Consumer complaint received 2018-02-05
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: SUNTRUST BANKS, INC.

Complaint:
I opened a new business account with a local Suntrust branch back on XX/XX/2017. I already have a personal checking account with Suntrust for several years now. When I initially opened the account I made a {$100.00} deposit and was instructed on what the fees were for monthly charges, bank wires etc. I only had 2 transactions through this account period I made 2 wires through the bank to acquire a investment property for the business. I was told the wires would cost {$35.00} each. No other fees would be required as I was told there was a current promotion for new accounts where monthly fees were waived for the first year. I thought that's great! So I was initially happy and satisfied with the new account and service. Now fast forward one month and I get a overdraft notice from my bank. I am overdrawn by {$160.00}. I logged into my account to see that I was charged an account Analysis fee of {$180.00}. I immediately called the bank rep who opened my account and could not initially get in touch with her. I finally got a call back a week later and was told to come into a branch to discuss. I came in and was told I needed to speak with a branch manager but she was not there that day. I got a call a few days later from the branch manager who made an appointment for me to come in and talk in a couple of days. I took off work early to go into the branch and spoke with her and took about 45 mins with her on the phone with customer service to try and get the fees reduced. She advised me that I was signed up for a service that requires higher fees. I explained to her that I did not need any service and that I only signed up for a simple checking account. I told her I had to leave to get my grandson from school and she assured me she would get it all straightened out and call me shortly. Well I never received a call from her. So I went back into a branch the next morning after taking off more time from work and spoke with a bank rep who told me the manager was not in and I would have to make another appointment with her. I am getting frustrated at this point and told the rep to please leave a message for the manager to please call me asap. I was assured that the message would get sent. I also called her cell phone and left a message with her as well. Well fast forward 2 weeks have passed and I am getting nothing but run around and no calls returned, My bank is still overdrawn with fees that I did not authorize. I told one rep I wanted to close the account but am told I can not do that until I pay the overdraft fees and bring the account to a XX/XX/XXXX balance. I have only had this account opened for 3 months and only did 2 transactions through it and I'm being charged outrageous fees and. I feel like they are extorting fees from me as I can not even close the account to prevent more fees from accruing. I want the fees refunded and my account closed asap I will take my business elsewhere.

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