How to Prevent and Protect Yourself from Fraud

As a SunTrust client, you can expect that we have security measures in place to protect your accounts.

Account protection and security goes beyond what SunTrust can do alone. It happens when our clients play an active role in helping us stop fraud before it starts. Use the simple checklist below to see how your current accounts’ security measures up.

SunTrust will never send unsolicited emails or text messages asking you to provide, update or verify personal information, such as passwords, Social Security numbers, PINs, credit or check card confidential information.

SunTrust Security Checklist

How you can protect yourself:

  • Stop Fraud Before It Starts

      • Monitor your accounts:  Use Online Banking or Mobile Banking to monitor your account activity routinely.
      • Dispute a transaction you did not perform:  Log on and visit “Support” to file a claim. You can also call 855.794.3555.
      • Keep your profile information up-to-date.
      • Notify SunTrust before you travel.
      • Use trusted methods of payment within Online Banking and the SunTrust Mobile App. 
  • Calls

      • Personal information: Social Security numbers, account/credit card information, etc. should never be shared over the phone unless you have initiated the call or have verified the caller.
      • Accept and return SunTrust calls regarding questions about a recent application or transaction as soon as possible.  This helps us establish whether the transaction or inquiry is legitimate.
      • Collection Calls: Don’t ignore collection calls for debts you don’t owe. This can indicate identity theft. Don’t share your personal information. Report any fraud to credit bureaus.
      • Use secure messaging in Online Banking to ensure that information is transmitted safely.
  • Texts/Emails (SMISHING/PHISHING)

      • Beware of online and mobile phishing/social engineering. Be wary of unsolicited texts and emails. Avoid opening suspicious links and attachments in emails and texts, especially from senders you don’t know. Do not respond to suspicious texts and emails. Forward them to emailabuse@suntrust.com or call us at 1.800.447.8994.
      • Some tips for identifying suspicious texts and emails. Look for Misspellings, urgent language in the subject line, lack of details in the email signature etc.
      • Be aware of any texts/emails that ask you to take immediate action. When prompted by a text/email do not change your email address/password, your online account information, or respond to notices about system, technical or technology updates at SunTrust or other companies. The fraudster’s goal is to get you to enter your personal information.
      • Enroll in One-time Passcodes. A One-Time Passcode is an added security feature for Online and Mobile Banking. If we detect unusual or suspicious activity at sign on, a unique passcode will be sent to your verified mobile number or email address that, once entered, will grant you access to your account. Learn more by visiting https://answers.suntrust.com/articles/sn88920-What-is-a-One-Time-Passcode
  • Your Identity

      • Go Paperless: Keep your mail from landing in wrong the hands.
      • Keep your SSN under wraps:  Do not print or write down your SSN on any document that could fall into the hands of identity thieves — like checks.
      • Carry what you absolutely must:  Keep extra credit cards, checks, Social Security cards, important documents, birth certificates or passports secured at home or in a safe deposit box.
      • Pick up checks in person: When ordering new checks, pick them up at the bank instead to make it harder for identity thieves to steal, alter, and cash.
      • Confirm that you are speaking with an actual SunTrust representative and not an identity thief. If there are any concerns tell the representative that you would prefer to call SunTrust back.
      • Invest in a shredder: Shred your receipts, credit card offers, bank statements, returned checks and any other sensitive information before throwing it away.
      • Cover your bases: Ensure that your employer, landlord and anyone else with access to your personal data keeps your records safe. Ask why someone needs your SSN if they are not running a credit check on you.
      • Limit the amount of information on social media:  The bad actors can gain access to your personal information by reviewing social media and can access your address, high school, mother's maiden name, birth date, pet names and more. Apply private media settings to ensure that your close family members and friends can view your profile.
  • Your IDs and Passwords: (Create a trackable jump-link for IDs and Passwords hygiene section)

      • Be unpredictable: Fraudsters are known to use stolen usernames (IDs) and passwords from one website to try to gain access to financial websites. Make it difficult for fraudsters to guess your IDs and Passwords by creating unique passwords for different online accounts – especially for bank accounts, whether here at SunTrust or elsewhere.
      • Be strong and mysterious: SunTrust user ID’s must be 8-25 characters (letters, numbers, and special characters) with no spaces. Passwords must be 8-20 characters and contain at least one letter, one number and one special character with no spaces. Your new password must be different than your previous passwords. Avoid containing characters from your email, phone number or other personally identifiable information (SS#, DOB etc.).
      • Clean up your act: Change any IDs and Passwords that don’t meet these standards. Start with SunTrust at Suntrust.com/signon. 
      • Consider using a secure Password manager: Password managers can help with creating unique passwords across multiple sites.
  • Your Credit

      • Read your credit report regularly: Make sure it is accurate. Check reports from Experian, Equifax, and Transunion. If you spot an inaccuracy, follow up.
      • Sign up for a credit monitoring service:  Register for Experian’s IDNotifyTM service (free for SunTrust clients) to provide added protection and visibility
      • Look for mistakes: In some cases, a typo or an incorrect address on your report may be a simple oversight — or, it could indicate that an identity theft event has occurred.
      • Make sure you recognize new lines of credit: Identity thieves may open a new credit card account, or take out loans. Anything you don’t recognize can indicate identity theft.
      • Scan for new names: Your credit report will reflect all of the names you have used when applying for credit. But completely different name on your report may indicate identify theft.
      • Be aware of sudden score drops or delinquent accounts: A credit check isn’t required for a criminal to use your identity to pay for medical expenses, apply for a pay day loan etc. Then, when the criminal doesn’t pay the bill, the account may end up in collections and pop up as a delinquent account on your credit report and impact your credit score.
  • Your Devices

      • Download updates: Keeping your operating system and apps updated ensures access to latest available security features.
      • Protect your computer and phone from viruses and malicious software (malware) by installing security software and avoid downloading content from unknown sources.
      • Secure your device(s).  When you obtain a new device, standard security settings are not very strong.  When you setup your device, make sure you have it set to automatically install application and system updates.
      • Avoid storing sensitive information on your device like passwords or a social security number.  Log out when you finish a digital banking session.
      • Lock your device. Enable the locking feature on your device, which will require a PIN, passcode, fingerprint or other action required to unlock the device.
      • Use biometric authentication on devices and apps when available. The SunTrust Mobile App offers fingerprint authentication to iPhone and Android clients.
      • Only use trusted wireless networks and avoid public Wi-Fi.  Ensure you are always connected securely to protect your personal data and account information and only perform financial transaction(s) on a secure network. We also recommend using VPN which establishes a secure private connection.
      • Backup your devices and data. Use another trusted device such as a laptop or PC or a trusted cloud-based service and ensure that you review their privacy and security policies.
      • Wipe your computer or mobile device: before you donate, sell or trade it.
      • Report loss or theft of any device:  If your phone is lost or stolen, inform your carrier immediately.
      • Be cautious of using free charging stations at airports. The bad actors are using installing malware to steal information on your device. We recommend using your own charger with a plug versus inserting your USB cord.
  • Your Mail

      • Don’t ignore address change notifications: If you receive a notice and you did not change your address, call SunTrust immediately at 1.800.447.8994.
      • Notify SunTrust if you don’t receive your bills or statements: Notify SunTrust to make sure the address has not been changed or your bill has not been stolen from the mail.
      • Check your mail daily. If you notice a sudden and persistent drop off in the amount of mail you normally receive, check with the post office to determine if someone has instructed them of an address change.
      • Considering enrolling in a free service called USPS Informed Delivery which allows you to digitally preview your mail and manage your packages scheduled to arrive. For more information on how to enroll, visit https://informeddelivery.usps.com/
      • Place outgoing mail in a U.S. Postal Service box to reduce mail theft.
      • Shred account statements and other documents with sensitive information with a micro-cut shredder to ensure that the information is cut into tiny pieces of paper. Destroy any pre-approved credit offers that you don’t intend to use.
      • Sign up for direct deposit to have funds put directly into your account instead of having checks sent through the mail.
      • Use a mailbox that locks to prevent mail theft.
  • Your Cards

      • Sign up for text alerts and respond to them promptly if we ask you to verify a transaction
      • Safeguard your PINs: Don’t use obvious PINs like your birthday, address, or other personal information. Don’t share them with anyone, Memorize PINs, do not write them down anywhere, including the card itself.
      • Protect your card number: Never send your card number via email.
      • Use EMV Chip Technology:  It helps reduce fraud by making it more difficult to duplicate the card or make purchases without authorization. When you use your card with chip technology, you may be prompted to enter your Personal Identification Number (PIN) for credit card purchases. This PIN verification process will help protect your identify and ensure that you are in fact the authorized user of the card.
      • Only shop on secure websites. Spelling or grammatical errors indicate that the site may not be legitimate. Be aware that even websites with https:// and padlock can be phishing sites.
      • Report a lost or stolen card immediately. Call 1.800.447.8994.
      • Scan for fraud: Check statements for unfamiliar transactions. Use online or mobile banking to monitor your account activity routinely and report any suspicious activity immediately.
  • ATM Safety

      • Be safe: Don't count your money at an ATM and avoid using an ATM alone at night; if you must, be sure the area is well lit. Fill out any forms before you use an ATM.
      • Be Secure: Keep your car running, doors locked and windows up when at a drive-up ATM.
      • Be alert: Always be aware of your surroundings and don't use an ATM if you notice suspicious activity nearby. Don't use an ATM if the machine looks like it has been tampered with in any way.

IDnotify™ Enrollment

Protect your identity with IDNotify by Experian®, a free, premium monitoring service for SunTrust clients.

Identify, Report & Resolve Fraud

We are here to help protect and resolve fraud.

Common Fraud Schemes

Get educated on common fraud schemes and the latest security threats to protect yourself and your loved ones.

SunTrust Fraud & Security Center

Be confident in knowing how to keep your information is safe.

Online Banking Guarantee*

SunTrust is committed to providing SunTrust Online Banking clients with a secure and dependable environment for accessing accounts.

In the unlikely event that unauthorized access to your deposit account is established through SunTrust Online Banking, you are covered for 100% of the funds removed, including loss of interest, insufficient funds and overdraft charges.

To learn more about SunTrust’s Online Banking Security Guarantee, call 800.382.3232

*The SunTrust Online Banking Guarantee applies only to customers governed by the Online Services Agreement and only to online transactions involving their SunTrust consumer account(s).

Mobile Banking Guarantee*

You can be confident that the transactions performed using SunTrust Mobile Banking will be secure and performed correctly, provided you adhere to the terms and conditions governing the service.

  • In the unlikely event that someone establishes unauthorized access to your account through SunTrust Mobile Banking, you are 100% covered for any funds removed from those accounts. This reimbursement assurance includes loss of interest, insufficient funds, and overdraft charges; we require that you contact us within sixty days of receiving your statement that contains the unauthorized activity.
  • To learn about SunTrust’s Mobile Banking Guarantee call 800.382.3232

*The SunTrust Mobile Banking Guarantee applies only to customers governed by the Online Services Agreement and only to mobile transactions involving their SunTrust consumer account(s).