• Report: #1076438
Complaint Review:

Suntrust Bank

  • Submitted: Fri, August 16, 2013
  • Updated: Fri, August 16, 2013

  • Reported By: frigginpeachy — Swannanoa North Carolina
Suntrust Bank
Swannanoa, North Carolina USA
  • Phone:
  • Web:
  • Category: Banks

Suntrust Bank Suntrust took money from my account and no one can explain why. Swannanoa North Carolina

*Author of original report: Thank you Striderq

*General Comment: What may have happened...

*Author of original report: The rebutt's

*Consumer Comment: Honestly....

*Consumer Comment: missing crucial info

*Author of original report: This is the way it looks on my account

*Consumer Comment: I am not sure

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Suntrust has taken money from my account and stated online that this was for nsf fees. One was for $108 (3 nsfs) and I still had no negative balance after they took this amount. Then the next day $72 (2 nsfs) was removed from my account from suntrust. This one caused me to be negative for one transaction, but the $72 nsf charge was removed first then the transaction. That was why it was negative. This is what I don't understand, suntrust can charge an nsf fee take that money out first then your transaction. Well if I have $50 in my account and they take $36 nsf from my account before the transaction and my transaction was for $20 then of course I am not going to have it in the bank. How can the bank do this? I went to the suntrust bank and no one there could explain to me how this happened except to say they have a new system now. I was told that she would have to get the bank manager to look into this and call me back that was a month ago. No one has called me, when I went back to the bank no one could help because the bank manager wasn't there again. I have tried to call the 800 number and I really get the run around and one of those times I called I was hung up on. I have been with this bank for more than 10 years never has anything like this happened before. I am going to change banks but I don't know where else to file an complaint about this.

This report was posted on Ripoff Report on 08/16/2013 12:00 PM and is a permanent record located here: http://www.ripoffreport.com/reports/suntrust-bank/swannanoa-north-carolina-28778/suntrust-bank-suntrust-took-money-from-my-account-and-no-one-can-explain-why-swannanoa-n-1076438. 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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#1 Author of original report

Thank you Striderq

AUTHOR: frigginpeachy - ()

Yes I can see that could be what happened and I do appreciate you taking the time to explain this to me. I just wish this was on my bank statement like that instead of showing just one negative. But I do understand what you mean and that could have happened that way. Thank you Striderq

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#2 General Comment

What may have happened...

AUTHOR: Striderq - ()

I don't bank at Suntrust but most banks work the same. The biggest difference is if the bank credits any deposits before or after the daily debits.

When the bank does it's nightly processing they take your previous day's ending balnce, and then subtract any outstanding debit card holds. This wll leave your "avaialable balance". The day's debits are then subtracted (usually largest to smallest) and if the available balance goes into the negative you may be charged an overdraft fee (OD) or a non sufficient fee (NSF) charge. The OD fee indicates the item was paid into the negative and appears the same day the item causing the fee posts to your ccount. The NSF charge indicates an item was returned unpaid and usually posts the day after the item was returned unpaid. Therefore the fees on the 17th would have been accessed on items trying to post on the 16th. 

Looking at the account information you provided I see two "recurring debit card charges". One on the 17th for $41.95 and the other on the 18th for $103.33. Most companies will process a hold for these transactions a day or two before they are set to come out. So a hold for $41.95 would have been in place on the 16th and a hold for $103.33 would have been in place on the 17th. If your daily balance on the 16th was say $150.00, then when processing started for the 16th, the bank would deduct the $41.95 hold (plus anything else on hold) leaving you an available balance of $108.05. If a check or ACH for more than this amount tried to process the 16th it would have been returned unpaid and cause the fees on the 17th.

Things that can cause debit card holds that fall off without processing include but not limited to: purchasing plane tickets; making hotel reservations; using a bar tab; recurring card purchases and some gas purchases. I hope this helps explain what it looks to me happened from my bank customer service experience.   

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#3 Author of original report

The rebutt's

AUTHOR: frigginpeachy - ()

There is a third (balance) column. Debit, Credit and Balance.The change is the only thing cut from this, not on purpose it just happened when I tried to copy and paste. I also removed my info from the locations and where I spent. On the other rebuttal yes it has been a month ago, but I did explain that I did go to the bank when this happened. I am still waiting for an answer. Also I can not copy and paste my statement it will not come out right and I am not going to put my whole information out there for people that just like to argue for the sake of arguing. Now I was told at the bank there has been a new system put in place at Suntrust. I was just wondering if someone had the same problem and if someone could give me some advice, I don't need or want nasty I get enough nasty everyday. So if someone out there that has Suntrust starts to notice there account going haywire, it may be the new system that was put in. I have had this account for 15 years and I know when I have messed up I am not perfect, but this time it made no sense to me. 

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#4 Consumer Comment


AUTHOR: Robert - ()

 You may never know what happened..because it is over a month later.  So just on that fact you COULD make at least a small case that the OD fees are invalid.  However, you are looking at your on-line balance and that is "real-time" meaning that you see it as the bank sees it right at this moment.  The time to figure out what happened was during that time..not weeks after the fact.

First you have to understand a few basics..The bank will not just randomly put overdraft/NSF charges on your account..sorry as much as people want to think it is the case no bank would be that stupid.  So it is very likely that there was something during that time that put you into the negative.  It could be something as simple as you attempting to make a purchase and having a hold put on your card(which will take away from your available balance).  But because it was only a hold it "drops off" and once it is gone...it is gone.  But it doesn't take away from the fact that during that time you probably did show negative.  It may even even have something to do with this $392 CREDIT....did you perhaps buy something and then return it?

Next, you are only showing a few days.  The actual issue may be before or after these dates.  It all depends on how the merchants submited the debits and how the bank "sees" them. 

They key again is that at some point you were negative by most likely attempting to spend more than you have available at some point.  And to avoid this in the future you need to make sure that you keep a written register.  Then with this register write down every transaction and..here is the important part..NEVER even attempt to spend more than you have available.

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#5 Consumer Comment

missing crucial info

AUTHOR: coast - ()

"This is the way it looks on my account"

The info you provided is useless without the third (balance) column.

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#6 Author of original report

This is the way it looks on my account

AUTHOR: frigginpeachy - ()

                                                                                                 Debit    Credit    Balance

07/19/2013      ELECTRONIC/ACH CREDIT                         
       $362.09 $297.28
07/18/2013   RECURRING CHECK CARD PUR     
$103.33   -$64.81
07/17/2013   OVERDRAFT ITEM FEE                 $72.00     $38.52
07/17/2013   POINT OF SALE DEBIT                        $10.66      $110.52
07/17/2013       RECURRING CHECK CARD PURCHASE      
$41.95         $121.18
07/16/2013        OVERDRAFT ITEM FEE                               $108.00         $163.13
07/16/2013        CHECK CARD PURCHASE                                $11.07           $271.13
07/16/2013        ELECTRONIC/ACH DEBIT                            $20.31          $282.20

This is what my account looks like online. 

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#7 Consumer Comment

I am not sure

AUTHOR: MochaG - ()

"One was for $108 (3 nsfs) and I still had no negative balance after they took this amount. Then the next day $72 (2 nsfs) was removed from my account from suntrust."

Could you give a detail of what really happened? If there are 3 NSFs, it could mean that there are 3 attempts to take the fund out of your account when it does not have enough. For example, you have $150 in your account today. Then you wrote 3 checks dated the same day for today that are higher than $150 (i.e. $200, $250, $400, etc.), and the vendors attempt to cash the check on that day. Even though the check is not cleared on that day, the bank may use the deposited date as the day the fund would be deducted. Therefore, 3 NFSs occurs and deducted from your bank account, and would still leave your account positive ($42). Then the next day, either the vendor or the bank attempts to deposit the two same checks again. This time, your account has only $42 left. After deducted $72 from 2 more NFSs, your account becomes negative (-$30).


This one caused me to be negative for one transaction, but the $72 nsf charge was removed first then the transaction.


If you could prove that they switch your 'deposit' transaction, then you would have a case and may be able to get the NFSs charges back. Otherwise, it is very difficult to prove.

Remember, do not write a check to pay out the same day you are depositing money in. You must always deposit the money into the bank at least 24 hours before you allow the check to withdraw (except check deposit which should be at least 4 business days). Every bank is the same, so you may have to learn how banking works.

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