Jessica Butters sent a message to William Rogers that said:
To whom it may concern,
My name is Jessica Butters and I have been a customer with Suntrust since 2010. Iâve never had any problems with Suntrust and have never even considered going to another bank, until today.
I recently went on a trip to California and had to make several charges on my debit card as one is prone to do while on a trip. When I arrived back home on November 10th 2015 I checked my online banking and everything was fine. I was about 200 dollars in the black and knew that my paycheck would be coming in on Friday the 13th so I had nothing to fear.
When I woke up that Friday morning I was assessed NINE overdraft fees. I thought to myself, âHow did this happen? Why wasnât I notified?â Not only did my app and your online banking system not notify me of the nine charges coming onto my account, but they were assessed over night one after the other. One charge was a charge of seven dollars and change that was charged and overdraft fee of THIRTY FIVE DOLLARS! âThis has to be a joke,â I thought to myself.
I called your online support system and they said they could only remove one charge. I even asked for a supervisor and they said the same thing. The supervisor did tell me that I should go to a bank and speak with one of the managers as they would be able to help me.
Monday the 23rd I went to the bank closest to me on 11700 N. Kendall Drive, Miami Florida and asked to speak with the manager. I was told to speak to a personal banker who then gave me the managers card and told me that the manager was out right now but that she should be in the next day.
Tuesday the 24th I call and speak with the manager. I am told by the manager that she herself has no power to remove the overdraft fees but that she will hand the issue to someone higher up, who I was not given the contact information for, and that if the overdraft fees were corrected I would see a credit on my account. If they werenât, I would just have to put the money into my account. No call. No notification. No reason why, just put in the money and say good bye to my hard earned money due to Suntrusts lack of a proficient online banking system. The icing on the cake was when she told me, âYour mother would be very upset with you.â What a breach of professionalism. My mother would be very upset with me? Iâm a 23 year old grown woman I donât need someone telling me what my mom would think of her banks faulty charges against me.
Due to this lack of professionalism and total lack of assistance to someone who has been with your bank for the last five years and has always recommended you to my friends I will no longer be a member of Suntrust and DEMAND that the overdraft fees assessed be refunded back to my account as it was no fault of my own but rather your banks fault for charging me when there was no way I could have deposited money or any way of knowing that I was being charged.
Thank you,
Jessica Marie Butters
