Kengi Thompson sent a message to William H. Rogers, Jr. CEO, SunTrust Banks, Inc. - email address that said:
Date: April 25, 2017
Acct ending : 7899
To Whom This May Concern,
I feel it is very sad when a customers have to go to the Corporate levels to get the customers service they deserve. However, apparently I need to seek further assistance in this matter that has caused me such havoc.
This letter is in regards to claim # 3159867 filed on 3/29/17. On 2/23/2017, I made a payment to a website company called Cyber Junkiez via my PayPal account using my SunTrust check card because I felt this would be a security measure for me, versus paying the merchant directly :(. But, I was wrong. Even though, I never received the service paid for via my SunTrust debit card, I feel Sun Trust has done nothing but given me the run around with helping me getting my funds back. SunTrust has given me constant excuses about my funds being returned. Although all calls are recorded and monitored, I keep getting conflicting/ contradicting information about my funds. When, I initially filed the claim on 03/29/2017 via a CS representative it was stated that a temporary credit would be applied to my account while the investigation was ongoing. Well I never received that credit; therefore, followed up with SunTrust. Upon following up about the temporary credit , the representative stated there was no such way to apply a credit and I would have to wait 60day from the date of initiating the claim (which will be 05/29/2017 before I know anything). I thought to myself thats ludicrous, it takes a billion dollar bank 60 days to resolve a dispute, WOW! So, I took the initiative of doing Sun Trusts work and contacting the merchant (PayPal) myself to get the ball rolling (because I ‘m a single mother of two sons and have no time to waste regarding my money. After contacting PayPal, an investigation was started promptly and within 24 to 48 hours I had a response and the investigation had been completed and a chargeback was initiated. I was told by PayPal that the funds had actually been refunded back to the bank SunTrust on 04/20/2017. Also, PayPal gave me the a confirmation # for the refund (PayPal confirmation # PP00578354002) well, today is 04/25/2017 and I still do not see my funds refunded and the excuse given again is we have 60 days. I just want to acknowledge how disappoint with SunTrust and its customer service Im. I feels like exceptional customer service has gone by the way side and its pretty ridiculous and unfair that a billion dollar bank is holding my $391.32 just because it has 60 days.
Although, I had the highest of respect for SunTrust, this matter has put a bad taste in my mouth for the bank and its horrible customer service ethics. I will be issuing a letter of complaint to the CEO and the Board of Directors of the bank regarding this issue. Also, Im contacting my Legal shield Attorney to gain counseling regarding this matter. It is just unfair to have to wait 60 day for my monies that the bank is just holding, if the merchant has issued the refund just give me my money.
Also, I just have to add this excuse given to me on 4/24/2017 by Ms. Lori an actual SunTrust Supervisor, regarding why my funds are being held for 60 days. Ms. Lori stated that “MasterCard has to issues my funds back to me”. Question: What does MasterCard have to do with this matter? No wonder people are having their doubts about our banking industry and going with prepaid companies instead.
Unhappy Customer,
Ms. Kengi Thompson
