SunTrust Banks
Reviews and Complaints

I cannot understand why need to my show my ID when making my Mortgage payments. It seams like your forcing customers to do onine banking / trying to regulate how I pay my bills, Suntrust is taking the postion of the goverment wanting to know how we earn money and where is it comming from ? For what ever reason you can come up with, you forcing customers like me to change lending instutions. Remember your are a bank first.

Today 9-4-2019 I went to the drive thru to withdraw money and the teller tells me I have to have my drivers license and I proceeded to tell her that I just got off work and I didn't have it so I go home to get it and go inside and she was really rude rolled her eyes and was just telling me that it's a new policy it started today and the branch manager was rude needless to say I took every dime out of that rude bank and I hope that no one else deals with this bank I also call corporate and they where really upset about it I think the all need to be fired and bring someone else in that likes there job they talked to me like I was not a customer

I paid 3 payments to Capital One credit card totaling $485.00. I filed for Bankruptcy on July 29 (Chapter 13). Ultimately my account was closed on August 2nd Capital One said they didn't apply any payments to the account after July 29th. Had the payments been applied the account would've been zeroed out. Well the closed balance is 260.73 and that was the balance on July 29th it does not reflect the 485.00 payments. I filed a dispute on August 2nd. And I received the form on August 14th a representative from Suntrust called me on August 15th I answered a few questions for her. I told I was at work and I was on a call I would return the form that evening when I got off. I faxed the form on August 15th but only received notice that our online server was down on the morning of August 16th so I faxed it from another provider. I some how missed the online denial notice that came in on the morning of August 16th. Its insane that Claim was denied when it was apparently never looked at what I submitted..

Why does Suntrust not take responsibility for the information given out by thier representatives? I was granted a 2 month extension on my auto loan, got the paperwork, faxed it back, and assumed (based on all information that was provided) that I was all set. Today, almost a full 2 months later, Imagine my alarm to get a late notice!
Upon calling the # on that notice, I'm told I didn't qualify, that they left a message on my cell - quoting to me my OLD # even though they had my new number - and claimed they had no responsibility beyond that point.
Upon asking for a # for an ombudsman or consumer affairs, I was told it was them, and that there's nothing to be done.

Why do i have to be bullied by the bank that i must now change my password and user name? I am happy with what i have and i do not want to change anything. This is like a school yard bully trying to tell you what you have to do. There are other banks to choose from. I have to get a text message with a new user number to access my account from home each time. Now change my password. NO

I am a customer with 2 accounts with SunTrust. My spouse is with USB. I informed her that I find Suntrust to be more in line with my needs.

We went to Eustis, FL Eustis Village Branch. The representative was horrible. She spent more time looking at her watch than anything else.

It was our opinion that she had no interest in our needs.
We walked out shacking our heads.

Terrible, just terrible.

I Highly recommend that Nobody Use Suntrust Bank (merging with BB&T)! Please be WARN!

Yesterday I went to Walmart to purchase grocery. When I went to check out it declined my card( which I know I have money in it). It declined twice for that matter. So I called my bank and they told me to call the number on my card.

I called Suntrust customer service, the fraud, spoke to the manager on the phone even went in person. They all tell me the same thing. There's no explanation of why but wait till I receive a letter in the mail. For that Suntrust has canceled "closed" break the "relationship" with you. OMG!

"Suntrust says that they may close your account at any time and for any reason or for no reason without advance notice." They didn't even contact me that my account was CLOSEd until I found out at Walmart my Card was declined.

The manager told me on the phone said to me "example whenever you come close your account you don't tell us why your closing your account So we have right" not to tell you why we broke the "relationship" (no business with you).

Now they have all my money... I won't even get the money back until it has gone through. I don't even know when that be!

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We made a one-time payment from one of our bank accounts and was reassured two times that a payment would never be made out of this account again as per our request. They said they would erase this account information and did not and took another payment out that put us in arrears. They admitted it was their mistake and requested so much I formation from our bank that it's taken 5 hours and nothing had been resolved. My bank has faxed them twice to include the information they wanted and they didn't even read it because they called back asking for the I formation that was in the letter.

I hope by complaining your bank won't take vindictive action. Today I deposited 200.00 dollars in my checking account. Then I asked the teller for my account balance. She asked my my drivers license. When I put the money in, SHe did not ask for identification. I have been doing business with this bank for over 40 years and have never seen this teller. She didn't ask for other people I d when I was in line. My complaint is why a long term elderly, deaf, and disabled person was treated like a criminal for requesting balance.

I have been a customer of SunTrust Banks for many years, more recently in Maryland. Over the last years I had my total income direct deposited in my checking account and periodically transferred money to the money market account. I also had a credit card (#xxxx 0165) through which you can verify my large deposits over the years.

Recently there have been more petty procedures added to routine banking at SunTrust. It includes showing up in person on a quarterly basis to maintain the higher interest rate on Money Market Account. And then there is a constant push to meet with an investment counselor.

The investment counselors recommend funds with the highest management fees and not really great records of return so that most of the increases go to the management fees. Who goes for that? Really!
There are more petty practices, but these two signify a downturn in actual customer service.

Most recently, I found better treatment elsewhere and canceled my savings account and checking account, thinking that it also canceled my credit card account which was linked to the checking account. As it turned out, the credit card was another gimmick in that the first year is free and then the charge is $89.99 per year. Really? With all the funds deposited you chose that credit card for me and charge $89.99 a year?

After closing the money market and checking account, I found out through an email encouraging me to use my award miles that the credit card, without a link to funds, was still active. In May I contacted customer services and cancelled the credit card. Today I received a bill for the next year of my credit card to the amount of 89.99 and $1.03 for interest charged.

I called customer service today, but I received little information and no address for filing a complaint.

This behavior will certainly chase a lot of customers away, and I presume with the merger it will chase away a lot more. This used to be a responsible organization. But no more.

On Thursday June 13 I went into suntrust bank at 12020 ironbridge rd, Chester va, to send international money funds to blue star travel agency located within the U.S. Embassy in the country Ghana. Do due unwanted and unneeded personal opinions from two bank personnel I was delayed in providing the necessary funds to the above travel agency. On Monday June 17, I went to the same above bank and again received unwanted personal opinions from Santosh Kaundal. I have since received information from the travel agency that there is a delay in avalibity of my funds. I was not informed by your employees at any time that there could be a delay of funds. Her attitude and opinions was completely disrespectful to myself and my fiance. I am so disgusted with the service and attitude of this emplo6 I have considered closing a of my accounts with your bank and find a bank that will treat me with respect and dignity.

The advertisement that is ran here in Georgia specifically Stone Mountain Georgia does not represent the African American community. Question, do you have African American, Brown, and Black employees, and customers, if so why are they represented in your commercials? It's very important that African Americans AR represented in every segment of our society.

I have had accounts with suntrust for many years and have had a great relationship. I really have had no issues, except... On line banking. Suntrust has always been my go to bank. I am currently in the philippines and have been for awhile.
I have had to call every single time to be able to get into my account. While I was in florida last december I was assured I had taken the right precautions to insure no issues. For whatever reasons while logging in I do not get the verification text. Never once had and yes the number is correct. Why not email.
I call and there is a 15 to 20 minute wait, plus the time it takes to resolve the issue again.. Now do the math, international calls runs about 20.00 each time I want to get into my account. There has to be a way to resolve this issue because I would hate to ruin a 20+ year relationship over a simple matter.
Can you help me?
I also don't mind going threw this process if suntrust is willing to pay me back for the calls. The time? Don't care.. If you can call me that would minimize my expense or a chat line open or even an international number. The one on you website is incorrect it has to many numbers on it. My number is [protected] my email is [protected]@gmail.com I need you help...

This is a continuation od Case #4350876, Debra Wells.
After many calls a supervisor, Laurie clled me o tell me $47, 160.36 was sent to BOA> How can this happen with insufficient funds. BOA can charge me. I began an investigation on the deposit BUT April 15, April 24, 25, 26 with calls this WAS NOR STOPPED. Tell me how BOA can use a trace number to return money that was NOT there. I can be charged. Suntrusr has nruined me finacially.
Trace # given was [protected].
Suntrust needs to handle this professionally. If calls are recorded I ask again to listen to calls on April15, 24, 25 & 26. May 29 this monew was returned however it has been used and does NOT exist in my account. What the HELL is Suntrust doing in business.

I need a callback from Vice President or President.
Debra Wells
[protected]

1st you can't understand nothing these people say. My account has a hold and SunTrust will not allow me to close the account. And give me my balance on the account. I hate this bank. They have all these rules. It's unbelievable. I can't close the account but can't used this account and they refuse to refund my balance. I'm so mad I can't concentrate on nothi g else but calling them.

I deposited my refund check yesterday and today get a notice saying they are holding for 7 days. When I called and finally got a supervisor on the phone he said he would see what he can do. He came back and said that their internal department said that they has INSIDE KNOWLEDGE that the check was not going to be paid. I laughed and repeated, so your telling me that your internal department is saying they have INSIDE KNOWLEDGE that the IRS/ Government issued a check they don't plan on paying? He said, yes that is correct.

I have never seen an instiution put a hold on a refund check. period. Secondly to say you have inside information that they are not going to pay it is comical.

Rest assure I will close all my accounts, wife's accounts, business accounts and anyone else I can convince. They are horrible.

04/19/19- I spoke to an underwriting agent today named Eric. His whole tone was rude and uncaring. I applied for a Suntrust Credit Card and was offered a prepaid card instead. He said that it was because of a recently filed bankruptcy and I tried to explain to him that I did not recently file for bankruptcy, but the case was reopened from previous years because I had a fire and the insurance investigator wanted to see if the value of my belongings was reported in the bankruptcy. I was forced to reopen the case so that he could get the info he needed, the claim was approved, my house was repaired after almost 2 yrs, and I am back in my home. The action by my insurance investigator caused some of my creditors to inadvertently close my accounts that were in good standing and once the claim was finalized, I was told to reapply for credit. This had a negative effect on my credit score. I was approved again by my creditors who had closed me in error. Unfortunately, Eric refused to completely listen to me and look further into the situation. He chose to be argumentative as if he didn't care. He just kept quoting the policy. Sometimes there are exceptions to the policy and my situation is one of those times. He really upset me and I am putting my info in writing hoping that someone will read with understanding, and check further instead of dismissing it without care. I have been with Suntrust Bank for many years, much longer than I've been with my credit union, but the Credit Union listened, understood, and approved me for a credit card with a decent limit based on my history with them, not just a glance at my credit file. You have to listen to the customer. Eric offering me a prepaid card was an insult. I asked him to send it in writing so that I could read it and he said "I'm telling you". Fortunately, I have met some nice professional employees at Suntrust Bank and will continue to do business with Suntrust Bank for now. Get rid of people who don't like their job or those who are inadequate at their job. It's a bad reflection on your company.

I have on numerous occasions this year log-in option locked. I am using the same computers, and iPads, the same passwords, and this account is 17 years old. There is no reason why I have to get a one-time code everything I have to go into my account. This is unacceptable and then they lock my account. Unlock it then lock it again. I am at this point that I do not want to do banking with them again. I have other bank accounts and this does not happen. I spoke to someone today and they claim there was nothing that they could do about it. This very frustrating for someone who has social security fraud. What is going on?

Hello my name is Dalton Pearsall and the purpose for this letter is recently I have been hit with a Hard Inquiry from Suntrust Atlanta that I didn't make, nor did I give permission to BMW of Florence to contact Suntrust Atlanta for Financing or any other Service. I am making this Dispute with all intentions of getting this Hard Inquiry removed and resolved. If anymore Information is needed I can be reached at the following [protected] or [protected]@icloud.com. Thanks

On 3/4/19 I opened a checking account for $6, 500 with a Wells Fargo check from my existing WF account. I was changing banks due to poor WF service.

They take the check open the account and the WF account pays the check the same day.

On 3/8/19 I get a form letter telling me that their is a hold on the account.
In checking with the 800 number I find that the funds will not be available until 3/12.

Further checking with a Supervisor finds that their 'Fraud Dept' has decided they won't open the account and will 'send me a letter'.
The local branch manager Melanie Elliott [protected] has not responded to my inquiries.

I emailed her and the rep who set up the account, Emmanuel Calderon that I would be in 3/12/19 to get my $ from them.

Extremely poor service, still no idea why ST isn't interested in my business but at this time I would NOT want any further dealings with such a piss poor operation.

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BBB Customer Complaints Summary

919 complaints closed in last 3 years

267 complaints closed in last 12 months

Complaint Type
Advertising/Sales 29
Billing/Collections 228
Delivery Issues 13
Guarantee/Warranty 3
Problem with a Product or Service 646
Totals 919