SunTrust Banks
Reviews and Complaints

There is a charge on my account that I did not authorize and have spent over a week trying to dispute. I have no idea what this charge is. I looked it up on google, it said it was for booking airline flights. I attempted to contact the company "dealray" and it will not allow me to cancel or dispute this because it says I have to create an account in order to do so. I have been calling suntrust customer service since last week, daily, and waiting on hold for over an hour trying to dispute this charge while it was pending. I work monday through friday doing telehealth from 8:00 am to 6:00 pm or later. After the payment went through, I attempted to dispute the claim online, in which it keeps telling me this option is unavailable right now. Please dispute this and block all future payments. This is a scam. This is ridiculous.
I cannot get help or the assistance I need with this. This is unacceptable customer service!
I noticed today there is a pending charge for microsoft office on my account. I have office and do not want this charge to go through. Please stop this charge. I am so furious that it is impossible to get assistance using customer service phone line and the online options to attempt to fix the problem yourself is unavailable. This is horrible customer service and I am going to consider changing banks. This is unacceptable and so wrong. I cannot trust you with my money, especially when I cannot even get someone on the phone.

Customer service rep walked me thru huge mistake of doubling my payment. After 5 customer service reps, I was told they could not stop the payment. Then 3 days later, mgr said yes they could have. During covid 19 who has money to double up a car payment. I was told by different associates, several different stories but all the same as far as it was their associates fault for walking me thru something wrong and then saying they could or did fix it and didnt. How upsetting during this time, that you took out double my car payment. Customer service was apologetic that's all. Very disappointed and done with SunTrust. We have excellent credit, hate they will lose us as customers.

My account has been closed almost a year but yet my money has not been released yet? When will you release it think a year is about long enough.
A reply would be appreciated. Or do I have to go higher up the food chain to get it back. I have called your bank several times each time I call I get the run around. One tells me one thing and another tells you something different.

G Atwood

In late March 2020, I noticed that my credit score at TransUnion and Equifax dropped 100 points. As I reviewed the report I saw that my outstanding bank loan was double what it actually was. Then I noticed that SunTrust had sent into the credit bureaus a closed Home Equity Loan from 2015. They showed the account as open and having six figure balance.

I called the SunTrust to get this sorted out and after clocking 18 hours of phone time being passed around like a Raggedy Ann doll, I finally got a Customer Service Agent to admit the account was closed and they would get this sorted out with the Credit Bureaus, . Three weeks later, still no correction on my credit score with the Credit Bureaus. I called them up again and spent another six hours being passed around from one CS Agent to Another. Each one having no record of my calls from three weeks before. Folks, this is a horrible, non-responsive financial institution that couldn't care less about resolving errors no matter how much impact it has personally on their customers. Customers mean nothing to them. I have been a customer of theirs for over 35 years. Means nothing. I would avoid them like the Corona Virus. They are completely irresponsible and their banking license should be pulled based on the extremely poor disregard they have for their retail customers. Instead of spending another hour dealing with them, I am now spending half that time filing complaints on every consumer review. Perhaps with enough complaints they will get the idea that one bad review is equal to 10 lost customers. My advice to you - pick any bank with a blindfold on and throw a dart. I guarantee it will be better than SunTrust now Truist.

I have never had such poor customer service in my life. I am glad I won't be banking with them in the future. I tried to close my accounts with them because of they are not close to where I am located. I am not happy with how they handled it. I wanted to get my money transfered to my new bank but they wouldn't let me. I will never recommend them to anyone.

I was on the line with a representative of Wells Fargo Bank and we called your customer service center. Wells Fargo wanted confirmation that funds were withdrawn from my account to payoff a car loan I had with Wells Fargo. We were having a conversation on the matter and the Suntrust representative hung up on the call. The representative from Wells Fargo could not believe what had happened. We called back and got help from someone else but the Wells Fargo representative felt she needed to make a complaint during the second call. Unbelievable that she was so rude. Makes me think it would be better to bank with Wells Fargo despite the problems they have recently had with their employees.

I recently rec'd a letter informing me of the merger between Suntrust and BB&;T and it provided a phone # to call with any questions. I wanted to ensure my future pension wouldn't be lost during conversion, so I called the number to request info on my pension. The rep I spoke with was the most unknowledgeable banking rep I've ever spoke with. I explained that I used to work at Suntrust and would be starting my pension benefit when I turned 65. She had no idea what I was talking about. She asked me if it was a CD and I explained again. She told me at least twice that I needed to call my employer. I explained again that Suntrust was my previous employer and she told me I should go to a branch. Since it was apparent she didn't know what a pension is (even though she kept saying she did), I asked if she knew of a retirement services dept and she told me she thought I was referring to an IRA! When I started getting annoyed, she said she was getting her information from her supervisor. I realize I called the wrong number, but it is very alarming to me that she didn't even know what a pension is or what retirement services does, especially when the link to the web site provided on the letter has a link to retirement services! Not sure if it was Incompetence or lack of training, but it was a VERY unpleasant experience. By the way, the correct number to call for retirement services is 800-818-2363. Maybe someone can inform Sun Trust customer service?

This bank has sent several emails and unsolicited mail.in other words, I don't want the contact anymore. It offends me, this is why...
They closed several locations here
The phone number didn't work
I have tried to close all accounts
I was robbed at that bank in Columbus, Georgia.
Poor service in the past.
It's changing into a better bank hopefully, I won't go to it no matter what you send to my home address or post office box. No contact please. Good luck.

My daughter, age 18, has a debit card and we purposefully did not put bank draft protection on it so that she would keep an eye on her spending. There have been times when she was out shopping and card declined due to insufficient funds. Her card number (not her card) was stolen and 4 different $100 purchases were made at a convenience store. She had $204 in her account so the first 2 - $100 purchases went through, but then 2 more purchases were accepted each $100. When I inquired about it with SunTrust they gave me some excuse that even with $3 in the account it was covered. That is not how it works and I know that! I feel they owe me $200 and admittance they made a mistake. She has NO overdraft protection for a reason - SunTrust needs to honor that and not treat me like I am stupid.

SunTrust took 2 checks I deposited totaling approximatley $3750.00 and are holding my funds from me for 10 days. I've spoken with several employee's and they dont care. SunTrust keeps telling me they have a right to this money and I will have to wait 10 or more days before I can have my funds. They wont tell me why. They suggested that in the future I cash checks and then deposit cash in their bank. SUNTRUST SHOULD BE SHUT SOWN FOR BETRAYING CUSTOMERS.

I keep getting locked out of my online bank account. lost my card with no way to report it missing. My phone number keeps getting disconnected from my account so they cannot verify me. Will only try to verify once a day. Supervisors have no authority to help or do anything but tell you to visit a branch in another state! Meanwhile, my card is being used, no access to my account, can't close it because pending transactions that are not mine but I can't verify what transactions are mine because they won't help me! Worst bank on the planet!

I bought demage range hood and return that in 3 months ago .The boss promise gave new one, but he didn't give me. I used Suntrust credit card for purchase and I called credit department dispute. I send every information proof. I waited dispute for 3 month after this guy Mr.Jamanca Cavlos manager told me : my case decline, you need to paid money."I said I didn't have iterm.His attitude so bad and rude.。I am you customer, you don't protect your customer.No body want to use your company credit card.this department work slowly and doesn't solve problems，then loss my money my time.

In late August 2019, my boyfriend opened an account with Suntrust since he had moved in with me and was far away from his home town bank. Whatever person he spoke to did not input the apartment number he gave her and it ended up taking over two weeks for him to get his debit card because of their mess up.

Fast forward to September 23, 2019. I noticed fraud on my account. Nothing major, but I immediately called the fraud department to report it. They told me they would be shutting off my card and mailing me a new one in 5-7 business days. I told her I would need to change the address on my accounts as we had just moved, so that the debit card would be mailed to the correct location. She had me say it, repeat it and then she read it back to me, correctly, apartment number and ALL.

On the 7th business day, I still did not have my card so on today, 10/03/19, I called customer service again and she told me that it had been mailed to my old address, that the address update had never been done, and that it would take another 5-7 business days to receive my card. Because I complained, she said she could do express, 2-4 business days. When I asked for it to be overnighted, because I have bills to pay that require a debit or credit card, she said that was not possible.

My bills are now going to be overdue, all because of the negligence in customer service and the fraud department. The ladies in the individual branches are very professional, but unfortunately, due to working, I do not get to deal with them often. I will be pulling my business and my boyfriend's business from Suntrust by the end of October.

I didn't have problems to begin with, it's been about ten years now. I don't want to take the five stars from years ago off. That representative was nice. The problem was after, in the parking lot, my tires have been flat, I was mugged at the atm machine by a very obese white female. I notified the staff of the incident then. I have seen the banks change two local branch locations, and two grocery store locations too. Inconvenient for my family at this point. No apologies still for any prior experience. I can't leave much because of my legal commitment here and we don't live as close. I wanted to close my accounts several times in person and by phone but no one will let me close them either. The arguing won't stop. The problems aren't solved, apologized for or explained either. I finally cancelled magazines, to help automatic drafts that SunTrust won't help stop or make things an easier experience. I could have sued them from just the tires and atm incident and decided not to. I am not paying for bad service.

On Sept 6, 2019 my vehicle was repossed because of a payment by money order they stated they had not received. its not until the car was taken that they miraculousy found it and not only did i have to pay the $450 repo fee but also the $365 storage fee. its not right that i had to pay and they would not offer any credit to my account or to be refunded for they repo and storage fee. i have a copy of the money with Suntrust stamp the date received and the date is was cashed. please need help with this issue.