SunTrust Bank

Report Card
B
Overall Grade
B-
Mortgages Grade
A
Debt Collection Grade
A-
Credit Cards Grade
SunTrust Bank is rated overall in the top 69 percentile (out of 100) based on 3,358 customer complaints.

Statistics

Complaints Currently In-Progress11
Complaints per $100K of Deposits24.1
Complaints Resolved in a Timely Manner99.9%
Resolutions Disputed by Customer21.3%
Average Time Until Resolution38 days

Financial Report

Owner CorporationSuntrust Banks, Inc.
EstablishedSeptember, 1891
FDIC InsuredJanuary, 1934
FDIC Certificate #000867
Number of Branches1,519 (5 International)
Total Assets$182.6 Million (10th)
Total Deposits$139.6 Million (9th)
Total Equity$22.4 Million (10th)
Quartarly Net Income$598.2 Thousand (8th)

Contact Information

Corporate Headquarters
303 Peachtreet Street, Northeast
Atlanta, GA 30308
United Statesflag
Website
http://www.suntrust.com
Data Summary
SunTrust Bank logo

Grade Summary

Overall, SunTrust Bank received a grade of "B" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. SunTrust Bank is rated "B-" in Mortgages, "A" in Debt Collection, "A-" in Credit Cards, and "C-" in Bank Account Services. Click on any of the financial products to see how SunTrust Bank compares.

Overview

SunTrust Bank has received 3,358 consumer complaints since December, 2011 – more than 99% of other banks.

Of those complaints, 99.9% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' SunTrust Bank meets the 60-day response deadline more frequently than 62.2% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 21.3% of customers dispute SunTrust Bank's response to complaints — worse than 63.5% of other companies.

Most of SunTrust Bank's customers complain about mortgages with the primary issue being "loan modification,collection,foreclosure."

SunTrust Bank is primarily a commercial bank with a commercial lending specialization. SunTrust Bank is based in Atlanta, Georgia and is the 10th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, SunTrust Bank receives far more complaints than most other banks. SunTrust Bank recieves more complaints per customer than 99% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against SunTrust Bank
#Financial ProductSub-ProductComplaint IssueComplaint Count
1MortgageOther mortgageLoan modification,collection,foreclosure644
2Bank account or serviceChecking accountAccount opening, closing, or management380
3Bank account or serviceChecking accountDeposits and withdrawals323
4MortgageConventional fixed mortgageLoan modification,collection,foreclosure263
5MortgageOther mortgageLoan servicing, payments, escrow account254
6Bank account or serviceChecking accountProblems caused by my funds being low232
7MortgageConventional fixed mortgageLoan servicing, payments, escrow account165
8MortgageFHA mortgageLoan modification,collection,foreclosure105
9Bank account or serviceOther bank product/serviceAccount opening, closing, or management90
10Bank account or serviceChecking accountUsing a debit or ATM card87
Responses From SunTrust Bank
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation2,2792,277 (99.9%)576 (25.3%)
2Closed with monetary relief655655 (100%)69 (10.5%)
3Closed with non-monetary relief371371 (100%)48 (12.9%)
4Closed without relief272272 (100%)80 (29.4%)
5Closed with relief166166 (100%)30 (18.1%)
6Closed4747 (100%)7 (14.9%)
7In progress2323 (100%)0 (0%)
8Untimely response10 (0%)0 (0%)
Complaints over the Past Year