This is a request for SunTrust Bank to reimburse me a total of {$100.00} for XXXX items ( {$64.00} and {$36.00} ), both for the same account. 

Item # XXXX : {$64.00} -- the merchandise I ordered on XXXX was not delivered ; this transaction was posted on XXXX/XXXX/2015. The merchandise was to have been delivered in 5 days. After 10 days, I attempted to contact the merchant via phone and email, but to no avail. I contacted SunTrust at this 10 days mark ( the end of XXXX ) after the merchandise was due. I have constantly been given the run around, each time with the promise that my request would be " escalated ''. Then, on XXXX XXXX, 2015 I was sent a merchant dispute form via email. I completed it, and sent it to the address listed on Saturday, XXXX XXXX via USPS Priority Mail ( so I have the tracking number ). Since then, I have called several times to follow up, and each time was told that it was under review. Once again, I called a couple of weeks ago and indicated that it had been over 3 months!! Once again, I was told that my refund request would be " escalated. '' Then on Friday XXXX/XXXX/2015, I received a letter from SunTrust ( dated XXXX/XXXX/2015 ) indicating that I had n't notified them in writing within 60 days, and they were not going to assist me. SunTrust sent this response despite the fact that I sent the form on XXXX XXXX via USPS Priority Mail to SunTrust, XXXX XXXX XXXX, XXXX, FL XXXX ; SunTrust reps acknowledged that they received the form ; and I have continually followed up over the phone! This is absolutely unacceptable! 

Item # XXXX : {$36.00} for stop payment. I was advised that I would have to call on the same day ( i.e., Thursday XXXX ) to cancel the stop payment and not incur the {$36.00} fee. I called at XXXX EST. I was told that I should have been advised that I had to cancel XXXX hour before they close -- i.e., at XXXX!! So I was XXXX minutes too late. The rep apologized for the misinformation then hung up when I asked to speak to the Manager! Unacceptable! 
