UPDATE: After an online services outage that lasted for nearly three days, Suntrust's digital banking was back online last Wednesday afternoon.

On the bank's website, they offered the following explanation to their customers:

To Our Clients
We have restored digital capabilities, and we continue to monitor performance. If you are having any trouble logging into mobile banking, please try refreshing your login by following these instructions. Banking services also remain available through our branches, ATMs, 800-SunTrust (800-786-8787), and relationship teams.

As many of you are aware, on Sunday, September 16, 2018, we encountered a technical issue during a system upgrade by our team that resulted in service disruptions.

We regret this incident may have caused you frustration and inconvenience. And for this, we are truly sorry. Here is an update on the actions that SunTrust is taking for our consumer and business clients:

  • We will refund overdraft and late fees related to delayed transactions and payments during the impacted period, upon request.
  • We will automatically refund all ATM fees and related surcharges for non-SunTrust ATMs.
  • We will automatically waive all manual wire transfer fees incurred by our business clients during this period.
  • We have increased our client contact center capacity, although we may have longer wait times than usual.

The disruption was not due to Hurricane Florence or any known cyber issue, and your accounts remain safe and secure at SunTrust.

We take our responsibilities to our clients seriously. We know this is not the service you expect from SunTrust and will work hard to re-earn your trust.

Thank you for your patience and your business.

Sincerely,

Mark Chancy / Beau Cummins

Co-Chief Operating Officers


PREVIOUS STORY: (AP) - Customers of the large regional bank SunTrust are experiencing a third day of outages and difficulties from its online banking services, a particular problem for its customers in North and South Carolina who are currently dealing with Hurricane Florence.

SunTrust's online banking services went down on Sunday morning after a routine technical upgrade. As of Tuesday afternoon, the bank says services have been mostly been restored but some customers are still experiencing issues.

 
User: SunTrust To: link

The bank says it will refund any ATM or overdraft fees incurred by customers during the outage and branches still are operating normally, with the exception of a handful of branches located in North Carolina impacted by the storm.

"We apologize to our clients and regret the frustration this has caused," a bank spokeswoman said in a statement.

While large banks on occasion have online banking outages, it is uncommon for those outages to last more than a day.

Atlanta-based SunTrust is the 12th largest bank in the U.S., holding nearly $200 billion in assets and operating more than 1,200 branches, located almost entirely in the South.

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