SunTrust Frequently Asked Questions

Understanding Personal Banking

Frequently Asked Questions

Whether you're opening a bank account or building your business, we've pulled together the most frequently asked questions that we get from customers. We’ve organized them by topic to make them easier to find.

  • General Account Information

    • Frequently Asked Questions

      Does SunTrust offer Travelers Checks?

      Effective January 1, 2017, SunTrust no longer offers American Express Travelers Cheques, Travelers Cheques for Two, and Gift Cheques for sale. If you are interested in obtaining foreign currency for travel, please visit this page for more information.

      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 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.

      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 provide feedback?

      If you have Online Banking, sign on from the home page and send us a secure mail message. Send your general banking comments, questions, or suggestions to us using the appropriate link on the Contact Us page.

      How do I bank by mail?

      You may mail checking, savings, or money market deposits to:

      SunTrust Bank, Special Handling
      VA-RIC-9292
      P.O. Box 27572
      Richmond, VA 23261-7572

      Be sure to include a deposit slip or your name and account number. Do not send currency via U.S. mail.

      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.

      What are automatic payments?

      Automatic payments are a method of authorizing businesses such as utility companies to deduct the payments you owe from your bank account automatically. Another name for automatic payments is ACH debits.

      Why did a store cashier scan my check into the computer system?

      Many retailers scan checks and then process an electronic payment from your account. They don’t need to keep the physical paper check for their records. The transaction will appear as an "Electronic/ACH Debit" on your statement.

      Do I need to save cancelled checks for my records?

      No. The IRS does not require you to keep original cancelled checks. In the event you need to obtain a copy of a cancelled check, SunTrust securely stores images of your checks for seven years, except checks processed as electronic payments. You can contact us to request printed copies, as needed.

      Who has access to my accounts?

      We allow only a core group of SunTrust employees to access your information. These employees must have prior permission, proper training and the necessary credentials before they are permitted to see your finances and serve you.

  • Overdraft Coverage

    • Frequently Asked Questions

      If I choose not to 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 anyone exempt from making a choice regarding Overdraft Coverage?

      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 6 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.

      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.

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

      SunTrust limits the number of fees you can incur per day to 6 total Overdraft Returned Item fees.

      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.

      What is Overdraft Coverage versus Overdraft Protection?

      Overdraft Coverage allows SunTrust to pay ATM and one-time debit card transactions when your available balance is not sufficient to cover the transaction. You may be charged up to $36 for each overdrawn item. (Note: The number of fees you can incur per day is limited to 6 total Overdraft and Returned item fees.) Overdraft Protection helps you avoid overdrafts by linking your checking account to another SunTrust deposit account, credit card, personal line of credit, or Overdraft Assurance line of credit, and 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. You can avoid a fee if you transfer or deposit funds (and no hold is placed on the deposit) to cover the overdraft transaction(s) by the daily cutoff time, on the same business day. (Note: The $12.50 overdraft protection transfer fee does not apply to Overdraft Assurance lines of credit and business credit cards. See those account agreements and the Overdraft Protection Transfer Service section of the Deposit Account Rules and Regulations at suntrust.com/disclosures for more information.) Keep in mind that SunTrust pays overdrafts at its discretion, which means we can't guarantee that we will always cover every transaction. Visit our Facts About Banking site at suntrust.com/thefacts for additional details.

      Does Overdraft Coverage apply to checks or 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 make a payment using my Access 3 pay stub from my statement?

      Your payment stub allows you to direct amounts over your minimum payment to any of the repayment options. You must pay the minimum amount due for that month. 

      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.

      To add Overdraft Assurance or a Business Credit Card as an Overdraft Protection account, you must call 800.SUNTRUST or visit a branch. Overdraft Protection changes will be effective within 2 business days.

      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.

      What is Overdraft Protection?

      Overdraft Protection helps you avoid overdrafts or declined transactions by transferring funds to your checking account from your linked protector account when necessary.  Eligible 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 protector account. There is a $12.50 transfer fee per day for this service.  You can avoid a fee if you transfer or deposit funds (and no hold is placed on the deposit) to cover the overdraft transaction(s) by the daily cutoff time, on the same business day.   (Note: The $12.50 overdraft protection transfer fee does not apply to Overdraft Assurance lines of credit and business credit cards.  See those account agreements and the Overdraft Protection Transfer Service section of the Deposit Account Rules and Regulations at suntrust.com/disclosures for more information.). 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.  Visit our Facts About Banking site at suntrust.com/thefacts for additional details.

  • Online Banking

    • Frequently Asked Questions

      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. 

      Is Online Bill Pay a free service?

      Yes. Online Bill Pay is free with all personal SunTrust checking accounts.

      Can I accept overdraft coverage without using Online Banking?

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

      What is a One-Time Passcode?

      Passcodes are added security for your Online and Mobile Banking. If we detect unusual or suspicious activity at sign on, we'll send you a unique passcode via text or email to use to access Online Banking or Mobile Banking. Help ensure we have your correct verified phone number and email address by updating these in "My Settings".

      • In Mobile Banking, go to "Profile & Settings" and then "Contact Information" to confirm and/or edit your email address and phone number.
  • Checking

    • Frequently Asked Questions

      How do I order checks online?

      Personal Checks

      The fastest and easiest way to order personal checks is through Online Banking. You can order checks for the first time or reorder checks with this method. Simply sign on to Online Banking; then go to Account Settings and follow the “Order Checks” prompts. If you do not have Online Banking and have previously ordered checks, you can reorder personal checks through the Deluxe Corporation website. Please have your account number and routing number handy.

      Business Checks

      You can order or reorder business checks through the Deluxe Corporation website. Please have your account number and routing number handy.

      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 find my routing number?

      You can find detailed information on how to find your routing number on the Routing Transit Information page in the Checking section of Personal Banking. 

      Can I switch to a different type of checking account if my needs change?

      Yes. We make switching hassle free by enabling you to keep your current account number so that you won't need to change your checks or account numbers on your payments. Just contact us when your account needs to be changed, and we will help you choose the type of account that's right for you.

      How do I stop a 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 Stop Payment link listed under Accounts.

      How do I order checks from third parties?

      If you order your checks from a source outside of SunTrust, you'll need a MICR Specification Sheet to ensure your MICR account line - the series of numbers along the bottom of the front of the check - is correctly listed. To order a MICR Specification Sheet, speak with a SunTrust representative at 866.425.6570. The MICR Specification Sheet will be sent to you within 24 hours.

  • Deposits

    • Frequently Asked Questions

      Are there daily cutoff times for making deposits?

      Yes. When making a deposit in a branch, cutoff times are posted by each branch. The cutoff time for ATM and Mobile deposits is 9pm ET, Monday – Friday. Any deposit made after the posted time will be considered deposited to the account the next business day (excludes weekends and holidays), unless a hold is placed. 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. Learn more about deposit cut-off times and holds on our Facts About Banking site at www.suntrust.com/thefacts.

      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.

      What is direct deposit?

      Direct deposit is a free service that automatically deposits your salary, Social Security or Supplemental Security Income benefits, or any other periodic income directly into your SunTrust checking, savings or money market account.

      Can I receive more than one direct deposit to my account?

      Yes. You can receive as many direct deposit payments as you would like.

      Why must I attach a voided check or deposit slip for my direct deposit?

      The company or agency sending a direct deposit to your SunTrust account needs to see a voided check or deposit slip so they can verify your SunTrust account number and determine the routing number needed to send the payment to that particular account. Be sure to write "void" across the front of the check in order to void it.

      Why are some deposits not immediately available for me to use?

      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 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. Learn more about deposit cut-off times and holds on our Facts About Banking site at www.suntrust.com/thefacts.

      How is my deposit balance that is shown with my transactions 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.

  • Debit Cards and ATM

    • Frequently Asked Questions

      Is there a daily dollar limit for using 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.

      Can I use SunTrust branches and ATMs in other states?

      Yes. You are welcome to use any of our branches and ATMs. We have locations in Alabama, Florida, Georgia, Maryland, North Carolina, South Carolina, Tennessee, Virginia, Washington, D.C. and West Virginia.

      What are the system requirements for Online Banking?

      To view your accounts in Online Banking, you will need internet access using the latest versions of the following supported browsers: Google Chrome, Microsoft Internet Explorer, Mozilla Firefox or Safari.

      Why do debit card transaction amounts change sometimes?

      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 the tip. Later, when the merchant submits the final transaction amount, your tip will be included.

  • Switching to SunTrust

  • Protecting Yourself

    • Frequently Asked Questions

      What is "phishing?"

      "Phishing" refers to unsolicited e-mails or Web sites that closely resemble an official communication from a company but are sent by scammers looking to deceive the receiver into supplying personal or financial information and passwords. SunTrust never sends unsolicited e-mails asking you to divulge personal information.

      Has SunTrust been the target of online fraud?

      Like many financial institutions and companies that conduct business on the Internet, SunTrust has been a target of online fraud. We have aggressive policies in place to fight online fraud, and we work with law enforcement agencies, industry groups and other financial institutions to help minimize the extent and impact of online fraud.

      Is the SunTrust Web site secure?

      SunTrust uses a variety of advanced security mechanisms to help keep our website secure. We use encryption technology for communications that contain your confidential information. Encryption helps prevent information from being intercepted by third parties.

      How do I know if the Web site is really a SunTrust Web site?

      The best way to be sure that you are really on the SunTrust website is by typing in the URL yourself, rather than clicking on a link. Alternatively, you can create your own bookmark that will direct you to the website each time.

      How did a scammer get my e-mail address?

      Scammers purchase e-mail lists through legitimate or illegitimate sources or randomly generate e-mail addresses using computers. We assure you that the scammer did not obtain your e-mail from SunTrust. SunTrust does not sell personal or account information, including e-mail addresses. To learn more, read our privacy policy.

      How can I prevent receiving fraudulent e-mails?

      Do not share your e-mail address or personal information with untrusted third parties or Web sites. Additionally, keep the anti-spam, anti-spyware and anti-virus software on your computer up to date. This will help reduce the number of fraudulent e-mails you receive.

      How can I verify if an e-mail is from SunTrust?

      SunTrust will never send you an e-mail asking you to provide, update or verify your personal or account information. Therefore, any unsolicited e-mail asking you to provide passwords, Social Security numbers, PINs, credit or check card numbers, or other confidential information is fraudulent.

      Should I be concerned about someone stealing my identity?

      Everyone should remain vigilant when it comes to identity theft. To learn more about what you can do to protect yourself, please visit our Online Fraud and Security Guide.

      Will closing my account end any fraudulent activity?

      Please be assured that no further activity can take place on a closed check card or account. To prevent future theft of the new account numbers and information, be sure never to provide any information in response to unsolicited e-mails or phone calls.

      How can I protect myself from identity theft?

      The important thing to remember is to use caution when disclosing personal and financial information. Please visit our Fraud Center to learn more about how you can protect your information.

      What is COPPA?

      COPPA stands for Children's Online Privacy Protection Act. COPPA gives parents control over what type of information is collected online about their children, and we strictly follow the federal guidelines.  We do not knowingly collect, maintain or use personally identifiable information from children under age 13 from our Web sites. However, we are not responsible for the data collection and practices of nonaffiliated third-parties that are linked from our Web site.

      Where can I forward a suspicious SMS text for your review?

      Forward the SMS text and any related information to reportfraud@suntrust.com.

      What if I responded to a phishing email or text?

      If you believe you have provided personal or account information in response to a fraudulent e-mail or site, please contact a SunTrust representative at 800.786.8787.

      Can the scammers open new accounts with my Social Security number?

      Your Social Security number is one of the key pieces of your identity, and scammers may be able to use it to open new accounts in your name. That's why it's so important to use caution when disclosing your Social Security number.

      How do I report a fraudulent e-mail or Web site?

      Forward the suspicious e-mail or Web page, or send information about the e-mail or Web page, to reportfraud@suntrust.com.

      How can an identity thief get my information?

      Identity thieves have been known to obtain victims' personal information by rummaging through their trash to find unshredded information such as credit card offers, old bills and bank statements. They can also steal your mail or obtain information by posing as telemarketers and asking for identifying information over the phone or via e-mail.

      If someone obtains my Social Security number, what can happen?

      The risk in someone obtaining your Social Security number is that it is an important piece of identifying information which can make it easier for a thief to access other information about you or fraudulently open a new account in your name.

      How does SunTrust protect me from identity theft?

      SunTrust uses a number of safety measures to protect clients' information. These measures include aggressive processes, careful policies and up-to-date technologies. Please visit our Fraud Center to learn more.

Customer Service
800.786.8787 (800.SUNTRUST)

Online Banking, PC Banking, Bill Pay, and Mobile Banking
800.382.3232

TDD (Telephone Device for the Deaf)
800.854.8965

Report Checking Account Fraud
800.447.8994

Lost or Stolen Card
800.786.8787

International Toll Free
800.ST.TRAVEL (800.7887.2835)

Loss Mitigation, Bankruptcy Filings, Real-Estate Owned (REO) and Short Sale Inquiries
800.443.1032

Credit Bureau Disputes
877.596.5407

Account-specific questions
Sign onto Online Banking

General banking comments, questions, or suggestions
Complete a Contact Us form

Write Us
Mail your questions, comments, or suggestions to (No deposits or payments accepted at this address):

SunTrust Bank
P.O. Box 85024
Richmond, VA 23285-5024

Bank by Mail
You may mail checking, savings, or money market deposits to (Be sure to include a deposit slip or your name and account number. Do not send currency via U.S. mail):

SunTrust Bank, Special Handling
VA-RIC-9292
P.O. Box 27572
Richmond, VA 23261-7572

Request for Information or Notification of Error
Federal Law permits you to contact us in writing regarding your account in order to request certain types of actions and/or information (with exceptions). These requests include (1) a Qualified Written Request (QWR), (2) a Notice of Error (NOE), and (3) a Request for Information (RFI). If you submit a QWR or NOE, please include your name, loan account number and the reason you believe the account is in error. If you submit a RFI, please include your name, loan account number and the specific information requested.

Mail All Other Payments and Payoffs as follows:

Access 3 payment address
SunTrust Bank
P. O. Box 791274
Baltimore MD 21279-1274

All other lines of Credit Payments
SunTrust Bank
P. O. Box 79282
Baltimore MD 21279-0282

Investment and Insurance Products:

Are Not FDIC or any other Government Agency Insured   Are Not Bank Guaranteed  May Lose Value 

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SunTrust Bank and its affiliates do not accept fiduciary responsibility for all banking and investment account types offered. Please consult with your SunTrust representative to determine whether SunTrust and its affiliates have agreed to accept fiduciary responsibility for your account(s) and if you have completed the documentation necessary to establish a fiduciary relationship with SunTrust Bank or an affiliate. Additional information regarding account types and important disclosures may be found at www.suntrust.com/investmentinfo.

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