Consumer complaint received 2019-08-28
Company: SUNTRUST BANKS, INC.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, my wallet and phone were stolen in XXXX XXXX, LA by a person unknown to me. I was pick-pocketed at some time in the late morning or early afternoon, but I'm not sure exactly when or where it happened, other than that it happened in the XXXX XXXX. Between XX/XX/XXXX and XX/XX/XXXX, the perpetrator debited my Suntrust bank account for over {$3500.00} and charged nearly {$6000.00} on my Suntrust credit card. My guess is that they stole my pin number while using an ATM and then later targeted me for theft. 

I called Suntrust to report the theft on XX/XX/XXXX and the money was temporarily credited to my credit account, but not my bank account. On XX/XX/XXXX, I received a letter stating that my debit card fraud claim was being denied, with the only explanation being : 'During our investigation we determined that no error occurred and your case is being denied. Due to the action that has been taken by SunTrust in denying your claim, you will assume full responsibility for these debts and any associated fees. ' On XX/XX/XXXX, I received a letter from Suntrust denying the fraud claim on my credit card, with the explanation being : " Evidence indicates that you participated and/or received benefit from the transaction ( s ). '' On XX/XX/XXXX, I called Suntrust for addition information. The first ( unnamed ) representative reviewed substantial notes attached to my case and record, and who said he would provide me with a copy of these notes, but ultimately did not. Before he got off the line, he said that the justification for the decision was that I had done business with this vendor previously, which seems absurd given the number of vendors involved and considering that I have never done business with ANY merchants in the XXXX area of XXXX XXXX, Louisiana. He then transferred me to his supervisor XXXX, who refused to provide any information and reported that the investigation was closed, no additional information was available, that there was no means of appealing that decision, and that there was no one else available I could speak with. She provided me with an address and stated that any further communication would have to be in writing. I mailed a certified letter to Suntrust on XX/XX/XXXX, notifying them that I am complaining to the FTC about their blatantly illegal practices in attempting to avoid liability by either fabricating or withholding exculpatory evidence ( letter is attached ). My Suntrust World MasterCard carries a 0 liability policy. To the best of my knowledge, I should be liable for at most {$50.00} on each my debit and credit cards since the theft was reported within 48 hours. I have been a Suntrust customer since XX/XX/XXXX, and this is unacceptable. 

Please note : I've attached both my debit and credit card statements. On the credit card statement, transactions between XX/XX/XXXX and XX/XX/XXXX were not made by nor authorized by me, including the posted balance transfer on the credit card where they moved {$4000.00} to my checking in account ( likely in an attempt to directly debit it from my checking account ). I am not sure how they'd even be able to do that. On my debit card statement, I believe that the first 2 ATM charges are mine ( at XXXX XXXX XXXX ), but all other debits between the XX/XX/XXXX and XX/XX/XXXX will be fraudulent. I've also included the two fraud rejection letters from Suntrust as well as a copy of the certified letter that I've mailed to Suntrust.

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