Consumer complaint received 2017-11-15
Company: SUNTRUST BANKS, INC.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Confusing or missing disclosures

Complaint:
I opened an account with SunTrust last week. I was getting tired of XXXX XXXX  manipulating transactions on my bank account and figured Id just close my account with them and go somewhere else. Opened my SunTrust account online and switched over my direct deposit to them, as well as my brokerage account and EFTs. 

Upon switching bank accounts, I also switched insurance companies. I informed my new insurance company to auto-draft the funds from my new bank account on XXXX XXXX, XXXX XXXX which I have proof of ). The insurance company errored and auto-drafted the funds from my account on XXXX XXXX. I called my bank and told them about this merchant error and was told to contact the fraud department. This wasnt exactly a fraud case, so I asked them if I could have any overdrafts fees waved because it wasnt irresponsibility on my part, but a merchant error. I informed them that I had my first direct deposit scheduled for XXXX XXXX and that it would more than cover the charge. The customer service rep told me that I had to wait until the overdraft fee posted in order for them to do anything on the account, so I ended the call and waited until the next day XXXX today ). 

This morning, I wake up and try to log into my account to see if any overdraft fees have been charged. I kept getting an error message stating that my log in information was incorrect. I was certain that I was putting in the correct information, but after a few attempts I decided that Id try to reset my password. After trying to reset my password, I received a message stating that my account was restricted. I was also given a number to call to discuss the matter. After contacting the listed number, I was notified by a customer service rep that my account was being closed. I asked why and if it had anything to do with the merchant error that I called about the previous day and was informed that it was due to SunTrust Bank rules and regulations. I asked to speak with a XXXX because I had transferred all of my liquidity over to SunTrust Bank XXXX Brokerage accounts, direct deposits and wifes direct deposits ). I also got all of my billing set up under EFT with SunTrust. 

I was put on hold and transferred to a XXXX who was of no assistance and keep reading from the same script XXXX Your account is being closed due to SunTrust rules and regulations ). I asked if there was anyone above him that I could speak with about my account being closed. He said there was no one ( as if he was the owner of the bank himself XXXX. So I called back and spoke with someone else about the matter, only to run into the same brick wall. I spoke with their supervisor who told me to speak with my branch XXXX. I called my branch XXXX who told me to contact the fraud department to see if they could override it on their end. I call the fraud department and ran into get another brick wall XXXX Your account is being closed due to SunTrust rules and regulations ). He puts me on hold to see what he can do for me and nothing. I asked to speak with his supervisor and she couldnt do anything. By this point Im regretting the fact that I even opened an account with SunTrust. 

I end the phone call and call back the fraud department asking if I could speak with a supervisor because you get someone different every time you call. I tell yet another supervisor about my situation and still hit a brick wall. She tells me that I need to contact my branch XXXX or the area XXXX. Im infuriated at this point because I have funds due to post to this account tomorrow XXXX XXXX XXXX, XXXX XXXX which I was unable to get reversed because they were already processed. Now my funds are going to be in the hands of these scam artists who are closing my account without a valid reason. 

I called my branch XXXX back and told him that the fraud department told me that he was the man I needed to talk to. He told me that there was nothing that he could do for me, so I asked for the number of the area XXXX. He refused to give me the area managers number and hung up on me after thanking me for using SunTrust Bank. I called the customer service line again and was able to retrieve the area managers number. I called the area managers office which was closed for the day, so XXXX be calling back tomorrow. 

Meanwhile, my money will be swept into a SunTrust Bank account by tomorrow morning and I will have no access to my funds or account information because my account is being closed due to SunTrust rules and regulations. 

This process seems rather suspicious. Ive read countless articles about other consumers with SunTrust who have experienced the same thing. I have bills that need to be paid and I also need to pay the property tax on a vehicle I just purchased so that I can get it registered. My temp tags are due to expire on XXXX XXXX, XXXX and I have no access to my funds. My wifes car note is due in a few days as well. I switched all of my banking to SunTrust only to have my account closed for an unspecified reason and now I cant access my funds until they release them to me. This is borderline criminal. They have nearly {$1.00}, XXXX of my money held in their bank. And conveniently for them, they closed my account before I was able to memorize my account number.

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