11
Description: Zelle Transfer To M Ali 06/11 1161P0H08Nlc
Withdrawals:-$250.00
Date: Jun 11
Description: Zelle Transfer To J Alison 06/11 1161P0A0Booq
Withdrawals:-$163.00
SunTrust was notified that the above transactions were not sent by me, but they denied refunding the funds
I explained that I do not know their persons and was unaware of the withdrawals until I saw them on my bank statement.