This is a warning to all Suntrust Customers!!!
Suntrust has made my funds unavailable for 1 week then closed my account when I wanted an explaination. Let me tell you what I have been through...
Friday Nov. 10 Deposited $1000.00 CASH! Into my account and paided my bills online. When I went to pay my power bill the first charge attempt was declined. Bad Zip Code? The second charge attempt went through. (Differnt card, same account)
I then entered into MS Money all the info for the bills that I had paid that night and to see why the card was declined as there were more funds in the account than bills paid. Compared it to the online statement. The card declined looked like a glitch. Checked online and they had the power payment on hold twice. I called that day to ask why a declined charge was being held on my account. I was told the only way they could remove the charge was to have something faxed from Bill Matrix (Power company 3rd party payment system) I explained that my auto insurance would be canceled if I didn't make a payment that night. The CSR told me to write a check for my insurance as it would take a few days to clear. When she told me this I knew someone giving bad advise would not be able to help me any futher.
Monday Nov. 13 Called Bill Matrix and explained what happened. She called Suntrust and spoke with Ebony. Faxed the requested at 8:56 AM. I called suntrust and they said it would all be resolved in 1/2 hour to an hour. I checked my account online at at 10:34am and everything was back to the way it should be.
Wednesday Nov. 15 Went online to check my funds before making a payment for my cell phone. Guess what. The hold was back on my account and now a UAF charge for $128.00 was put against my account and because of the extra power payment charge ($263.95) and the nsf fee my account was now -$222.00. All of this was done on the 14.
I called the bank and they told me they would put a credit on my account for the $263.95 but would not issue credit for the $128.00 in NSF as this was not a bank error. I tried to explain that if the hold was not placed back on my account then there would be no NSF charge. The told me this was not a bank error and they would not help any futher.
I called Bill Matrix and asked them about the issue with the NSF fees and they stated that they sent the paperwork to the bank on Monday. The extra charge should not have been put back on as they cannot collect on an item without an authorization code. They 3 wayed with Suntrust and was able to finally get the NSF charges removed, however... It would not be posted until the next day. I also drove to the local branch to see if I could get help. Harder to turn someone down in person?
Spoke with Mr. Cohen branch manager. He would not let me finish explaining to him the confusion. He kept cutting me off and generating excuses of how this whole issue is my fault because of the way I pay my bills. Laughed at me and implied I was not smart enough to manage a checkbook and called me a liar. He told my I'm not supose to call the 1-800 customer service when I had an issue and should have went in person when I had this problem. He told be he was done talking to me and to go back to 1-800 service because this was started with them. I asked "Sir, Please stop patronizing me"
I was then told to leave the bank, if I came back there he would have me arrested and he was closing my account. I was shocked. I called the 1-800 number and was told there was nothing I could do except notify direct depositor and automatic withdraws as not to incure more charges. Also as this is a month old account I had just recieved my checks. I asked about the box of unused checks that I was charged $21.50 for. The told me to take them to the branch that I opened my account at and the would shreed them at no charge. I called back @ 10:06pm to see if my account was still open and was told it was.
Thursday Nov. 16 Took the checks into the branch that I opened my account at. The CSR that opened my account got me. I explained why I was in there and was still looking for an explaination of why all of this had taken place. I was told that Mr. Cohen could not do that and her manager and herself would get to the bottem of this. Go ahead and have your direct deposit set back up and keep those checks as we will fix this.
I get a call from that branch manager and she informed my that my account was closed and they sent all of the funds in my account to me in a check. (In the Mail) She told me because Mr. Cohen was off until Monday there was nothing they could do except look into it again on Monday after they have talked to him. I asked about when I was in the bank earlier that day how come they didn't tell me the truth. I was told that what has been done is done and they could not help me.
What Suntrust has done is denied me access to my money for almost a week and then closed my account for me asking about it.
At least they are waving the account early termination charge of $40.00.
Is this legal?
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