Consumer complaint received 2019-03-09
Company: SUNTRUST BANKS, INC.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with convenience check

Complaint:
My name is XXXX XXXX XXXX. My address is XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I wrote a convenience check to a " contractor '' on XX/XX/XXXX ( Sunday ) as a deposit for remodeling our master bath from my SunTrust Rewards Credit Card. Along with several instances in my wife and my eyes of unprofessional conduct, we learned he was not a licensed contractor and so at roughly XXXX on XX/XX/XXXX ( Monday ) I had an in-person conversation with the " contractor '' ( XXXX XXXX of XXXX, FL ) notifying him we would not be moving forward with him on the job. I immediately called SunTrust Bank at XXXX ( XXXX ) XXXX to place a stop payment on the {$3000.00} deposit check. This call took place at approx. XXXX on XX/XX/XXXX following the in-person cancellation of the agreement. The following points chronicle several conversations my wife and I had with SunTrust and other events regarding the stop payment. 

- XX/XX/XXXX @ XXXX - On the initial call to stop the check we were informed the check would take several days to clear and that there should be no reason the stop payment wouldn't be successful. The rep notified us we would be charged a {$39.00} stop payment fee. At this time there was a XXXX balance on the credit card account. 
- XX/XX/XXXX after close of business, the {$3000.00} check posted to our account along with a 3 % convenience check fee of {$90.00}. This did not show up on my online profile until after midnight into the morning of XX/XX/XXXX. 
- XX/XX/XXXX @ XXXX - I called SunTrust again for an update on the stop payment being that it had posted to the account. The rep notified me that even though the charge posted to our account that she saw the stop payment was processing correctly and it should take 3-5 business days for the stop payment to clear and to give it until close of business on Friday ( XXXX ) to check again. 
- XXXX @ approx XXXX - I called SunTrust again to get an update and was told by the rep that the stop payment was still, in fact in process and that it could take several days for the credit to show up on our account following completion of the stop payment. 
- XXXX @ XXXX - Called again for an update and SunTrust reps started changing their story. The first rep I spoke with left me on hold for several minutes to research what was going on. Upon return she had no answer for me and said she would put a research ticket in that would take up to 12 business days. I complained to her about the situation and that I wanted an answer now as to whether the stop payment happened or if they screwed up the stop payment. She put me on with a supervisor. He basically did the same thing and put me on hold for a while only to come back and say the same thing that it needed to be researched and that he would expedite the research process and something to the effect that " it looks like it may not be good news for you '' or some derivative of that. 
- XXXX @ XXXX - My wife wanted to speak with a rep so the two of us called later in the day. The rep told my wife and I what he saw in the notes which was that on XX/XX/XXXX the case was resolved as requested. This gave my wife and I some comfort again after the earlier conversation I had with the supervisor. 
- XXXX @ XXXX - The representative told my wife and I basically that the stop payment was not processed and began giving us a normal corporate explanation as to how convenience checks are different than personal checks in the way stop payments work. This was the first any rep said anything to this effect. I complained that all we were told for over a week was that it was " being processed '' and to give it more time. 

The pictures that I have attached show the following : letter of cancellation with the contractor mailed on XX/XX/XXXX, the amount the contractor was charging us to remodel our bathroom, which shows the deposit we gave him in the amount of {$3100.00}. We gave him a Suntrust convenience check of {$3000.00} and a personal check ( picture attached ) of  {$110.00}.

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 monetary relief