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When you have banking questions, we have answers.

Below is a list of answers to the most frequently asked by our clients. We've organized them by the topics on our site to make finding your answer even easier. If you don't see what you're looking for here, feel free to give us a call at 800.SUNTRUST.

Frequently Asked Questions

Getting Started:

What is the SunTrust Mobile App?

The SunTrust Mobile App is complete, self-service banking from your smartphone—only a download away. Whether you need to pay a bill on a vacation, deposit a check from the comfort of your couch, or check your balance, the SunTrust Mobile App lets you bank securely any time—wherever you are.

With the SunTrust Mobile App you can:

  • Check balances
  • View history
  • Search 180 days of deposit account transactions
  • View check images
  • Transfer funds
  • Pay bills
  • Deposit checks
  • Request advances
  • Locate nearest ATM/branch
  • Access financial resources like articles, calculators and more

SunTrust credit card holders can view additional details such as due date, minimum amount due, available credit and more. For SunTrust consumer credit cards, you are able to make a payment to the card or request a cash advance to an eligible SunTrust checking account.

How do I switch my direct deposit?

With our online SwitchAgent™ service, you can now transfer your existing Direct Deposit and other automatic payments (such as insurance, mortgage and more) from your old bank to your new SunTrust account.

What will I need to provide when I open an account?

You will need documents that show your legal name, permanent street address, Social Security number or TIN, and date of birth. Appropriate forms of ID include a driver’s license, state-issued identification or valid passport.

Frequently Asked Questions

Banking Basics:

Where do I find my bank account number and routing number?

These numbers are located on the bottom of every check. You can use the image that is illustrated on the Routing Transit Information page to help you locate the numbers on your check.

How do I sign on to Online Banking?

From the SunTrust home page, you will see an "Online Banking Sign On" box in the upper left corner of the page. Enter your User ID and Password in the text boxes and click "SIGN ON."

How do I change my address and phone number?

If you have Online Banking, you may sign on and send us a secure message, or you can call us at 1-800-SUNTRUST (1-800-786-8787).

How do I stop payment on a check?

You can stop a payment on a check by signing on to Online Banking and choosing "Support" from the top of the page. Under "Find it Fast," choose the "Stop Payment" link listed under "Accounts." Stop payments can also be placed through our automated phone service at 1-800-SUNTRUST (1-800-786-8787).

How do I get check copies?

If you have Online Banking, you may sign on to see and print your check copies or you can call us at 1-800-SUNTRUST (1-800-786-8787) to request them by mail.

How do I get statement copies?

If you have Online Banking, you may sign on to see and print your statement copies or you can call us at 1-800-SUNTRUST (1-800-786-8787) to request them by mail.

How do I order checks online?

Deluxe Corporation is SunTrust's preferred provider for ordering checks online. You can reorder personal checks or business checks through the Deluxe Corporation website. If you experience errors using this service, you may not currently be able to reorder your SunTrust checks online. Please speak with a SunTrust representative at 800.SUNTRUST (800.786.8787) or visit your local SunTrust branch.

What is quick balance view in Mobile Banking?

The quick balance view feature allows you to check your balance without signing on.

Remember: Quick balance view cannot be enabled if the Remember My User ID box is not checked.

To enable quick balance view, perform one of the following steps:

  1. When you sign on, in the pop-up message, tap "Yes."
  2. Once you have signed on, tap the "Home" menu button.
  3. Tap the "Profile & Settings" page, then tap "Enable Quick Balance View."
What is Overdraft Protection?

Overdraft Protection allows you to link your account to an established protection account so that your transactions are covered by the balances or available credit in your protector account. Available protector accounts include SunTrust deposit accounts, credit cards, personal lines of credit, and Overdraft AssuranceSM lines of credit. Once you have set up Overdraft Protection, you will not incur overdraft fees if you overdraw your account and there are available funds in your protection account. There is a $12.50 transfer fee per daily transfer for this service. (Note: Special rules apply to Overdraft Assurance lines of credit. Visit the Overdraft Services page of Facts About Banking for additional details.) If your Overdraft Protection account is a savings or money market account, transfers will count towards the maximum number of 6 withdrawals and transfers per month per Regulation D and bank requirements.

If I don’t accept Overdraft Coverage, what does that mean?

This means that the Bank will not authorize ATM or one-time debit card transactions if your account does not have sufficient funds to cover the items and will result in the transaction(s) being declined at the point of sale.

Is there a fee to accept Overdraft Coverage?

No. There is no fee to accept this service; however, if you accept Overdraft Coverage and an item is paid resulting in an overdraft of your account, an OD fee of $36 may be assessed. However, if you deposit or transfer enough funds to bring your balance positive by cut-off that day, you will not incur any fees.

Is anyone exempt from making an Overdraft Coverage decision?

Federal Regulation E mandates the requirements for Overdraft Coverage. However, Regulation E does not cover Business client transactions, and therefore Business accounts are not allowed to be setup for Overdraft Coverage. All consumer checking account clients at any bank are impacted by Regulation E and must accept Overdraft Coverage in order to allow the bank to pay ATM and one-time debit card transactions when their available balance is not sufficient to cover the transactions and assess overdraft fees, up to SunTrust's daily maximum of six total Overdraft and Returned Item fees per day. If a client declines Overdraft Coverage or does not make an election, the bank will decline ATM withdrawals and everyday debit card transactions at the point of sale when funds are not available in the consumer deposit account.

Can I change my decision to accept Overdraft Coverage?

Yes. You can change your decision to have Overdraft Coverage at any time through Online Banking, by phone or in a branch. After you let us know your Overdraft Coverage decision, it will take up to two business days to go into effect.

Does Overdraft Coverage apply to checks/recurring payments?

No, Overdraft Coverage only applies to ATM and one-time debit card transactions. Checks and automated or recurring payments (e.g., monthly movie rentals, gym memberships and subscriptions) aren’t affected by Overdraft Coverage and may be paid or returned if your balance is not sufficient, and applicable overdraft or returned item fees may be incurred. SunTrust pays overdrafts at our discretion; we do not guarantee that we will always authorize and pay any type of transaction.

How do I add or change Overdraft Protection?

You can add or change your Overdraft Protection settings in Online Banking, by phone or in a branch.

Can I accept Overdraft Coverage without Online Banking?

Yes. SunTrust clients can also call 800.485.7279 or visit their local branch to accept coverage.

What is Overdraft Coverage versus Overdraft Protection?

Overdraft Coverage allows SunTrust to pay ATM and one-time debit card transactions for you when your available balance is not sufficient to cover the transaction. You may be charged up to $36 for each overdrawn item that is $5 or greater. (Note: The number of fees you can incur per day is limited to six total Overdraft and Returned item fees.) Overdraft Protection helps you avoid overdrafts by linking your checking account to another SunTrust deposit account, credit card, Access 3 or other personal line of credit, or Overdraft Assurance line of credit, and automatically transferring funds when necessary. There is a $12.50 overdraft protection transfer fee charged to the protected deposit account each day we transfer funds on your behalf. (Note: Special rules apply to Overdraft Assurance lines of credit.) Keep in mind that SunTrust pays overdrafts at its discretion, which means we can't guarantee that we will always cover every transaction. You can avoid being charged any fees by making a deposit or transfer by cut-off that day to cover the overdrawn balance.

Under what circumstances could my account become overdrawn?

An account can become overdrawn because of: 

  • Items that are paid or returned when there aren’t sufficient funds in your account to fully cover them
  • Checks previously deposited are returned and thus charged back to the account
  • Service charges such as monthly maintenance fees, NSF fees, etc.
How are the five business days for extended overdrafts counted?

SunTrust begins counting on the first day the account is overdrawn. For example, if the client’s first day of being overdrawn is Monday, that is day one. Therefore, the client has until cutoff on Friday night to make a deposit to avoid the Extended Overdraft Fee.

Frequently Asked Questions

Making Transactions:

How do external transfers and Bill Pay differ?

The Bill Pay functionality allows you to pay bills like your utilities, for example, using Online Banking. External transfers let you transfer money between your SunTrust account and your accounts at other banks or financial institutions.

What information is needed for a wire transfer?

To send a wire within the U.S., you will be asked to provide your name, complete street address, SunTrust account number and crediting information. The crediting information includes the bank name, complete street address, routing number and the recipient’s name, complete street address and account number.

How do I dispute a debit or credit card transaction?

Charges can be disputed through Online Banking or by phone. To submit a dispute by phone, please call 800.477.9702.

What do I do with my check after making my mobile deposit?

We recommend that you write Submitted for Mobile Deposit and the date submitted on the front of the check. Destroy the check after 10 business days.

What can’t be deposited via Mobile Deposit?

The following items are not eligible for deposit via Mobile Deposit:

  • Canadian checks
  • Foreign checks
  • U.S. savings bonds
  • Treasury Tax & Loan (TTL) payments
  • Travelers checks
  • Money orders
How many checks can I deposit at a time with Mobile Deposit?

You can deposit one check at a time, but there is no limit on the number of checks you deposit, if you have not exceeded your per-month dollar amount.

Your Mobile Deposit limit is displayed in the Mobile App under "My Deposit Limits"

Is there a daily dollar limit for my debit card or ATM card?

Yes. Debit cards and ATM cards have daily purchase and withdrawal limits. These limits can be found in your Personal Accounts Fee Schedule, or you can contact a SunTrust representative at 800 SUNTRUST (800.786.8787) or visit your local branch for information on these limits.

What is an EMV Chip-Enabled card?

A chip-enabled card contains both a magnetic stripe and an embedded microchip. The chip helps reduce fraud by making it more difficult to duplicate the card or make a purchase without authorization. Chip technology cards are already in wide use around the world.

How do I make EMV Chip Card transactions?

At retailers and ATMs with chip terminals, insert your card into the card reader and follow the prompts on the terminal or pin pad to enter your Personal Identification Number (PIN) or provide your signature.

At retailers without chip terminals, you should swipe your card and sign as you do currently.

You can also continue to use your card as you did before for online purchases and payments.

Are there any fees associated with EMV Chip-Enabled cards?

No, these security enhancements are provided by SunTrust at no cost to you. No additional fees apply as a result of upgrading to SunTrust cards with chip technology.

Frequently Asked Questions

Tracking Balances:

How do I access my available balance?

It's easy to monitor your available balance through Online Banking, Mobile Banking, or by calling 800.SUNTRUST. You can also sign up for email and text alerts in Online Banking to help manage your account activity.

How do I switch my direct deposit?

With our online SwitchAgent™ service, you can now transfer your existing Direct Deposit and other automatic payments (such as insurance, mortgage and more) from your old bank to your new SunTrust account.

How do current balance and available balance differ?

Your available balance is the money in your checking or savings account that's currently available to you. This balance is updated throughout the day with any pending transactions you might make—getting cash from the ATM, paying for lunch with your debit card, transferring funds over the phone or online, cashing a check, sending money via a wire transfer, etc. The available balance reflects any pending or cleared/processed transactions, and any holds. Your current balance (also called ledger balance) is the actual amount in your account and does not change throughout the day. It does not include holds or pending transactions. For example, if you used your debit card to buy gas late last night, you might not actually be charged until the next day when the gas station processes this transaction.

What is a pending transaction?

A pending transaction is a transaction that has not been posted to your account, but is reflected in your available balance. The check portion of a pending deposit has been received but is not yet available for use and is not included in your available or current balances. For example, a Direct Deposit may be a pending transaction until it posts. A debit card purchase may be pending until the merchant sends in the final transaction for payment. Remember, in situations where there is a gratuity amount (such as restaurants and barber shops) or estimated authorization amount (such as gas stations and hotels), the final transaction amount submitted by the merchant may differ from the original pending transaction amount. SunTrust will know the final transaction amount once the merchant sends it to us.

Why do some items pend, then disappear before they post?

This is because the merchant may authorize your card for a purchase, which would cause the transaction to appear as pending in your available balance. Debit Card purchases usually take 24 hours to post, but can occasionally take up to five days to clear. In rare situations in which your purchase is no longer pending and has not posted, it means the merchant has not yet submitted the item for final posting and the transaction will disappear from your transaction activity. If we have authorized the transaction, it will reappear once the merchant submits the final transaction.

Why do some debit card amounts change before posting?

For debit card purchases, merchants may ask us to approve an initial amount and send the actual transaction amount later. A common example of this occurs when you visit a restaurant. The merchant might authorize the amount of the bill without adding in gratuity. Later, when the merchant submits the final transaction amount, your gratuity will be included.

What is a merchant authorization?

A merchant authorization is when the store where you make a debit card purchase submits the transaction for approval to ensure you have sufficient funds in your account to cover the purchase. After the authorization is sent, the merchant will send a settlement transaction to reflect the actual amount of your purchase. Usually the transaction will post within 72 hours, but may take five days or more.

Can this morning’s Direct Deposit cover last night’s checks?

Your employer will let us know the date on which to make the electronic deposit, and we will then deposit the funds into your account effective on that date. Say your effective date of deposit is the 15th, the funds wouldn’t be available for items posting on the 14th. Read more about when money goes in and out of your account here.

When will my in-branch check deposits be available?

Deposits made prior to the branch’s daily cut-off on a business day will post that night (times vary, please check with your local bank). If no holds are placed, the deposit is available to cover checks or other items posting that night, and available for debit card transactions and ATM withdrawals the following day. Deposits made after the daily cut-off will post the next business day. If there is a hold placed on your deposit, those funds are not available to cover items during posting or for withdrawals and purchases until the hold expires. If a hold is placed, you will be notified via mail of the dates the funds will be available for payment or withdrawal. You will also be able to see any holds placed and confirm available balances in Online and Mobile Banking, or by calling 800.SUNTRUST. Email and text alerts are also available through Online Banking to help manage your account activity.

View daily deposit cut-off times here

When will my SunTrust ATM check deposits be available?

Check deposits made prior to cut off on a business day (Monday through Friday, except holidays) will generally be available the next day. Deposits may be subject to a hold, which delays when those funds will be available to you. We encourage you to monitor your account through Online Banking, Mobile Banking, or by calling 800.SUNTRUST. You can also sign up for email and text alerts in Online Banking to help manage your account activity.

View daily deposit cut-off times here

Why is there a hold on my account?

Generally, check deposits received by the cut-off time on business days will be available the next day. But in some circumstances, SunTrust does place holds on deposits, which delays when those funds will be available to you. There are a number of factors that contribute to a hold decision, including a review of account history and history of prior deposits. If we do place a hold on your deposit, you will be notified via mail of the dates the funds will be available for payment or withdrawal. You will also be able to see any holds placed and confirm available balances in Online and Mobile Banking, or by calling 800.SUNTRUST. Email and text alerts are also available through Online Banking to help manage your account activity. Review our Funds Availability policy here.

View Quick Guide to Holds

What is the difference between my deposit balances?

Your current balance (also called ledger balance) is the actual amount in your account after nightly posting and does not change throughout the day. It does not include holds or pending transactions. Your available balance is the money in your checking or savings account that's currently available to you to make purchases, withdrawals, etc. This balance is updated throughout the day with transactions you make. The available balance reflects any posted and pending transactions, and any holds. It does not include any checks you have written or deposits that have not posted. This balance is used in making payment decisions and determining returned and overdraft item fees. Your collected balance is the same as the current (ledger) balance, except that it does not include any checks you have deposited for which the bank hasn't received credit.

How is the balance that appears with my deposits calculated?

The balance shown with your deposit account transactions is your available balance. Your available balance is the money in your deposit account that's currently available to make purchases, withdrawals, etc. This balance is updated throughout the day with transactions you make. The available balance reflects any posted and pending transactions, and any holds. It does not include any checks you have written or deposited that have not posted. This balance is used in making payment decisions and triggering returned item or overdraft fees.

Here's how your current balance is used to calculate your available balance: Current Balance – Pending Withdrawals/Debits + Pending Deposits/Credits = Available Balance

Note: A pending transaction has not been posted to your account, but is reflected in your available balance. For debit card transactions, the amount may change depending on the final amount received from the merchant

When might the availability of my check deposit be delayed?

In some cases, SunTrust may delay the availability of checks you deposit to your account by placing a "hold" on your account for the amount of a deposited check, or a portion of it, in accordance with our Funds Availability Policy. When funds are held, they are not available to cover items during posting or for withdrawals and purchases until the hold expires. If a hold is placed on your deposit, you will be notified via mail of the dates the funds will be available for payment or withdrawal. You will also be able to see any holds placed and confirm available balances in Online and Mobile Banking, or by calling 800.SUNTRUST. Email and text alerts are also available through Online Banking to help manage your account activity. Review our Funds Availability policy here.

When I make a deposit, when can I access the funds?

When you deposit a check, the funds are not immediately available to you. In most cases if your check deposit is made prior to the cut-off time on a business day, funds are available to you the next day. Deposits may be subject to a hold in accordance with our Funds Availability Policy. When funds are held, they are not available to cover items during posting or for withdrawals and purchases until the hold expires. We encourage you to monitor your account through Online Banking, Mobile Banking, or by contacting us at 800.SUNTRUST to confirm available balances. You can also sign up for email and text alerts in Online Banking to help manage your account activity. Learn more about Deposit Cut-Off Times and Holds.

Frequently Asked Questions

Understanding Fees:

Why was I charged a fee when my account had enough money?

You should review your available balance, as it is the most up-to-date. You can use it to determine which transactions you have made that may not have posted yet, and therefore are not part of your current balance. Typically, debit card purchases take 24 hours to clear but may take up to five business days depending on when the merchant sends the final transaction amount to SunTrust. In the meantime, you might have other items that process to your account (maybe your landlord cashes your rent check, for example), which might not leave sufficient funds to pay for the item once it was processed.
 The Account Balance History screen in Online Banking provides a snapshot of how your transactions were posted each night. The last 90 calendar days are available. View pending transactions or any holds that were in place. See how your current balance and available balance changed after each item was processed. This helps you determine why an overdraft or returned item fee may have been charged. Read more about when money goes in and out of your account here.

I made a deposit. Why did I get an extended overdraft fee?

An extended overdraft fee is a $36 fee that is incurred when your current (ledger) balance has been negative for five consecutive business days (not including Saturdays, Sundays or bank holidays). To avoid this fee, you must make a deposit to bring your current balance positive by the daily cut-off time on the fifth business day (see times). The fee is based on your current balance at the end of processing on the fifth business day and will be charged that night if your balance remains negative.

If your deposit is made after the daily cut-off time, it will not post to your current balance until the next business day and an extended overdraft fee will be charged.

To help you avoid an extended overdraft fee, we will mail you a written notification when you overdraw your account or an item is returned. When you are at risk of incurring an extended overdraft fee, an alert will be displayed in Online and Mobile Banking providing the date you must make a deposit or transfer by to bring your balance positive and avoid the fee. Additionally, Online Banking clients will receive an automatic email notification to their email address on file. So it’s important to keep yours up to date.

Learn more about how to avoid this fee, and when money goes in and out of your account.

How many times can I incur a fee in the same day?

SunTrust limits the number of fees you can incur per day to six total Overdraft Returned Item fees.

What is an Extended Overdraft Fee and how do I avoid it?

An extended overdraft fee is incurred when your current (ledger) balance has been negative for five consecutive business days (does not include Saturdays, Sundays and holidays).

To help you avoid an extended overdraft fee, we will mail you written notification when you overdraw your account or an item is returned. When you are at risk of incurring an extended overdraft fee, an alert will be displayed in Online and Mobile Banking providing the date you must make a deposit or transfer by to bring your balance positive and avoid the fee. Additionally, Online Banking clients will receive an email notification to their email address on file. There is no need to opt-in to receive this alert, it is automatic; however, please make sure your current email address in Online Banking is up-to-date so you can receive important notifications about your account.

Can I be charged the Extended Overdraft Fee more than once?

Yes, and no.

Each time an account remains in an overdraft status for five consecutive business days, it will be charged the Extended Overdraft Fee, but the Extended Overdraft Fee is only charged one time during each period of an account being overdrawn. An Extended Overdraft fee is in addition to any overdraft or returned item fees that have already been charged.

So, in this scenario the answer is no:
Your account becomes overdrawn on Monday and remains overdrawn for five business days. On Friday, your account is charged the Extended Overdraft Fee. Your account remains overdrawn an additional five business days, but you do not get charged the Extended Overdraft Fee a second time.

However, in this scenario the answer is yes:
Your account becomes overdrawn on Monday and remains overdrawn for five business days. On Friday, you are charged the Extended Overdraft Fee, and your account becomes positive soon after being charged. But, then a few days later, your account becomes overdrawn again. If it remains overdrawn for another five consecutive business days, it will again be charged the Extended Overdraft Fee.

What do I do if I suspect fraud has occurred on my account?

It is important to report phishing or any suspicious, unauthorized or fraudulent activity on your SunTrust accounts in a timely manner. Please refer to the Report Fraud page to determine how to report suspicious activity to a SunTrust Fraud Specialist.

If you believe that your information has gotten into the wrong hands, it’s also a good idea to notify all three credit bureaus—Exifax, Experian and TransUnion. When you alert them to a possible fraud, they can flag your files so that new accounts cannot be open in your name without your explicit permission.

How do I protect my accounts from fraud?

SunTrust has developed a number of online and offline security measures to help protect you and your identity. In addition to using advanced security technologies, such as encryption, firewalls and virus protection, we employ teams of security experts focused solely on fraud protection and identity theft prevention.

You also play a critical role in keeping your personal and account information safe. Find simple but important fraud and identity theft prevention tips.

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