I was a customer of SunTrust for 3 years, having dutifully paid my car payment on time each month. When I switched to internet banking, I missed part of the account number. Instead of checking it out, they sent my payments back and charged a monthly late fee, as well as a bogus charge for having someone put a hanger on my door, which did not happen.
When you speak to their reps on the phone, they are surly and not helpful. I think they are trying to pump up their bottom line at the expense of the consumer. I was told directly that they make NO attempt to correctly place a payment.
In other words, they are looking for reasons to return payments so they can charge late fees and costs.
If you have a choice, AVOID SunTrust for your consumer needs.
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