Consumer complaint received 2020-10-27
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2020 at approximately XXXX XXXX  I received a call from a wireless caller at phone number XXXX. The caller stated her name was XXXX XXXX calling from the SunTrust bank branch in XXXX, FL. She provided the bank 's phone number of XXXX. I verified that number was the number at the SunTrust XXXX branch. She stated that my debit card had been used for fraudulent purchases and the police were detaining a suspect at the XXXX in XXXX XXXX, FL. She stated that the police were on her office phone requesting additional information and that she was calling on her cell phone. She asked me to verify the following charges on my Debit card. 
XXXX XXXX - {$1100.00} XXXX XXXX - {$2000.00} XXXX XXXX - {$980.00} XXXX - {$720.00} XXXX - {$1500.00} I advised that none of those charges were mine and that I did not authorize anyone to use my debit card. 
This XXXX XXXX then stated she was going to verify my account information. She had my checking account information and read over all of my recent transactions from my checking account, including deposits and all of my online bill payment transactions. She also stated my correct Date of Birth along with the last 4 digits of my Social Security Number. She then stated my mothers maiden name. She stated that my PIN number was XXXX which had been compromised. I stated the information she provided was correct at which time she advised she was in the process of reversing the charges and providing the police information to continue to detain the subject they had in custody. She stated that my card had been recently scanned when I made a recent purchase at XXXX and that they had obtained my PIN number. She suggested that I obtain an RF wallet to prevent credit card scanning in the future. 
She kept me on the phone going over the alleged fraudulent charges and stating it was taking awhile to reverse the charges. 

At approximately XXXX XXXX she advised that they had a photo of the subject and they needed to meet me to go to the nearest XXXX to meet an a Sun Trust associate who would show me the photo and to verify my debit card. She also advised that the Associate XXXX will have a new card for me and that a card debit deactivation code needed to be sent. It needed to be done at the XXXX as that is where the card was scanned. She stated that XXXX in a XXXX XXXX XXXX will meet me to obtain the card, show the photo and issue a new card. 

At Approximately XXXX XXXX  I drove to the XXXX at XXXX XXXX XXXX XXXX XXXX, FL. A XXXX  Female wearing a Covid mask approached and stated she was XXXX from SunTrust and she will need my card to continue the investigation. She took my card and stated she will return shortly. 

The original caller, XXXX XXXX called back from the same number of XXXX and inquired if XXXX was with me. I stated she had my car at which time she stated that they were processing all of the information. She kept me talking until I received a text fraud alert-card message from Sun-Trust at XXXX XXXX  asking did I authorize an {$800.00} withdrawal from SunTrust. I replied no per the SunTrust text and was told to call the fraud prevention line at XXXX. 

I called the SunTrust fraud line and Spoke with XXXX XXXX. She advised that person ( s ) unknown had withdrawn {$4000.00} from my checking account using the ATM at the SunTrust branch at XXXX XXXX XXXX. XXXX XXXX, FL. She stated that they subjects had made five consecutive {$800.00} withdrawals between XXXX XXXX  and XXXX XXXX. I advised that I did not have {$4000.00} in my account. She stated that the subject ( s ) had called in and transferred funds from my other savings account and a second checking account into my main checking account to cover the withdrawals. I stated that I never authorized that transfer and that these withdrawals exceeded the limits for ATM withdrawals allowed on my account. Ms. XXXX agreed that these withdrawals exceeded the withdrawal limits and should not have been allowed. She advised that I needed to file a fraud report with SunTrust Security. 

I was connected with SunTrust Account Security and Claims at XXXX. XXXX XXXX Filed a fraud report # XXXX She also filed an ID theft report # XXXX. 

This was possibly an inside job from someone who had all of my banking and personal information obtained from SunTrust records. The fraudulent caller had all of my correct SunTrust banking and personal information that was relayed to me by the fraud caller. 

These ATM withdrawals should not have been allowed as the exceeded my account 's withdrawal limits and SunTrust Industry withdrawal limits. The Fraud Text alert was sent by SunTrust after the withdrawals had taken place. I was not notified by SunTrust security until after these withdrawals had taken place. 
In addition I have had this account for over the past 15 years and have never conducted business in this manner nor have I ever conducted withdrawals in these amounts. The fact that my other accounts were swept to XXXX  balances should have triggered an alert to stop the transactions and notify me prior to the withdrawals. My account was compromised by person ( s ) unknown and SunTrust should not have allowed these withdrawals to take place. SunTrust did not use due care to prevent these fraudulent withdrawals to take place. 
I filed a police report immediately following the incident and the police are currently investigating. 

I received a letter from SunTrust on XX/XX/2020 denying my claim for this theft. 

I have received information from the investigating detective assigned to this case. He Subpoenaed the records from Suntrust regarding this fraud. He reviewed the phone conversations regarding this fraud that took place on XXXX, 2020. The person that called Suntrust requesting my account transfers and to increase the daily ATM withdrawal limit called from an entirely different phone number and area code from my number on file with Suntrust. That different phone number should have alerted Suntrust that this was a possible fraud. The caller was clearly trying to disguise his voice to make him sound older. Suntrust security did notify me of the fraudulent withdrawals until after the funds were withdrawn. The funds were all withdrawn within 5 minutes. Suntrust security sent a text informing me of

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