• Report: #475609

Complaint Review: SunTrust Bank

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  • Submitted: Sat, August 01, 2009
  • Updated: Sun, August 02, 2009

  • Reported By:Valrico Florida
SunTrust Bank
www.suntrust.com Tampa, Florida U.S.A.
  • Phone: 800-786-8778
  • Web:
  • Category: Banks

SunTrust Bank Bad customer service Tampa Florida

*Consumer Comment: RE: Update

*Consumer Comment: Your upset at the wrong company..

*Author of original report: I have had fraud reported to my bank

*Consumer Comment: Trial membership?

*Consumer Comment: Not A Bank Issue

*Consumer Comment: the tanning salon....

*Consumer Comment: the tanning salon....

*Consumer Comment: the tanning salon....

*Consumer Comment: the tanning salon....

*Consumer Comment: Advice

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I have a joint SunTrust account with my daughter and on 7/17/09, when she got paid, she noticed that there was a debit of $130 from an unknown company. On Saturday, 7/18 we went to the branch that was opened on Saturday, and we were told that the amount was still "on hold" and there was nothing that we could do until it was acutally posted.

Of course, she had no access to that amount either. We were told by the bank representative that that same company had tried several times that same week to withdraw the amount, but since she didn't have enough funds, it did not go through. Because of this incident, she turned in her debit card, and requested to have a new one issued.

The next business day, 7/20 I went to the bank to file a "fraud affidavit", because we still didn't know who that company was. I took the form to my daughter's office for her to sign and took it back to the bank, so they could fax it to their "Fraud Department". I was told by the bank representative that in 4-5 business days, we would have a "provisional credit" until the investigation was completed.

A few days later, a bank representative called my daughter and asked her if she had visited a tanning salon. My daughter told her that she had a "trial" in June and she paid them $15.00, with her card. After that, I talk to the bank representative, and she told me that this was not considered fraud, but that because my daughter had given this tanning salon her card # therefore, it was going to be considered a "courtesy" call. She never authorized this company to withdraw $130.

I explained to her (bank representative) that the affidavit form that they had given us had an option (#2) where you explain if you had used a vendor/establishment in the past, but you had only authorized certain amount, it would still be considered fraud. She insisted that we had authorized the use of the card and it was not fraud. Why do they have that option on their form, if its not going to be considered as fraud?????

I have called numerous times their Customer Service #, been transferred to their Fraud Department, and told many times, that this "provisional credit" could take up to 60 days!!!!!

What the heck!!!! If it is provisional, they should be able to put it on her account until they do their investigation, and if it is determined that we are responsible, then take the credit back.....

I have requested (twice) to have a supervisor call me and they tell me that someone will call me within 24 hours hours. Its been 48 hours, and still nothing...... My daughter is a single mom of a 4 year old and she could use the $130 to get her daughter ready for school. The fact that this whole ordeal is going to take 60 days to get resolved is just proposterous.

We are using the forms that they provide to us, and now they are taking their opinions back. The fact that no one has called after I have given them my phone# twice and been told that its going to be in 24 hours, is really bad customer service. I do not recommend this back.

I personally have another back, which gives you the provisional credit until they finish their investigation. I am going to have my daughter change banks, and go to mine, since it seems like she is out of her $130 anyway.

Lourdes
Valrico, Florida
U.S.A.

This report was posted on Ripoff Report on 08/01/2009 03:40 PM and is a permanent record located here: http://www.ripoffreport.com/r/SunTrust-Bank/Tampa-Florida/SunTrust-Bank-Bad-customer-service-Tampa-Florida-475609. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 10Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

RE: Update

AUTHOR: Robert - (U.S.A.)

Seems your update didn't post until after I wrote the above comments, so there is some other items. Just note that I am not defending this bank, but trying to give you suggestions as to the actions to take. It would be the same advise if this was any other bank as well.

As you see from your update it did change from the $15 trial to her signing a contract for $30 a month, that you said she cancelled. Just based on how companies such as Tanning Salons work, I can almost guarantee that there was a provision in either the original contract or the cancellation paperwork that had an "early cancellation penalty". You keep saying that you are "pretty sure" you are out the $130. If you are saying that there is still more to this report and they have an authoriziation for the penalty in the form of the $130 charge. I am not sure why you are upset that they won't provide a provisional credit on something they would end up removing anyways.

Banks are not Courts or Judges, in that if the tanning salon provides sufficent proof of the authorization, they will side with the merchant. They do not get involved in "contract" disputes. You say you had a similar case, but it is impossible to say if it was the EXACT same situation.

If you are sure you are right your next step is to take the Tanning Salon to Small Claims Court. In court they need to provide proof of the authorization. If they have it your daughter will loose, and again makes any "provisional" credit from the bank meaninless. If they don't your daughter could prevail. If your daughter does prevail, not only would she get the money back, the court costs, but if she can be prove that that debit was the cause of any additional OD fees they could be held responsible for those also.
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#2 Consumer Comment

Your upset at the wrong company..

AUTHOR: Robert - (U.S.A.)

Most likely when your daughter signed up for a "trial" she actually signed a contract for tanning services. Gyms and Tanning salons are (in)famous for having you sign up for additional services.

The option #2 you say when they say did you visit a merchant and they charged more than you authorized. For example if you visit a store and have a receipt for $15 but they charged $150. In her case they most likely have a contract that says she agreed to pay them $130. So she DID authorize it.

As for "provisional" credits all banks handle them the same way. It appears by their call that this is what happened and they were not going to issue one because they would just be dening the claim anyways. If they deny the claim they remove the "provisional" credit without notice. So if your daughter spent it like it was permenant, once removed if this causes her to go into Overdraft they start hitting her with the OD fees. Then you would be here writing a report how they gave her the credit when they knew they were going to deny the claim just so they can charge her OD fees.

You don't say how old your daughter was, but since you are still on her account, are the one dealing with the bank, and writing this report I am figuring that she is younger. So if your daughter is under 18 you may have an "out" in that she can not legally enter into any contracts. This is still an issue with the Tanning Salon and not the bank however. If she is over 18 you can also have her take this as a lesson learned. In that she should never sign anything unless she fully reads and understands every line in the document. If she does not she needs to find someone who can explain it to her.

If you do want to still fight it your next moves are with the Tanning Salon. You need them to produce proof, in the form of a contract, that shows your daughter agreed to the $130 deduction.
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#3 Author of original report

I have had fraud reported to my bank

AUTHOR: Lourdes - (U.S.A.)

The reason that I know that my bank provides the provisional credit while doing the investigation is because the same thing has happened to me, and my bank operates differently as far as handling fraud reports.
We have talked to the tanning salon and she even has a signed contract cancelling the subscription, still no money refunded. They charged the credit card $130 when if she had a monthly subscription, it should have been $30 a month for unlimited sessions. Nowhere in the contract did it contain the $130 month charge.
I am pretty sure that we are out of the $130, but find it as bad customer service the way the bank has handled this case.
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#4 Consumer Comment

Trial membership?

AUTHOR: Edgeman - (U.S.A.)

Your daughter needs to double check the terms of that trial membership. By any chance, did it say that she would be charged for a longer membership if she didn't cancel within the trial period?
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#5 Consumer Comment

Not A Bank Issue

AUTHOR: Jim - (U.S.A.)

Lourdes, you need to take this up with the tanning salon, not the bank. The reason you should not get the money put into her account (a bad idea at this point) is that it's already been determined that the $130 isn't hers any longer; by your own words, the bank has already figured out your daughter spent the money. Don't count on the $130 being put into your account until you clear things up with the tanning salon. BTW - they should be the people you file a report against...not the bank.

Also, it is not considered fraud because the debit card itself did not have a limit placed on it, so this 'limit' you speak of is irrelevant. Just plan on your daughter's back to school spending should not include the $130 - end of story.

Finally, all banks are the same. If this was your bank, she would still be out $130. You can pick any bank out there - they are all the same, and they ALL operate the same way. Yes, even your bank. The only difference betwen banks is the name on the building. Don't believe me? Look up your bank on ROR and you'll see what I mean. They're all the same.
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#6 Consumer Comment

the tanning salon....

AUTHOR: Lilybelle - (U.S.A.)

what do they have to contribute to this? signed contracts? have you contacted them?
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#7 Consumer Comment

the tanning salon....

AUTHOR: Lilybelle - (U.S.A.)

what do they have to contribute to this? signed contracts? have you contacted them?
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#8 Consumer Comment

the tanning salon....

AUTHOR: Lilybelle - (U.S.A.)

what do they have to contribute to this? signed contracts? have you contacted them?
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#9 Consumer Comment

the tanning salon....

AUTHOR: Lilybelle - (U.S.A.)

what do they have to contribute to this? signed contracts? have you contacted them?
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#10 Consumer Comment

Advice

AUTHOR: Susan - (U.S.A.)

You need to argue with the tanning place and demand proof that she signed for a tanning package.

Your daughter went there for a $15.00 trial? My guess is your daughter didn't read what she was signing (thought it was the liablity disclaimer), or knew she signed up for a years worth of tanning and is now saying she has no idea.

Your complaint is with the tanning place and not the bank.
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