Consumer complaint received 2017-08-20
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XXXX XXXX I made a deposit through an ATM of a check for the amount of {$2.00} to my SunTrust Bank Checking Account. On the XXXX, I received a text message warning me that the check had been returned and my account was overdrafted for more than XXXX . I went to the bank and a representative informed me that the check was returned and on the XXXX of XXXX I would have my previous balance credited again on my account. Days later, I made a phone call to the SunTrust Call Center and a representative informed me that the funds were being held and that this hold would expire on the XXXX, making the {$2.00} available to me, she even refunded me ( as a courtesy ) of some returned items fee, because the transfers I had previously made with a positive balance were being returned because of the overdraft. On the XXXX of XXXX, I made a call again to the SunTrust Call Center and another representative informed that, the hold would expire today but I would be able to use the funds by the XXXX. On the XXXX, I checked my account and I had an available balance of {$2.00} and a current balance of {$230.00}. Again, I made a call, spoke to one of the representatives, and I asked her what the difference between the two balances shown was. She told me that the available balance was the money that was available to me, and the current balance was the money from my previous statement. I even asked her that if I wanted to make a withdrawal of over the {$200.00} shown on the current balance I would be able to, and she confirmed yet again that Yes, because whatever is shown on the available balance is what is available to me. In the afternoon, I went to the SunTrust Bank XXXX XXXX XXXX, and made an over the counter withdrawal of {$1600.00}, which was given to me without hesitation. On the following day, at XXXX, I received a text message saying that my account was overdrawn for the amount of {$1.00} and that I needed to make a deposit by XXXX the XXXX before they could start charging me an overdraft fee. When I called the representative, she told me that the amount was never supoused to be in my account and that the only way I could bring a negative balance to a positive balance was making a deposit. When I explained to them that the representative had confirmed to me that I could use that money and that the withdrawal I made without any kind of issue was over the counter in a branch, she told me that, yes it was their mistake, and that they could not do anything about it. I asked to speak to a supervisor, she told me the same thing over and over again. Then, I asked to speak to a manager, and she provided me with the same speech, also adding that I should keep track of my account balance. When I told her that I did, and that is why I had been calling so much, speaking to their representatives, one of which confirmed to me that the money was available to me, she told me I was right, that SunTrust should not provide wrong information, and they did so 4 times, but still they would not credit my account because it is my responsability. How is this my responsability? I did what anybody else would have done ; I kept track of my account, and called them everytime I had a question, even though now I know they always gave me wrong information. I can not be held responsible for their mistake.

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