SunTrust Customer Service Complaints - page 3

Seriously???!?!? The suntrust website is an absolute JOKE! Try to add "online bill-pay", enter in all my info, and it then says the info is wrong or that i'm not signed up for online banking.......DESPITE THE FACT THAT I WAS ACTIVELY SIGNED INTO MY ACCOUNT AND CLICKED THE ICON FROM THE HOMEPAGE!!!!!! Then trtying to find another menu in a fruitless attempt to locate help, and the drop-downs are going all over the place and offer no coherent direction.
A freakin' 9 year old could design and manage a better site. FAAAAAAIIIIIIIILLLLLLLLLLL!!!!!!!!!!!!!!!

The new on-line banking site is a hot mess. I cannot believe this is what they refer to as "modernization." I'm just one customer, but this one customer is taking my money elsewhere if this is not rectified by June 1st. I have no confidence in a bank that makes their website user UNFRIENDLY. When you send a message you get this inane stock replies that do not human, but if they are, that makes it even more worrisome.

I want to second the comment about the new website being terrible. SunTrust should offer a choice of views so that the account information will load correctly on PCs. It's understandable that people want to use their mobile devices for everything, but not everyone does that. I hate using the website now.

Terrible experience trying to reach SunTrust either by telephone or chat. "No representatives available" to chat and a very, very long wait on the phone, only to reach someone who was unable to assist me, and kept insisting on transferring the call to a "credit card specialist," even though my question had to do with the new Web interphase (which, by the way, is a step back from the previous one).

As of April 30th 2015, Suntrust has ruined their online banking website. They're going to lose thousands of customers if they don't revert the website back to where it is readable.

Some idiot added pictures of the beach, sky and water. The same idiot who programmed it has the bottom of the page, where the transactions are located, scrolling upward and going underneath another page.

The transactions at the bottom are only about half an inch high and you can't scroll down, it scrolls by itself.

I'm a senior citizen, a "baby boomer" and I grew up with typewriters, pens, pencils, ledgers and notepads. I don't want or need to see pictures of the ocean while I'm checking my bank account.

The page is a complete mess, it makes no sense and unusable in its current condition.

Tellers are great, but my autopay question was referred to a manager. The "manager" is nothing but a car salesman on steroids. I asked several times, "If I make an auto payment on a certain day, how long before funds are removed from my account?" Interesting that she had no answer, yet had plenty of time to explain credit card benefits I had not the least interest in hearing about. And I was on a tight schedule. I finally had to terminate the conversation--then dash to my next stop. I will not allow myself to be referred to a "manager" at ST ever again. Teller handles it or I walk.

I employed the services of a particular merchant. The person came to my house. I gave my credit card and a photo ID to the person. He ran the card but suntrust rejected 3 times. I decided not to deal with this person and told him to leave. He then, 2 weeks later, charged my credit card $700. I faught with suntrust for months. They finally gave me a credit but then discovered over whelming evidence that I was present at the point of sale and suntrust was convinced that I was a liar. Suntrust said they had my signature on an invoice. Notorized, of course. This merchand pulled on one huge fast one. I am currently taking steps to pull all mu business.

Contacted SunTrust customer service via online banking regarding issues with two bill pay checks not being delivered on time. One was a week late and the other 3 days late. It was obvious that they outsource their online customer service support to India. Very frustrating that the only answers they can provide is what a customer can get through online banking. (Same with calling the customer service phone number.) And no matter what you ask, they use the same scripted response language. A call to my local bank yielded no better information. The response was basically that the bank makes no mistakes and blamed the post office. Although online banking details say a check will be delivered by the date requested, this can be taken with a grain of salt, as the bank's suggestion was to schedule bill payments a few days earlier than the day you actually want it delivered. So, for example, you will not have funds to cover a payment until Jan 5 and want a check to be delivered on Jan 6, you need to ask for the check to be delivered before that date (say on Jan 1 or 2). This is a dangerous things to do because if the post office delivers on time and the check is deposited by the payee before Jan 5 the check will be returned for insufficient funds. Plus, no one has been able to tell me the postal station to which they delivered the checks for mailing. Not at all helpful and I now consider that SunTrust's online bill pay system lies to its customers by stating one thing and not backing it up.

I accidentally made two mortgage payment for January. Called they said they would reverse it. Waited! Called again they said they would process a refund. Week later checked on line and noted it was reversed but they stole escrow tax money from it. Called they said they are sending a check out on Jan 28. Never got it. Called again, they verified it went out. Week later no check. I think they are full of crap. And there should be an your state of residence Attorney General into the bank process employed by Sun(un)Trust Mortgage Co.

I have been dealing with Suntrust for nearly 5 months now regarding a vehicle loan and title. My father passed away less than a year ago and dealing with his Suntrust account has been an absolute nightmare. The car was originally repossessed while we were trying to get the Estate things in order. We were originally under the impression that it had been paid off. So, we paid off the loan in SEPTEMBER and regained possession of the vehicle. It is now January and I still have not received the proper paperwork to get the title transferred to my name so that I can sell the car and be able to afford a few more mortgage payments until the house is sold.

Suntrust had all of the paperwork naming me as executive of my father's estate and the car loan was paid off. I received a letter at my address (not a forwarded letter - the address was actually updated in their system) saying that I could expect to receive the title/release within 10 days. I wait more than 10 days, receive nothing, so I call to follow up. The man I spoke to told me that I live in an electronic title state - I wouldn't be receiving it in the mail. I told him that was incorrect, I do not live in an electronic title state. He tried to convince me, finally checked with his superior and found that he was wrong. Then he tells me that they didn't know where to send it. You have my information, copies of legal paperwork, my address to which you addressed a letter - and you don't know where to send it? He gives me the phone version of a shrug, and tells me that he's alerted the rep and they would send it out immediately. Again, I wait a reasonable (ha) amount of time to receive this paperwork. It doesn't come. I call again and speak with a woman who tells me that it was sent out within days after that letter I received went out, and was returned undeliverable. Quite a different story from the one that I received from the man who told me I lived in an electronic state. She tells me that it has been sent again. Again I wait, nothing arrives. I call again to follow up on the status and this time I speak with a woman in the same department who tells me that she can't speak with me about this account because I'm not on the account. I tell her she's the third person I've spoken to in a month in this department and explain that they have all of my legal paperwork, otherwise how would the car have been released to me? She tells me that the first time I sent the paperwork, it was to a different department, that I need to send it to all departments within Suntrust that I need to deal with. Unbelievable. I send the paperwork to the fax number she gives me.

About a week or so goes by and I receive a FedEx package with what appears to be a release of liens application of sorts, however, it is addressed to my late Father (at my address) and the letter is not at all situation specific. The letter includes a name and number to call in case I have any questions. I call the number because I want to be sure that this is the correct paperwork before sending it in (the letter states that the paperwork needs to be filled out and returned to Suntrust), in an attempt to avoid further confusion. I have now left five voicemails for this woman, called her many more times than that. I spoke with customer service after repeatedly trying to reach this woman, to no avail. The customer service rep tells me that I should just take the forms to the DMV and see what they say. I ask why I would need to take it to the DMV when the letter is instructing that the forms be mailed back to Suntrust (by my father, that is). She tells me she doesn't know, it may be different because I'm not the named owner and I should just take it to the DMV. At a loss, I take a trip to the DMV and as I expected, am informed that I need additional paperwork from the bank. The DMV was more helpful than the bank was!! It has been a month since I started calling about this paperwork I received. I'm sending in the paperwork (along with additional copies of the legal paperwork) and crossing my fingers.

I can not wait until I am done dealing with Suntrust. I will tell anyone and everyone about the incompetence that I have had to deal with. Their customer service reps are a joke for the most part - I had one positive experience with a gentleman who actually seemed to care about transferring me to the correct department. Their goal seems to not to assist you, it's to get you off of the line as quickly as they possibly can. I have gone back and forth with these people so many times, I have lost count. Not only is their customer service nearly non-existent, but their business practices and systems are completely lacking. From the other reviews I've read, and my personal experience with them, I can't believe they are still in business.

I am very disappointed with the customer service at Suntrust.I am seriously thinking about switching banks although I have had an account with you since I started working and because of my experience with misinformation I have took a huge loss because your customer service representative did not give me the correct protocol when stopping a draft.I still got charged the stop payment fee and it overdraft my account and I was hit with overdraft penalties as well.The branch manager told me what was supposed to happen and how it was to work and the customer service representative assured me that it would be expedited and taken care of.I am disappointed. reps need better training and all need to be on the same page.It meses with trust and integrity.I work in health care and there is no room for error.There should not.be any room or excuse for it when dealing with people's money either.

This is the worst bank i have ever the displeasure of dealing with. I own a business and have been with this bank since 2006. I have never overdrawn the account and maintain at least 80k in that account at all times except for late in the year when it goes down to about 40-50k.

Sometime in March of this year, unauthorized charges were made on my account. Apparently someone wrote 2 checks totaling about $8,000 from the account. The signature signed on the check was the name of my company and they processed the check to this person twice (could be an inside job who knows). It took about 9 months and they didn't even notice the fraudulent transaction. An unrelated bank (Navy Federal Credit) alerted them to this and that is when they called me on 12/12 to inform me of this situation. I questioned why it took them so long to find this and they said i was responsible for my own account to which i replied that maybe i should be banking with the other bank (Navy Federal) that notified them of the suspicious activity.

When i was informed about this transaction that took place 9 months ago, i immediately lost every bit of trust and confidence that this bank was interested in protecting my money. I also immediately started through all my statements and guess what i realized that they never sent me the statement on the month (March) this fraudulent transaction occurred.

This was a red flag and led me to believe the culprit could be a bank employee. So, I went back to my 2013 statements to ensure that everything was ok and i realized that they only sent me statements from July to December 2013 and all the statements from Jan to June were missing.

So i called them and requested that they send me the statements for Jan - June of 2013 and the statement from Feb along with copies of all checks written on the account to ensure no one attempted or wrote additional checks from my account. The customer service told me that they would charge me $690 to provide copies of my bank statements with the checks appended on it.

I spent over 4 hours on the phone arguing my case today and the customer service representatives i spoke to just did not care and said that i would incur those charges if they sent me the copies. I told them that they never sent me the statements to begin with and i was entitled to them legally and they still refused. 4 hours later multiple representatives hung up on me because they said we weren't getting anywhere (I just could not believe this)

My advice is if you have a business account with these people close it and move it elsewhere. First of all, anybody can write a check on your account and they wont care to detect it which implies they have zero security protocols and your account is just in the hands of a bunch of losers. Secondly, because of their inability to ensure that only authentic checks are allowed to clear your account, when you attempt to ensure your account is up to date and safe, they hit you with exorbitant fees. Essentially, they allow outsiders to rob you and then rob you internally when you attempt to do what they are supposed to be doing.

I also bank with PNC and Capital and with these banks you can go online and print these statements and images for up to 7 years (PNC i know for a fact but not so much on Capital One). Save yourself the hassle and look for a reputable bank to do business with.

Suntrust sucks...took 10 days to deposit a check form my wifes BOA account and then lost a check for $317 dollars. moving my money to state farm bank they pay ATM fees and free checkign Suntrust is the worst customer service I have even encountered. Thier 800 number is a black hole. They promise call backs and nothing. Their stupervisor Tammy Landrigen said she owuld call me back by noon still wiating

I just call SunTrust customer service and told them vet my card PIN number was it going N and I gave them all the right information to access my account number and they still told me I had to go in local branch I am so disappointed that I couldn't find out what was wrong with my account another terrible experience....

I am a UK national and opened an account with a 4-figure sum. SunTrust told me email will be sent in a few days with a default password. 78 days later it still has not arrived. Yes they have been notified of my ITIN. SunTrust staff refuse to take my calls from UK, refuse to take details of my enquiry and refuse to answer my emails. Not only do they deny me access to my account, refuse to consider refund to me, refuse to bother sending me a PIN but they are willing to send me marketing emails. Fortunately in the UK we have a word for companies like this

Escrow Refund Suntrust

I sold my house over two weeks ago. Suntrust received my payment via overnight package. Two weeks later, I am still waiting for my money from the escrow to be refunded to me. I wonder if Suntrust will send me a check with two weeks worth of interest added? I bet not. In other words, they have used my money to make more money off me without me getting a cent. Every month while I had a mortgage, I'd paid hundreds of dollars to them on interest.

Suntrust made an error on the interest for IRS form. I brought it to their attention & requested them to correct it. Two weeks later- no response. I have a mortgage with them ( a BROKER) picked them & a home equity line. No help- on hold every day for two weeks. I will now close both and move to another bank. Lets see how long it takes them to answer my mortgage pay off amount.

Sun Trust mortgage is the worse lender out there. Leaving customers hanging, with no place to live, added expenses , and creating legal nightmares between sellers and buyers because they are incompetent, and in my experience, NEVER close on time, and create undue stress on all parties involved.

I lived in Boston, for over 25 years. When I retired from Massachusetts General Hospital approximately 8 years ago, I sold both of my properties and relocated to "New Port Richey" Florida. Being new to the area, and not knowing anyone, I opened two checking accounts. One of these accounts is in a SUNTRUST BANK near my home in New Port Richey, FL. Here's the thing? In a City with several million people. I CANNOT find one Suntrust Bank that is opened for business on a Saturday? It's baffling? I am retired, and each time I have to go to a Suntrust Bank in New Port Richey, I have to drive several miles to the nearest Suntrust Bank in the City of Holiday,Fl. It's ludicrous , almost laughable that the President & CEO of Suntrust Bank in Georgia, don't have a clue as to what is happening in the banking community in fast growing New Port Richey, Fl. Several other smaller banks have seen a major breakthrough here, and are doing a thriving business on Saturdays. While I like the people at Suntrust, I really hope that they will do something about opening for business on Saturday's like many of the other banks are doing, otherwise I'll probably be removing my funds from Suntrust.

I Would Not Recommend Suntrust Van Lines. When Quoted Over The Phone It Was One Price, Then Upon Delivery Was Another (double Of What Was Quoted). Delivery People Not Very Careful, Lots Of Damaged Items.will File A Complaint Against Suntrust.

On 11/14, my paycheck was deposited into my account as usual. I had checked my account the day before, and had several pending items that had already been subtracted from my account. On 11/14, I showed that I had over $200.00 in overdraft fees, including most for items that were already subtracted from the day before. Talking to the idiots at Suntrust was no help at all, as it seems that all read from the same scripted responses. I have tried several times to talk to someone with some authority, but I am repeatedly told the only way to do this is to send a letter. I find it hard to believe that a company this size only has 1 level of customer service. I don't know what anyone else thinks, but I'm really sure that some higher level management person will jump right on a letter from a nobody like me.

In September we deposited approximately $3400 in checks (from Ohio and our check from Michigan) Suntrust put a security hold on the checks and refused us access. We are twenty year customers. Two weeks ago were were depositing three checks totaling approx. $700, the ATM took the checks and shut down without making the deposit. We filled out the forms two weeks ago and still nothing. They bounced us back and forth from one uncaring employee to another. Their comment was why didn't you just go inside.

I had a business account with and one of my clients had a check that bounced that I had deposited, so without notification or reason, they canceled my account. The customer's check that did not clear did not even put my account in negative standings, this to me was out of my control and unexceptionable of Suntrust.

One would think that if SunTrust Bank made an error in the kind of account held by somone who had been with the bank since the '80s, put all college funds there as well as a parent's fiduciary money, opened accounts there for the kids when they turned 16, had a mortgage with them and even owned Suntrust stockЯne would think that Suntrust would correct the bank's error for someone like that. But, alas, someone would be wrong.

I will be paying my August payment on Saturday the 31th of August ;online and my September payment on September 11th of September online ;please forgive me of the ms-arrangement,but will be back on order for my October payment on the 1st of October payment