Consumer complaint received 2018-04-19
Company: SUNTRUST BANKS, INC.
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Hello, I have a story for you. On XX/XX/XXXX approximately XXXX XXXX  to XXXX XXXX  I drove up to the ATM machine at the Suntrust located at XXXX XXXX XXXX XXXX, XXXX, FL. I had approximately {$1300.00} in cash, XXXX {$100.00} bills. I proceeded to put my debit card into the ATM machine, go into my account and put cash deposit of {$1300.00} in. After putting the cash deposit in the ATM, the machine proceeded to make a sound as if it was counting the money. The screen then had a readout of {$1200.00} with the complete deposit button. This was in accurate so I pushed the return money button. The machine started to malfunction, the cash and check entry area door started to open and close with no money going into or out of it. At that time is spit out one, {$100.00} bill then the door opened and closed and XXXX more XXXX dollars came out in the form of {$100.00} bill. The ATM screen then seem to glitch and it said that it was temporarily unavailable. I did not receive a receipt my ATM card was rejected., leaving {$1000.00} unaccounted for. I proceeded to look into my mobile app on my XXXX to see if I had a pending transaction of {$1000.00}, there was no deposit of {$1000.00} and there was no pending transaction of {$1000.00}. I proceeded to call Suntrust after a 45 minute rigorous hold. I got a representative on the phone. I asked for them to look in the administrative side to see if there was a pending transaction or any transactions on my account during this time. They said the account showed zero activity and nothing pending. I told them I was outside the ATM, not moving and Im demanding my money back. They said in 10 to 15 days they will do an investigation and theyll tell me the outcome. I told them this was unacceptable and I just been robbed by a machine and I demand my money once again. I asked to speak to a manager. I spoke with SunTrust representative. They were of not help and sounded robotic as if they were reading from a script card. I proceeded to go up the chain to the fraud division. They said theyll do an investigation and to be at the branch first thing in the morning to talk with the branch manager. I told him this was unacceptable. So I contacted the XXXX Police Department reference the theft of {$1000.00}. Officer XXXX XXXX from the XXXX Police Department arrived on scene and I explained to him the situation. Officer XXXX, XXXX proceeded to take an intake and do a report reference case # XXXX. I notified the bank that I filed a police report and on XX/XX/XXXX. No response as if they didnt even care. I arrived at the Suntrust XXXX branch where the incident had occurred at XXXX XXXX., next day. I signed in as a non-appointment and spoke with a female that was in charge of handling walkins and appointments. I proceeded to explain to her the situation she said there was nothing that she can do. I explained to her that I talked with the corporate branch of SunTrust and they told me to come in so you can do ATM cash count to see if there was an overage in it ... XXXX so I can get my money returned. She told me that the ATM was not theirs ( Suntrust )??? and it was owned by XXXX the conversation was not constructive and went nowhere. I demanded my money but no response was given. I then contacted XXXX and explain to them the situation. They stated to me that they only deposit money and withdraw money and take it to the federal reserve and that the ATM is the responsibility of Suntrust!, and its theirs. Ive been filed a complaint with FDIC and Consumer Finance Protection Bureau and have informed my lawyer case # XXXX, I spoke with a representative on the phone from SunTrust that was rying to get me to self incriminate myself so the investigation can be dropped and I lose my money! SunTrust is treating me like I have robbed them! 

As of this time, there was no word on the money or if Ill ever get it back. 

XXXX XXXX Cell. : ( XXXX ) XXXX Email : XXXX This has been a major inconvenience and the money was being deposited for travel expenses and luggage to travel to DC reference ill family member thats probably going to pass. Suntrust has not been very helpful or reassuring.

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