Consumer complaint received 2019-05-18
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:
My husband, passed away on XX/XX/XXXX. While going through his paperwork in his desk, I found that on XX/XX/XXXX he sent a wire transfer in the amount of {$29000.00} to Sun Trust Bank in XXXX GA, to purchase an automobile that was advertised in XXXX XXXX XXXX. The funds were to be held until the car could be driven to CA to be looked at by our mechanic. Just days later, The Fraud Dept.

Officer at the time, XXXX XXXX # XXXX called my husband and advised him that this was a wire fraud " Scam '' and the funds were going to be frozen so the subject could not remove them. Subject did attempt to remove the money, however Sun Trust Bank would not let him. Now, it seems that Sun Trust Bank would not release the funds back to my husband until a Police Report had been made. My husband filed a " Grand Theft '' Police Report in the city of XXXX XXXX CA, and the number was sent along to Sun Trust Bank. A letter was also sent along to Sun Trust Bank on XX/XX/XXXX apprising them of the conversation with Officer XXXX XXXX ( PH # XXXX. My husband also asked Sun Trust Bank at this time, as to whether a " Seizure Warrant '' would be necessary, he never received a reply. My husband, in XX/XX/XXXX, was suffering from XXXX. He had a XX/XX/XXXXXXXX  and we were told that perhaps a lot or some of his XXXX might be restored. Sadly, this did not happen, and you can understand that when this paperwork surfaced in XX/XX/XXXX, I was in shock! I have sent two letters and made numerous phone calls to Sun Trust Bank asking for the release of our funds. All of these letters and phone calls have gone unaddressed. There has also been a letter of appeal to XXXX XXXX XXXX at the US Attorney Office in XXXX, GA on XX/XX/XXXX and I have heard nothing from that office to date. All letters were sent in accordance to the Bank and US Attorney Office and all were delivered. I did speak with XXXX XXXX 's office, The US Attorney of GA, and have once again compiled a letter to his office addressed to Mr. XXXX XXXX. This letter is being sent out on XX/XX/XXXX. The US Attorney 's Office did ask me to perhaps reach out to Sun Trust Bank one more time, and so I did. They suggested a Bank to Bank phone call to perhaps help with the proof of transfer and/or other issues. I did this as well on Friday, XX/XX/XXXX at my local branch of XXXX XXXX XXXX with my bank representative XXXX XXXX. The manager was also in attendance. Sun Trust Bank via supervisor XXXX, asked XXXX XXXX XXXX to issue a transfer of these funds from Sun Trust Bank to XXXX XXXX XXXX, and this would get the ball rolling. However, my bank manager said, this action would have to have been done one hour after Sun Trust Bank discovered the " Wire Fraud. '' Sun Trust Bank should have at that time, advised my husband to take the banking steps to return the funds to him, THEY DID NOT DO SO! This was their responsibility to do so! Who would know what to do in this case scenario? It is the banking institution 's ethical duty to advise us correctly. Sun Trust Bank was neglectful and did not advise us morally or ethically. 
They have also now, suggested another route, however I have been advised by my bank manager not to expect much. Being left a widow and with bills that are unimaginable, you can see why these funds are important, besides being MY FUNDS. I now act as the Trustee/Settlor of our trust. Apparently, Sun Trust Bank was great at catching the " Wire Fraud '', they just have a problem returning the client 's money. 
My husband served the XXXX XXXX Police Department honorably for twenty years and also served the US Military honorably for two years. My husband, as well as myself have complied with everything that Sun Trust Bank has thrown at us, and still receive only dead end directions and hang ups to my phone calls ( attention Supervisor XXXX ). Banking institutions should be held accountable for their actions just as anyone else. Pressure needs to be placed in the right direction so wives like myself living off of a Police Pension and Social Security do not have to fight to return what is rightfully ours! 
Finding this issue after loosing a beloved husband is, as you can imagine, heart wrenching. Having to stop the mourning process and deal with banking institutions like, Sun Trust Bank, is OUTRAGIOUS and NEGLECTFUL on their part. I assume that they wish for me to tire and walk away, however that is not my nature, and with zero intention of passing away in the near future, I turn to you for help. " Better Business '' are the key words here ... I hope they are lived up to them. 

Respectfully Yours, 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