Consumer complaint received 2019-09-23
Company: SUNTRUST BANKS, INC.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2019 SunTrust informed CFPB for I to fill out the Hold Harmless letter and email the scan copy to XXXX. 
On XX/XX/2019 The Hold Harmless department refused to accept the Hold Harmless letter from me because I am not from the bank. I responded with the copy and paste from SunTrust CFPB response. The Hold Harmless department responded for me to contact the individual from SunTrust, and to have it notarized. The representative from SunTrust informed me to contact the Hold Harmless department. Please this run around is not fair and false from what was told to CFPB and I need my money back. 
XX/XX/2019 XXXX XXXX ( XXXX ) XXXX Company 's Response We have received and reviewed your correspondences forwarded to us from the CFPB regarding a {$1600.00} wire transferred into a SunTrust account. I am sorry to learn that you were the victim of an apparent scam and understand how a situation like this can be frustrating. I appreciate the opportunity to respond. Our review of the facts related to this matter indicates that on XX/XX/2019, the funds were properly credited to the SunTrust Bank account according to the wire instructions we received from XXXX XXXX XXXX XXXX, XXXX. Typically when non-clients contact us about fraudulent activity involving accounts at SunTrust, we direct those individuals to contact their bank to file fraud claims for the transactions they question. It would be up to that bank to initiate any claim on their clients behalf and submit it via email to XXXX ; the matter would then be handled between the two banks. The claims are investigated by our Fraud Division, and we will contact the banks that submitted the claims with our findings. For this reason, individuals will need to contact their banks directly regarding their claims. We do, of course, cooperate with any law enforcement investigations concerning fraud claims. SunTrust acts in accordance with all State and Federal laws and regulations and denies the allegations of wrongdoing. We have no record of receiving a Hold Harmless claim regarding this matter from XXXX XXXX XXXX XXXX, XXXX. Because you have stated that they refuse to submit a Hold Harmless claim on your behalf, I am enclosing the required form so that you may complete the form and return it to the email address noted above. Ms. XXXX, I understand this is not the resolution you are seeking from SunTrust, and I do hope that law enforcement is able to resolve this for you. If you have additional questions, please contact your financial institution for further assistance. 

XXXX case number Case # XXXX Parties Involved : XXXX XXXX XXXX XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Resident Agent XXXX  XXXX   XXXX XXXX XXXX XXXX XXXX , MD XXXX SunTrust phone # XXXX ( XXXX ) XXXX SunTrust Banks Headquarters XXXX XXXX XXXX , XXXX XXXX , Georgia XXXX XXXX Wire Department XXXX ( XXXX ) XXXX XXXX Fraud Department XXXX ( XXXX ) XXXX XXXX Headquarters XXXX XXXX XXXX XXXX  XXXX , NY XXXX Chain of Events : XX/XX/2019 my daughter XXXX XXXX began communications with XXXX XXXX XXXX on XXXX . XXXX XXXX XXXX had an ad on XXXX for an apartment. The rental was for {$850.00} a month on XXXX XXXX XXXX, XXXX, CA. XXXX lives at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. XXXX was looking for a rental in XXXX XXXX, because she is attending XXXX XXXX XXXX. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX as Janets number to call and text. XXXX sent a XXXX message a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA, and that XXXX XXXX XXXX was the owner of the complex. This was proof for XXXX that this rental was not a scam. 

XX/XX/2019 XXXX told XXXX inorder to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit SUNTRUST ACCOUNT INFO ACCOUNT NAME : XXXX XXXX BANK ADDRESS:XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX SWIFT CODE : XXXX XXXX XXXX Address XXXX XXXX XXXX  XXXX  XXXX XXXX XXXX md XXXX. 
I wire {$1600.00} minus the wire fee of the {$1700.00} to the above account to hold the apartment in XXXX XXXX on XX/XX/2019, because my daughter told me that the rental was checked out by her. I wired the monies to the above account for the apartment. I text XXXX a copy of the bank wire receipts. I text XXXX XXXX XXXX asking for a copy of the receipt. XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. 
On XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. 
On XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did I learn when we arrived to the location, that the apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX representative informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a police report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. XXXX XXXX Police Department Police Headquarters, Report Management Section, XXXX XXXX XXXX, XXXX  XXXX, XXXX XXXX, CA XXXX. After, I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact XXXX their fraud department, and the department was closed.I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I informed SunTrust of the fraudulent transaction, the representative said she will email the wire department, but I must contact my bank to start the wire recall. 
On XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. I contacted XXXX fraud department and they referred me to call the wire department. There was nothing that the fraud department could do to help me but freeze my accounts. The XXXX wire department was closed till Monday. The wire department business hours are Monday to Friday from XXXX to XXXX. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I told a representative at SunTrust I had a police report number, the representative said they can only accept it from the police department and/or XXXX. 
XX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX profile picture was liked by 3 people who are located in XXXX. Those individuals XXXX XXXX, XXXX, and XXXX XXXX are living in XXXX. I believe they are involved with the rental scam. I researched XXXX XXXX their agent for service is also XXXX, whom is living in Maryland. The agent for service for XXXX XXXX is XXXX XXXX located XXXX XXXX XXXX XXXX XXXX, MD XXXX. XXXX XXXX is still active. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. I learn that SunTrust doesnt have a bank in XXXX. My research on rental scams work by having individuals in the US pick up the money, keep a percentage and wire the rest to XXXX. I contacted the wire department XXXX ( XXXX ) XXXX. The representative from the wire department informed me, that in 24 to 48 hrs they would process the bank wire recall. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. SunTrust representative said they will need a Hold Harmless letter from XXXX. 
XX/XX/2019 I contacted the wire department and there was no update. I informed the XXXX Wire department that SunTrust is going to request a Hold Harmless Letter. The representative informed me not to worry they will take care of it, they know what they are doing and its still being processed. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I contacted the XXXX wire department. A representative told me, Im ma'am but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate the case their investigators because SunTrust is requesting a Hold Harmless letter. XXXX said, It doesnt seem like they want to return the money. I informed XXXX that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I called XXXX wire department to inform them that I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. I offered the police report number to SunTrust, but they refused. No update from XXXX wire department on when the investigator will call me. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank ( SunTrust ). She reports that SunTrust closed their accounts. I reported the incident to the FBI. 
I had a missed call at XXXX, ( which is outside normal business hours ). I called back the number, which was the same as the XXXX wire department. I called back XXXX wire department. The representative said that was nothing he can do to help me connect with the investigator that tried to call me. I requested to be transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email SunTrust to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back with an update. XXXX did not call back. When I called back at XXXX, I was on hold for 45 minutes and then disconnected. I was hung up on many times by representatives, when I was calling the XXXX wire department to follow up with the investigators. I talked to SunTrust the account for XXXX XXXX is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019-XX/XX/2019 XXXX XXXX weekend all offices were closed. 
XX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had printed out of screenshots from emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their emails. I gave him the wire department phone number and case number. He said he was really busy and will do it when he can. I return XXXX hours later, XXXX said, he called and talked to the XXXX wire department and sent an internal tol the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. 
XX/XX/2019 I contacted XXXX wire department I was hung up on by an employee name XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts, and account number. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to SunTrust bank letting them know that XXXX was working on this account. When I finally talked to XXXX, he informed me that he has received my documents. For me to go to my local banker for more information. 
XX/XX/2019 I called XXXX Wire Department for 3 hours. XXXX kept refusing to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four more hours of calling the XXXX wire department, I finally talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call SunTrust in tears. I was transferred to SunTrust wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said, Yes, I can! I told XXXX that I had everything except the police report that it takes weeks or days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called XXXX wire department, it took three hours before I could talk to someone without hanging up on me. I informed the XXXX wire representatives about what XXXX from SunTrust told me, and the representatives said repeatedly that the Hold Harmless was denied.. The representatives from XXXX wire department kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX, who I informed what XXXX told me. XXXX said we will do another recall that day. XXXX said, but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department. XXXX called back and said it looks like SunTrust doesnt want to give you back your money, XXXX told him that they did 3 to 4 wire recalls on this account. I informed everyone the account at SunTrust for XXXX XXXX was still open and the funds are still there. 
XX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the XXXX wire department keeps sending me back to him. He said someone should be calling me by Tuesday. I called XXXX Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the XXXX wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the XXXX wire department. XXXX said no bank recall was done, in fact only one recall that was done on this account. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX said he sent an email to SunTrust requesting the money to be returned without a Hold Harmless Letter. I talked to SunTrust they informed me that only one bank wire recall was done. When they ask for the Hold Harmless letter, they thought the wire recall was abandoned because XXXX did not respond to their request. Again the representatives from the XXXX wire department lied to me. 
XX/XX/2019 at XXXX XXXX from XXXX Executive department called me that they received my my complaint from the FTC . I would get a response in 15 days. I requested that the documents I sent to XXXX to be forwarded to SunTrust. XXXX said she will look into it and let me know if they can send the documents. XXXX did explain that a Hold Harmless letter states SunTrust is not at fault for this transaction, that is why a Hold Harmless Letter is difficult for them to do for me. At XXXX I talked to XXXX from XXXX Wire Department. She said that there was no response from SunTrust regarding XXXX email to them. She said that another wire recall will not be completed because it will cause them to create another case. I called SunTrust wire department and talked to XXXX. She said since Im not a SunTrust client she cant take any information from me. 
XX/XX/2019 XXXX I talked to XXXX from XXXX Wire Department. XXXX said that the Hold Harmless letter was denied. ( Which I did not ask about ). XXXX said that the email was sent from XXXX to SunTrust XX/XX/2019 at XXXX. She said that SunTrust replied XX/XX/2019 at XXXX that the request requires a Hold Harmless letter. When I repeated what XXXX said, XXXX began to say she meant regarding the Executive investigation. However, I was very clear about what I was talking about and what email I was referring to in my phone conversation. This is my biggest issue with XXXX is the poor communication. I feel that both of the banks are lying to me and do not care because its not their money. At XXXX I got a call from SunTrust Executive department that they received my complaint from FTC , the individual said XXXX XXXX is assigned to my case. I will get a response in 15 days. 
My complaint with SunTrust is their unwillingness to investigate the fraud. Its extremely unethical to allow someone to use SunTrust as a means to commit fraud. 
My complaint is that XXXX is not doing to due diligence in helping me. XXXX wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to SunTrust because their intentions are to punish my family and I for being scammed. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughters college tuition. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we need for her college education. XXXX wire department is destroying lives for people of XXXX. Please help me. 

Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX

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 explanation