Consumer complaint received 2019-05-15
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I looked at my avail balance and seen that I had enough to pay my cable bill. The payment was posted and deducted from my available balance. On top of my primary direct deposit, I also XXXX XXXX and it too is deposited into my account. The way it works is a payment goes into a pending status until fully paid. The way Suntrust works, any item that is pending will result in {$36.00} overdraft fees. On XX/XX/XXXX That payment was no longer showing as pending. I had XXXX XXXX so I would have seen my avail balance increase. So I didnt think anything of it, Especially since I have been a customer with Suntrust since XX/XX/XXXX. Nothing showed pending from XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX I had enough money to pay my car insurance and get groceries ( based on me looking at the balance and whats pending ) where I ended the night having {$23.00} in my account. I wake up XX/XX/XXXX I was hit with 6 overdraft fees at {$36.00} each! Over the last few days, I have been hit with 12 over draft fees.. 12!!! Totaling {$430.00} just in fees! I spoke with several people at Suntrust.. One lady says I see that payment was declined for wrong routing number. I explained maam thats not true. Here is the confirmation # of the transaction onXX/XX/XXXX.. Another person looked and said hmmmm I said what? She said I see it posted XX/XX/XXXX and there XX/XX/XXXX but the transaction went missing and didnt show back up til XX/XX/XXXX.. She stated that what may have happened was the merchant didnt claim the money so it dropped off. Okay, how is that on me? I am looking at my avail balance before I made the payment for my insurance. How would I know that it dropped off? Did I get a call, a email, a alert? You wouldnt have known Sir, its on the back end.. Hmmm, yet im penelized by it???? I asked for supervisor.. Explained it all to her! She blames me saying that its a tool that I should keep a ledger. So I asked, so does that mean that my balance before that transaction isnt true? Not saying that Sir! If I go into your branch and ask or a checking balance, a ATM balance, log into your website, and even the app would that balance say the same Yes! So why if this transaction somehow went missing and popped back up 5 days later am I hit with 12 - {$36.00} overdraft fees? If went off what was pending and avail balance before making the payment. She offered to remove 2 overdraft fees 2, after 10+ years???? I have made many mistakes on my account in that time frame, but this.. this is not my fault and its unfair that I have to pay {$430.00} in overdraft fees for a glitch This was a selling point to get me to sign up with Suntrust! That your balances will be real time on line for review.. 

I did do a claim for them to review. I spoke with several people. They said that the funds will be released back into my account until the investigation is over which never happened. At the end of the day, i assumed that they would see that this wasnt my fault. I mean, literally i looked at my balance before making the payment. In total, now on XX/XX/XXXX - I have been hit with 21 overdraft fees - 21!!!!! {$750.00} = My account is currently - {$1100.00}, I stopped my direct deposit cause i need to live and pay bills. This is really ubsurd! I have made plenty of mistakes and owned up to it. Even paid the price of the over draft fees as it was my fault. I have even asked to have some of them waived. But this, was/is not on me!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation