Consumer complaint received 2017-05-18
Company: SUNTRUST BANKS, INC.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
On  XXXX / XXXX /  XXXX  , my wife (  XXXX  ) and I went to the branch in  XXXX , MD on  XXXX   XXXX  to open a checking account in her name. We worked with a personal banker named  XXXX   XXXX  to set up a personal checking account in the name of wife only. My wife provided the following information to her :  1. Social Security Number ( actual card ) 2 . Drivers license  XXXX   XXXX  continued the process and after a few minutes, told my wife that she was not eligible for an account. She said that  XXXX  declined the request.  XXXX   XXXX  asked do you have an account that is delinquent as that is the most frequent reason for being declined. We both said no, that is not the case. In fact, she has an account at another national bank in good standing and there has never been an issue. She then we to spoke to her  manager  and returned and gave us a document with SunTrust log titled  XXXX   Decline  Notice. She told us that we had to contact them at the number on the document to find out why my wife was declined. I said to her, lets call them now. With her present, we called  XXXX . After notifying us that the call was being recorded and asking   XXXX   permission to speak in from of me ( she told him that Im her husband and yes ), we spoke with the  XXXX  agent and he first requested  two pieces of information from my wife : SSN  and Driver License Number and state of issue. She provided that. The agent they entered the information into their system and told us  ( with the SunTrust Personal Banker   XXXX   XXXX  listening ) that, there is no negative information regarding the data provided. I then asked him to speak with  XXXX   XXXX  and she really said nothing ( again, a recording exists ) and then the call ended in about  1  minute. She told us that she was unable to process my wifes request for an account because of  XXXX . She said they could do nothing until their process was complete. I asked her what was the process and she said it would be follow-up with  XXXX . The blatant lies that  XXXX   XXXX  told include the following : Lie #  1  : She submitted my wifes information to  XXXX . Not true and  XXXX  said they had no information on my wife.     Lie #  2  :  XXXX  had declined us sighting that my wife had adverse/negative information about the identification she provided. Per the  XXXX  Decline Notice,  XXXX  did not make the decision to open the account and is unable to provide you with specific reasons why the account opening was declined. Again,  XXXX   XXXX  lied as she told us that they did not decline but it was  XXXX .     Lie #  3  : The checks my wife wanted to deposit into the new account are expired. Flat out a lie. There is no such information on the check noting expiration.     Next, we went to a branch of SunTrust in  XXXX  about    XXXX    miles away. We told the  manager   XXXX   XXXX   XXXX , Vice President Branch Manager (  XXXX  &  XXXX  XXXX  XXXX   ),  what happened. He apologized for the experience and said we will be able to help you. We provided the same information. He requested and she provided an additional piece of identification  (  my wifes credit card ) and withi n 10  minutes, he opened the account and established online banking. Very importantly, the checks that my wife had, from  SunTrust was de posited and they have in fact since cleared with no issue.     In sum, this experience with  SunTrust Branch in    XXXX  MD was clearly demeaning, disrespectful and a clear act of racism.  XXXX   XXXX  treated us like we were criminals.     Importantly, the checks in question were issued by  SunTrust less than one y ear ago. Also, the checks according to the  SunTrust Branch Manager ,  XXXX   XXXX   XXXX   (   XXXX , MD  ),  who accepted them and deposited that same day said those checks would be honored for 5 years before they would need to be re-issued. Withi n 10 m inutes, he opened the account and established online banking. Thank you.

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