Frequently asked questions

How could the sender of fraudulent e-mails obtain my e-mail address?

Please be assured that Sun Trust Group will never pass your e-mail address onto any other company or individual. It is possible that your e-mail address has been obtained from another website who have collected these details from you online and subsequently passed the information to another person or organisation. Most reputable websites will inform you if they do this and will allow you to refuse permission to pass on these details. I have heard about e-mail scams in the news recently.

What do I need to do about this?

Fraudsters are sending e-mails which ask customers to provide their online login details by clicking on a link in an attempt to obtain money from our customers´ accounts. We would never ask for your confidential login details in this way. If you have received such an e-mail, it is important that you do not access any links within it, disclose your login details or reply to it. Please forward it to [email protected].

How do I stop receiving fraudulent e-mails?

Your Internet Service Provider (ISP) may offer a service that will allow you to mark e-mails as 'spam' so that you don't receive them in the future. Contact your ISP to ask about this service.

If you are ever concerned about suspicious activity on any of your accounts whilst viewing them online you must contact us immediately.

Your privacy and security are our number one priority. Your personal information is never stored on our web servers, but on different databases that are protected from public access.

Trojans are used by fraudsters to gain access to an individual's PC and record their activities on the internet without their knowledge. Information such as personal login details for online banking can be recorded in the following ways:

• by recording the keys you press on your keyboard
• by copying images displayed on your screen - including online application forms

• by asking for security details to be completed in a pop-up window or dialogue box These details can then be used to fraudulently access online bank accounts. We would never ask for your confidential login details in a pop-up window or dialog box. Please do not complete your sign in details in a format which appears different to our standard sign in page.

How can Trojans get on my PC?

Trojans can be sent to you in an e-mail attachment particularly in 'spam' e-mail.

We recommend running your anti-virus programme regularly and checking for updates to this software at least once a week.

Phishing emails are fraudulent emails that look as if they're from your bank, and ask you to provide your online login details by clicking on a link to a website. The website you enter may be run by fraudsters, who may use your login details to access your account.

We would never ask for your confidential login details in this way. If you receive an email like this, do not click on any links in it, disclose your login details or reply to it.

Please forward any suspicious emails to [email protected].

Spyware refers to a broad category of malicious software that may be installed on your computer without you knowing. This software can be designed to collect personal information about you, track the websites you visit or change the configuration of your computer.

We recommend you use one of the following combinations of operating system and internet browser as a minimum requirement:

Opertating System	Browser
Microsoft® Windows® XP	Internet Explorer v7 or higher* Mozilla Firefox v3.6 or higher** Google Chrome v11 or higher*** Apple Safari v4 or higher
Microsoft® Windows® VISTA or Windows® 7	Internet Explorer v7 or higher* Mozilla Firefox v3.6 or higher** Google Chrome v11 or higher*** Apple Safari v4 or higher
Apple Mac OS X 10.6 (Snow Leopard)	Internet Explorer v8 or higher* Mozilla Firefox v3.6 or higher** Google Chrome v11 or higher*** Apple Safari v4 or higher

Our internal testing is carried out on a selection of operating systems and browsers including Internet Explorer, Mozilla Firefox and Google Chrome and our online banking service should work with all major modern operating systems and browsers.

I have an older machine & browser set-up

If your PC or Mac doesn't match the suggested combinations, you may still be able to use our secure online service, but some of the features may not work as expected. Our ability to provide support for browsers which aren't listed may be limited.

We would recommend that you upgrade your Internet Browser to a version as outlined in the table above.

I have a mobile or tablet device

You can use a mobile or tablet device to access our secure online banking service. Again, we cannot guarantee your experience will be the same as on a PC or Mac.

  
* The latest version of this software can be downloaded from the Microsoft® website at http://www.microsoft.com . Any installation difficulties should be referred to Microsoft®.
** The latest version of this software can be downloaded from the Mozilla website at http://www.mozilla.org . Any installation difficulties should be referred to Mozilla.
*** The latest version of this software can be downloaded from the Google website at http://www.google.com/chrome . Any installation difficulties should be referred to Google.

Using Internet Explorer:

• Select 'Tools' from menu bar, then 'Internet Options'
• On 'General' tab, under 'Temporary Internet Files', select 'Delete Files' button

Using Firefox:

• Select 'Tools' from menu bar, then 'Options'
• On 'Privacy' tab, select 'Show Cookies', select 'Remove cookies' or 'Remove all cookies' button

Cookies are pieces of information or data which a website transfers to a cookie file which is stored on your computer's hard disk. Most major websites use cookies. They enable you to navigate around our website, remember you as a returning customer and (where appropriate) cookies enable us to tailor the content to fit your needs. Find out more about cookies.