Consumer complaint received 2019-02-09
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/18 - I contacted Suntrust Bank about 2 unauthorized transactions for the amounts of {$200.00} and {$180.00} which were in the pending stage and told them I did not recognize these transactions. Suntrust canceled my card and said they would issue me a new card. 

XXXX the two transactions actually posted to my Suntrust account and I was told to fill out and fax the affidavit paperwork, which I did. I contacted XXXX XXXX about what was going on because I didn't understand why money was coming out of my bank account when I didn't initiate any transactions. I was asked by XXXX XXXX to send additional information about the transactions so I emailed them a screenshot with the details of the account shown on my bank account. XXXX XXXX said that there was another account created in which my bank debit card was linked to the account somehow. They advised me to call the bank and start a report, which I had done already. 

XXXX Suntrust issued a provisional credit totaling the {$380.00} XXXX Suntrust denied my claim stating no error occured. I called immediately about my case being denied when someone has compromised my bank account. I asked how can that decision be allowed when I didn't authorize any transactions and I also told them about the information XXXX XXXX had given me about someone linking my card information to another account that was created. Suntrust asked me to fill out a rebuttal form, in which I completed and faxed over as well as the email communication that I had with XXXX XXXX about the card being linked to another account. 

XXXX My Provisional credit was reversed!!! Suntrust took back the money that was taken away from me. I was furious and it was the holiday season so I could not get in contact with them, and I had to fly to work within the next few days. 

XXXX When I got back in town from work, I visited a Suntrust branch bank at XXXX XXXX XXXX , XXXX , GA XXXX. I spoke with one of the ladies in the office and she went through the phone process to check on the status of my case. She was told by her people that there is nothing we can do at the moment until the case is finished and they had 45 days total to do so. I requested to be contacted by the investigator to help expedite the process and see what was wrong and if there was any assistance I could do to help. I also filled out a complaint to Suntrust in which the lady in bank help me send. 

Week Later or So- I called to check on the status of case and was told the same information about waiting until the investigation was complete. 

XXXX Suntrust denied my claim once again. I called immediately to find out what happened and representative told me at this point there was nothing that can be done and to contact XXXX XXXX   because its not considered fraudulent activity but a merchant error, also told to call a supervisor and speak with them in the morning. I asked the lady how was it a merchant error when XXXX XXXX said my card was linked to another account and money was transferred out? The representative was getting upset and said again there is nothing she can do at this point. I contacted XXXX XXXX to get an understanding of how it was possible for someone to do this. Especially, when the XXXX XXXX account used wasn't my own. 

XXXX I was contacted by XXXX from XXXX XXXX and was told the bank is to do the dispute because payment was initiated from a debit card that is from Suntrust and that XXXX XXXX can only start a dispute when funds come from a customer 's cash balance or XXXX, and that it was likely my debit card was stolen outside CashApp. XXXX said they have notified their team about the person using my card may be using their account to scam others. 

Few days later- Contacted XXXX XXXX again to question more about how my information was taken. They told me they can't speak on the matter anymore and sorry there was nothing they can do at this point. 

XXXX Contacted Suntrust Bank to speak with a claims supervisor about my disappointed in the Bank denying my claim and not protecting me in this event. I asked questioned to her, if someone has compromised my bank account and taken money out of it, how is it possible there is no protection for me. She said she understood my concern and would draft a letter to the investigating team and hopefully they may give a response. Later that evening, I got a call back from her and she apologized and said unfortunately there was nothing they could do at this point. I asked what is it that would make me not have protection and she made a statement about my card info being linked to XXXX XXXX and to try to see if they can send the money back and that's all she could do. Unacceptable!!! This bank has truly let me down and I have been an account holder since I was XXXX years old back when it used to be XXXX XXXX!!! I have a family to feed and they act as if they could care less. I searched online and saw there are numerous complaints about this as well. They need to be penalized for these actions.

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