Consumer complaint received 2018-11-27
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
We have a SunTrust Business Checking account for more than 22 years. 

Our business banking check with SunTrust Bank was illegally altered to payable to " Cash '' was put through XXXX XXXX  and paid by our SunTrust Bank in the amount of {$7800.00} on XX/XX/2018. I found out about the check when I asked for balance after I made a deposit the next day, which is the XXXX of XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX. I filed a fraudulent check cashing complaint with the same bank location on the same day. The bank rep told me I will receive the money in 10 days. I was also told I will be getting a call from a bank investigator. 

I Received a call from the investigator. She informed me that the check was put through XXXX XXXX. She asked me a few a questions and then told me to fill up an affidavit and return it to her. Which I did and emailed it to her on XX/XX/XXXX. I followed up on the XXXX to make sure bank received it. I spoke to someone by the name of XXXX XXXX, she informed me that the affidavit was sent to XXXX XXXX   and we should be getting the money back in 30 days or less. 

I followed up again on XX/XX/XXXX and reached someone by the name of XXXX XXXX. She told me XXXX XXXX  has not responded to their communication yet. She is also not sure if I was going to get the money back in 30 days time limit or so. I asked to talk to supervisor, XXXX XXXX came on the phone. She informed me the 30 days time limit is something different, this could take 90 days or as much as 120 days. I reminded her that SunTrust Bank had our money and therefore they need to credit out account for the amount stolen from the account. This is a substantial amount of money and we can't wait 90 or 120 days. 

At this point I am getting a little concern as I am getting so many different versions about the time to get the money back. 

I approached the Bank Manager on the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX, at the next day on the XXXX. He made a call to SunTrust Claim at my presence and spoke about the issue. The Bank manager told me that claims dept. has not heard back from the XXXX XXXX. He asked to expedite the issue meaning we could hear something from in 24 hours. He informed me that ACH issues have a 90 day limit of investigations, however he has never seen a case taking more then 30 days. I told him I would like to get the issue resolved, and if it doesn't we may have to consider other legal options to get our money back as bank should just credit our account and take it up with the XXXX XXXX. 

I followed up the next day, he called the claims Dept. only to hear again they have not heard anything from the XXXX XXXX yet. 

I followed up with the bank manager on Tuesday XX/XX/XXXX, however he was on vacation. I made a call on my own to the SunTrust claims Dept. again. Once again I was told they have not heard back from XXXX XXXX. I asked to talk to a supervisor, someone by the name of XXXX XXXX came on the line and identified herself as a supervisor. She refused to give her official position and stated the same they have not heard back from XXXX XXXX. I reminded her SunTrust had a fiduciary responsibility to care for the money, however they failed to do so, and they should credit our account as they had the money and not XXXX XXXX. I told her I don't need to know what happened with XXXX XXXX, as our relationship is with SunTrust and not XXXX XXXX. SunTrust Bank gave out our money on a fraudulent illegal check. 

I decided to call the CFPB on the XXXX to find out what they do and how to file a complaint. 

I followed up again on the XXXX with SunTrust bank manager at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX. He called the claims Dept. and after about 25 minutes of wait informed me they have not heard back from the XXXX XXXX. I informed the bank manager that all issues I have had with personal account with XXXX XXXX XXXX gets settled in days, and even sometimes before I even found out about the issues. Frustrated I clearly told him I am getting run around by the bank, and asked what will happen after the 90 days or 120 days. The bank manger said he wasn't sure but will call the claims Dept. again and allow me to ask the questions directly. He called and after another wait of 25 minutes XXXX XXXX XXXX came on the phoneline. She said they haven't heard back from the XXXX XXXX. I asked her what happened after 120 days, if they don't hear from XXXX XXXX, she said nothing and told me the investigations could take as long as needed and there is a chance I may never get the money back. She also told me they are not the actual investigators, they only read the updates posted by investigators. 

At this point I told her that I will file a complaint with the CFPB as it is absolutely ridiculous that they can't get give me any real update about getting the money back.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief