Automated Clearing House Fraud Prevention

Automated Clearing House (also known as ACH, which is a form of electronically transferring funds from one account to another) Fraud is on the rise and your online financial security is very important to us.  We go to great lengths to keep you protected and informed, so as a precaution, we’ve put together information to better protect your accounts.

Frequently Asked Questions

What is ACH fraud?

SunTrust and other banks in the US have observed a recent increase in unauthorized attempts to access online banking profiles by way of credentials stolen from other companies. We take any attempt of fraud very seriously and care deeply about the privacy and security of your information. Clients that use the same user names and passwords for their SunTrust Online Banking accounts for other websites may be exposed to unauthorized access to their accounts. Therefore, steps need to be taken to further protect your account(s) by changing your Online Banking User ID and Password.

How do I protect myself?

We strongly recommend you change your SunTrust Online Banking User ID and Password to a combination that is exclusive to SunTrust, if you:

  • Use the same username and password for your SunTrust Online Banking accounts as you do for other websites, or
  • Have recently been the victim of fraudulent transactions on your account and you have not changed your login credentials since that fraud occurred.

If you have recently filed a fraud claim with SunTrust and have not transitioned to a new account then we ask that you contact SunTrust to close and open a new replacement account(s) as soon as possible. 

What steps do I need to take next?

Changing your User ID and Password simply requires logging into SunTrust Online banking through the SunTrust Mobile App or www.SunTrust.com. User IDs and Passwords can be changed by clicking “My Settings” in Online Banking or selecting “Settings” in Mobile Banking. If you are unable to log onto Online Banking then contact SunTrust eServicing Customer Care at 1.800.382.3232.

Close the account(s) impacted by confirmed fraudulent activity and open a new replacement account, by visiting a branch or calling us at 1.800.SUNTRUST. To replace a business account, visit one of our branches. Please review your existing account in advance and identify any recurring automated transactions we will need to honor. We will need this information when we open the replacement account.

What should I do if I see a transaction on my account that I did not authorize?

If you notice any unauthorized transactions on your account then open a claim by calling 1.800.447.8994 or visit your local branch. Please be prepared to identify which transactions are fraudulent and, depending on the time of day when you call, there may be longer wait times. Once disputed, an investigation will be opened and a provisional credit will be applied to your account within 10 days of reporting the fraud. Assuming fraud is confirmed then the provisional credit will be made permanent. Additionally, any additional account or security needs will be assessed on a case by case basis by the SunTrust fraud investigators.

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