Functionality-wise, it is the most web 1.0 website for a bank I know of. The usability is terrible, and the design just looks bad. It took me a good five minutes to even locate the "Sign Off" link the first time I logged in...
More importantly, the password security is forcibly insecure. The system limits you to a 6-8 character password using only letters (uppercase and lowercase) and numbers. Not a single one of the passwords I use anywhere is insecure enough to fit that description. In contrast, the password requirements for my alma mater, Claremont McKenna College, are quite strong; minimum 8 characters, 3 of 5 character sets (lowercase, uppercase, numbers, non-alphanumeric, and unicode), not containing 3 or more characters from the username, and not containing 3 or more characters from the last 5 passwords. That might be a little overkill but, regardless, SunTrust's password security is insufficient.
I tried, unsuccessfully, to find a contact email to express my concerns about password security. I could only find a web-form with a character limit too short for me to explain the situation. I called customer service but was told that concerns had to be submitted through the web-form. I explained that the web-form had a character limit that was too short and requested a direct email of somebody, anybody. The response:
"I'm sorry, sir, but I cannot give out any email contacts."I requested to speak with a manager and was told that the managers were also unable to help me. As a last resort, I submitted a short note through the web form explaining that the form had a character limit preventing me from fully explaining the issue and politely asking for a contact with whom I could express my concerns. The response:
"We apologize for any inconvenience this may have caused you. You may call the Online Banking Department directly at 1-800-382-3232 to request a manager."Great, really helpful, already tried that. So I called back, explained my attempt to use the web form, the response, and my previous call and requested to speak with somebody in the technology department. Denied, again.
Screw you, SunTrust, time to find a new bank.
I discovered that my credit card company, USAA, had exactly the account services I was looking for, as well as free withdrawals from any ATM worldwide and the ability to deposit checks from home. In my history with USAA, they have always been wonderful; great customer service and an up-to-date website, so I was jazzed at this new discovery.
I used USAA's online tools to transfer everything out of SunTrust and then called SunTrust to cancel my account. Response: apparently I can't do that over the phone without paying $20. Seriously? It's free in person but costs me $20 if I call? That further justified my departure, so now I have to hike my ass over to the SunTrust to close that account someday.
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