Consumer complaint received 2018-01-23
Company: SUNTRUST BANKS, INC.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I went to the SunTrust Bank located at XXXX XXXX XXXX XXXX XXXX, VA XXXX to cash a personal check written to me. 

I handed the teller the check written for {$130.00} and my id and I asked her to cash the entire check against my checking account. 

The teller took my check then asked me to swipe my debit card and enter my pin number which I did. She gave me the {$130.00} in cash I assumed was from the cashed check and a receipt and I left. 

On XX/XX/XXXX I was checking my account activities online and I noticed a cash withdrawl on XX/XX/XXXX for {$130.00} but there was no evidence of the {$130.00} check I cashed and deposited. I also looked at my receipt and noticed it said MONEYCARD WTH AMT : {$130.00} On XX/XX/XXXX I went into my local SunTrust branch in XXXX, Virginia to see why the check was n't showing and why I had a withdrawal. The branch manager looked into my problem and told me most likely the teller made an error. 

Instead of cashing the check for {$130.00} she discarded it after I gave it to her and took the {$130.00} out of my account like a regular withdrawal. 

The XXXX branch manager then initiated a phone call to the XXXX Suntrust branch. He was told the branch manager was not available so he spoke to the lead teller. He asked the lead teller to look for the missing check in open items and asked her to speak with the teller involved about it. The lead teller then informed the brach manager that the particular teller who handled the transaction had quit. 

The lead teller said she would look into the matter took my information and said she would call me on XX/XX/XXXX. I never received a phone call. 

On XX/XX/XXXX I called SunTrust corporate to see if they could help me with the lost check. They informed me I had to go back to the physical branch in XXXX to get any answers. 

On XX/XX/XXXX I go to the XXXX SunTrust branch. When I walk in and state my reason for being there the lead teller informs me " the problem of the {$130.00} missing check was taken care of by the branch manager and they money should be in my account ''. I inform her the money and/or the check is not in my account. 

The lead teller then goes into the branch managers office shuts the door and talks to him for eight minutes. She comes out and tells me I must speak with the branch manager. 

The branch manager greets me and informs me that this is the first time he has heard of the missing check. 

He tells me he will not be able to really help me because ... 1 ) I do n't have a copy of the check. 2 ) The camera would n't be able to pick up the check. 

The XXXX SunTrust branch manager suggested this missing check is my fault. He said I needed to go back to the person who wrote me the check and get a new one. When I refused he told me he would contact security right away to look at cameras and he would get back to me. 

We are now at the close of bussiness on XX/XX/XXXX and I have heard nothing from the XXXX branch manager. I also called SunTrust corporate they called the XXXX branch to try and get a status on the security check but they could n't get a response. 

Nobody wants to take responsibility at SunTrust they keep passing and placing the blame on me. Meanwhile I am still out of {$130.00} and am unsure of the whereabouts of the check I gave to the teller in question.

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