Consumer complaint received 2017-01-15
Company: SUNTRUST BANKS, INC.
State: AR
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
This is my third attempt to submit this information. I get to the end and can not get past the " add attachment '' option! 

When setting up payees with my Suntrust bill pay I enter the company name and account number. If there is a match Suntrust automatically sets up the account. I have questioned the mailing address of some of these accounts and asked for a list of the mailing addresses by payee to which they have told me ; 1 ) Go to the payee account and look. ( I have obviouslly done this and the addresses are not listed. ) 2 ) They said they will not supply these addresses. 

They are sending " MY '' money somewhere and will not tell me where. They will tell me to whom, which I already know, but not where. I feel I have a right to this information and is the reason I 'm complaining about their business practices here. They have a very bad attitude and view their smaller customers as a necessary evil. Please help. 

I am listing the text of my email correspondence below since I can not attach. 
Here 's my initial request for information : XXXX -- Original Message -- Date : XX/XX/2017 XX/XX/XXXX To : XXXXXXXXXXXX Subject : Bill Pay Address Not Visible Acct - Checking-XXXX { Bill Payments } There are a number, actually the vast majority, of my on-line payees where I can not see the address where the payment is being sent. I need to verify these address for myself and need to see them. I do n't care who maintains these addresses, etc., I need to see them since you are sending my money to these address I have a right to know what they are from you and not the payees. Please let me know how I can get a list of these address from Suntrust Bank. I need these immediately. 

Here is their response : XXXX Topic : Bill Payments Subject : Re : Bill Pay Address Not Visible Acct - Checking-XXXX { Bill Payments } [ # XXXX ] From : Customer Support XX/XX/2017 Hi XXXX, Thank you for your email. 

I will be happy to assist you. I understand your issue. When you schedule a bill payment we will send the bill to the mailing address that you have provided when you added a biller. 

I request you to please review biller profile to confirm the mailing address of biller. I request you to please follow below steps to see mailing address of a biller. 

Select Move Money from the Landing Page then select Pay Bills. 
Select the applicable biller account and click anywhere in the biller row. 
Select Details. 

After you select details you will be able to view mailing address of a biller. However, please keep in mind that you will not be able to see the full payee account number ; for security the payee account number only displays the last XXXX digits. However, you can edit or view the account number by clicking on Change or Show. 

I am sorry to inform you I will not be able to provide you list of all your biller along with mailing address. 

It was a pleasure assisting you. Have a nice day! 

Regards, XXXX XXXX XXXX SunTrust Bank- Digital Client Services

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