Consumer complaint received 2016-06-16
Company: SUNTRUST BANKS, INC.
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX, I closed my account because of some issues, and because I was in the process of withdrawing my authorization from some internet lenders, who I was told were void in my state. The XXXX dollars that were in the account were transferred to a new account, and the old account was closed. I alerted all of the other entities that I wanted to continue to have access to my account, the new account number. I did not include the lenders, because they are void, and because I was withdrawing their authorization. I did not give them permission to the new account. At that time, the gentleman, XXXX XXXX, who helped me close the account and transfer the small amount of money in it said that anything outstanding that had been authorized to debit from the account within 24 hours of closing would be taken out, but that after that, the account would be closed for good. No attempt by any entity to debit my account occurred during that timeframe, so I was under the impression that the account was completely closed. I was getting help crafting the authorization withdrawal from the internet lenders since last week. When I looked at my email today, I had an email from SunTrust saying that there was an error on the " closed '' account, and that I had an overdraft, and that I needed to take care of it as soon as possible. It went on to say that my balance on the " closed '' account was negative as of XXXX/XXXX/16, and that I had to bring it to a positive status within five business days. 
I was shocked to see that the " closed '' account, was re-opened to pay the lenders I did not want to continue to do business with. I called the bank, and went in to speak with XXXX XXXX at XXXX today. I asked why there was an overdraft on a closed account. He said to me that I had given the lenders authorization, and that because of that Suntrust has the right to open up a closed account to allow what used to be a regular debit from that account, even a week after the account had been closed. 
I was shocked an a appalled that my bank could re-open a closed account to cover an entity I was trying to cut ties with. Verbal authorizations do n't seem to work, so I am now doing written authorization withdrawals, because I can not trust my bank to actually close my account and leave it closed. Also because they re-opened a closed account, lenders will be able to debit again and again, putting my account further in the negative! I am disgusted and disappointed at Suntrust, that they can decide that if I gave authorization, they get to decide how and when I pay the lenders and not me. I closed my account as a first step in the process to disengage from the illegal lenders, and SunTrust is trying to profit. They are playing the role of the decider, instead of me, the consumer. I never thought that a closed account can be re-opened by the discretion of the bank, even though I never asked them to. I gave my new account information to the entities that I wanted to continue to do business with. I now " owe '' Suntrust for a service I never asked them for. I think they are doing this to padd their pockets. By re-opening the account, other lenders can and will try to debit, creating a bigger hole, and deficit that I have to make up and owe to the bank and the lender. Disgusting.

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