FAQs about Transitioning to SunTrust

Who is SunTrust?
SunTrust Banks, Inc., headquartered in Atlanta, is one of the nation’s largest and strongest financial holding companies. Through our flagship, SunTrust Bank, we provide deposit, credit, and other services to a broad range of retail, business, and institutional clients.

Which banks have become part of the SunTrust family?
The following subsidiary banks of GB&T Bancshares, Inc. will serve you as one bank under the SunTrust name:

  • Gainesville Bank & Trust
  • United Bank & Trust
  • Community Trust Bank
  • Hometown Bank of Villa Rica
  • First National Bank of the South
  • First National Bank of Gwinnett
  • Mountain State Bank
  • Southern Heritage Bank
  • Bank of Athens

Will my accounts change?
You should have received communication regarding the features and benefits of your new SunTrust account and any changes to your account numbers. By July 31, you should receive:

  • New checks
  • New ATM cards and check cards
  • Security Access Code for enrollment into SunTrust Online Banking with Bill Pay

Where will I go to access my account information online?
To access your personal accounts using SunTrust Online Banking with Bill Pay, go to suntrust.com/completeenrollment. Here you will enter your Security Access Code, Social Security Number and Security Name. To access your business accounts using Online Cash Manager, go to suntrust.com/getstartedonline. Here you will enter your Security Access Code, Company Tax Identification Number (TIN) and Security Name. For both Online Banking and Online Cash Manager, Your Security Access Code was mailed to you on July 14, and your Security Name is the User ID you previously used to sign on to eBranch. After you sign on, you’ll be prompted to create a new User ID and Password.

Will I still use the same User ID and Password to access my accounts?
Yes. However, the first time you sign on at suntrust.com/completeenrollment or suntrust.com/getstartedonline, we will give you the opportunity to change your User ID or Password. SunTrust User ID and Password standards are:

  • User ID — minimum of 8, maximum of 25 letters and/or numbers, with no spaces or special characters
  • Password — minimum of 6, maximum of 8 using at least one letter and one number, with no spaces or special characters.

Will I have access to the same accounts I have access to with my current service?
Yes, you will continue to have access to your checking, savings, money market, CD, IRA, loans, mortgage and line of credit accounts.

What kind of account information will I have access to?
Please note that your transaction and statement history will begin accumulating on July 28. For your checking, savings, and money market accounts, you will be able to view: all of your balance information, up to 60 days of posted transaction history, pending items that have been presented to the bank but have not yet posted, images of posted checks and deposit tickets, and up to 18 months of account statements. Review our Online Banking demo and Online Cash Manager demo for a detailed look at the actual screens.

How will you use my email address?
SunTrust uses your email address to communicate with you on service related messages. You will also be given the option of receiving email updates about new products and services available exclusively to SunTrust customers. To help monitor your accounts, you can also choose to be notified via email when key balance activity occurs.

Why am I being asked to select a Security Question and Answer?
SunTrust uses the Security Question and Answer for online identification purposes should you need to reset your Password or User ID.

Why am I being asked to select a Statement Delivery Preference?
The first time you sign on to Online Banking, you will have the opportunity to enroll in eStatements, which will reduce the risk of identity theft from someone gaining access to your paper statement. Once enrolled, you will receive email notification each month when your statement is available for viewing within Online Banking.

Will I still have access to review my monthly statements?
Yes. In fact, with SunTrust Online Banking, you will have access to up to 18 months of statements. Please note that your statement history will begin accumulating on July 28. After that time, you can continue to download or print your statements as you do today. SunTrust does not offer images of cancelled checks with online statements.

Can I download my transaction information into my Quicken, Microsoft Money or other software programs as I do today?
You will continue to be able to download transaction information for your accounts.

Will I need to do anything to my Quicken, Microsoft Money or any other financial software programs I currently use?
Yes, you will need to make a one-time change to your to your Quicken, Money, or Excel software to continue to be able to download account history from SunTrust Online Banking. This change will ensure that no historical information will be lost. View specific instructions on making this one-time change for Quicken, Quicken Mac, QuickBooks or Microsoft Money.

Can I print my transaction information or my online statements?
Yes, you will continue to have the ability to print transaction information and monthly statements as you do today.

Q. Will my bill pay service continue to be available online?
Yes. With SunTrust Online Bill Pay, you can safely view and pay all your bills safely and securely online for free. Your current bill pay service will be available through noon ET on Thursday, July 24. At that time, we will begin converting your bill pay information to the SunTrust systems. You may continue to access transaction and bill pay history through eBranch until Monday, July 28 at 8 a.m. ET. At that time you will have access to SunTrust Online Banking with Bill Pay.

Will my payee list convert or will I have to re-enter my payees?
Your payee information and payee history have been automatically converted to SunTrust. You will not be required to re-enter your payee information.

Will my current and future scheduled bill payments convert or will I have to set those up again?
All pending, scheduled and recurring bill payments have been converted and will be processed as requested. No additional set up is required.

Will I continue to select the date on which a payment is sent?
With SunTrust Online Bill Pay, you will select the date when the bill payment is due, not the date when the payment is to be sent. SunTrust guarantees that your payment will be received by the due date you enter.

Can I choose to receive my bills electronically using SunTrust Online Bill Pay?
Yes. You can now sign up to receive eBills through Bill Pay, with the same level of detail as your paper bills. You can also choose to receive an email reminder when an eBill arrives, and review up to six months of eBill history.

Will my funds transfer service continue to be available online?
Yes. SunTrust offers an online funds transfer service that allows you to schedule immediate, one-time or recurring transfers. We have converted your funds transfer information to the SunTrust systems.

Will my scheduled and repeating transfers convert or will I have to set those up again?
All scheduled and repeating funds transfers between your checking, savings, and money market accounts have been converted. There will be no need to set these up again. Bi-weekly and semi-monthly recurring transfers will be converted to two monthly transfers. You may want to review these recurring transfers to make sure the selected dates meet your expectations.

Will transfers to my loans and lines of credit still be available?
SunTrust offers payments to consumer and business loans and lines of credit, as well as advances from lines of credit. Online Banking users can also make payments to and advances from personal credit cards. Payments to mortgage loans can only be made through SunTrust Online Bill Pay.

Will my Alerts and Profile information convert?
Your profile information has been converted. But once signed on to SunTrust Online Banking, you may choose to setup Balance Alerts that notify you via email if your account balance goes above or below a specified amount. You will also automatically receive Security Alerts following changes to your personal information.

When I send a secure message to SunTrust, how long will it take to get an answer?
SunTrust will respond to your secure message within one to two business days.

If I have additional questions about my Online Banking service, who can I call?
You may visit a branch or contact a SunTrust Representative at 800.SUNTRUST (800.786.8787). Telephone representatives are available from 6 a.m. to midnight E.T., seven days a week to answer your questions. Automated service is available 24 hours a day, seven days a week.

Will my Certificates of Deposit (CDs) remain the same?
Yes. Your accounts will continue with the same interest rates and terms until maturity.

Will my loans remain the same?
Yes. The terms of your loan agreement will remain the same. Continue to make payments at the branch or mail to P.O. Box 79114, Baltimore, MD 21279-1144.

Will SunTrust remain committed to our communities?
Yes. In fact, nowhere is SunTrust’s mission of helping people and institutions prosper more evident than through the support we provide to the communities we serve.

Will my deposits remain insured by the FDIC?
Yes. You’ll continue to be insured by the FDIC up to the maximum allowed by law.

Our commitment to you:
SunTrust will never send unsolicited emails asking clients to provide, update, or verify personal or account information, such as passwords, Social Security numbers, personal identification numbers (PINs), credit card or Check Card numbers, or other confidential information.

If you have questions:
You may now contact a SunTrust Representative at 800.SUNTRUST (800.786.8787). We are available from 6 a.m. to midnight E.T., seven days a week to answer your questions. Automated service is available 24 hours a day, seven days a week.

For more information on SunTrust, visit suntrust.com

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