Cherie sent a message to William H. Rogers, Jr. Chairman, President and Chief Executive Officer of SunTrust Banks Email Address that said:
Dear Mr. William H. Rogers, Jr.
My husband has banked with you for 25 years. I recently began managing our properties account and made a double mortgage payment through your bill pay center in January 2016. I realized the error and called the bank to place a stop on one of the two payments around the 19th of January. My understanding was that it was tended to (stopped) during one of two calls but i was also instructed that i could use the stop payment on line for future reference. The first payment cleared on the 22nd of January but i did not see any indication of a stop payment noted anywhere in my account for the second. I was nervous about it so I attempted to follow the stop payment electronic feature on your site for peace of mind. The check cleared two weeks later on February 4th in spite of my efforts to stop it, leaving the account severely overdrawn for three days. In addition, I made 13 small purchases before I became aware of it. I called customer service to quickly remedy the situation and was told that I had to file a fraud report and wait 8-10 days to process. I did that and also made a $1000 deposit to bring the account current in the interim. Two plus weeks later and several calls we still did not have a 'determination' on our case nor did we have anyone reach out to contact us. My husband and i went to our local branch to try and move forward. I was told that I did not enter the correct check number therefor the mistake was mine...to the tune of $494.00 (plus a $25 fee for the privilege of an account analysis that i neither requested nor authorized.) When i asked for the account manager in the bank to show me where to find the assigned check number on a bill pay transaction using your system, she said she didn't use it and did not know how... but that she would escalate our request to remove the service fees from our account up to her branch manager. I stopped by the next day and was told that it was since escalated beyond the branch manager to a regional manager and that someone would contact us the next day..no one called. One week later we have had no response. It was then explained to me that the regional manager had a very big territory and was very busy and that it was just going to take some time for her to contact us. It has been a month all told ...and do you really intend to keep $519 in service fees from a mistake i made that i made every effort to correct weeks before the transaction cleared my account....really...