Online Fraud Prevention

Online transfers is a form of electronically moving funds from one account to another. 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 Online fraud?

Fraudsters are known to use stolen usernames and passwords from one website to try to gain access to financial websites. With the increased use of mobile devices and cashless funds transfers, perpetrators of fraud have more complex and stealthy ways to take advantage of consumers and business owners.  Protecting client accounts and information is a top priority for SunTrust.  While we have extensive programs in place to safeguard information, we’re most effective when we are able to coordinate and work together with our clients.  

One of the easiest ways you can help prevent online fraud is by using unique passwords for different online accounts – especially for bank accounts, whether here at SunTrust or elsewhere. Different passwords can help ensure that any compromise is limited to individual Web sites or accounts, as it is not uncommon for those committing fraud to use stolen passwords from one site or account across other online profiles. 

How do I protect myself?

We strongly recommend that your SunTrust Online Banking User ID and password are  unique and exclusive to SunTrust.  If they are not currently unique to your SunTrust account(s), we encourage you to change them as soon as possible.

Clients who use the same user ID and passwords for multiple Web sites may have increased risk of being exposed to online fraud or unauthorized access to their financial accounts.  Using different user IDs and passwords can help ensure that any compromise is limited to individual sites or accounts, as it is not uncommon for those committing fraud to use stolen log-in information from one Web site or account across other online.

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.

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 your current account and open a new replacement account(s) as soon as possible 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, please contact us as soon as possible by either logging into online banking and disputing the transactions, by calling 1.800.447.8994 or visiting your local branch. Please be prepared to identify which transactions are fraudulent. Once a claim is started and the transaction is disputed, an investigation will be opened and a provisional credit will be applied to your account within 10 days of reporting the fraud.  The provisional credit will be made permanent at the end of the investigation, if fraud is confirmed.