Consumer complaint received 2017-11-11
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I made a complaint, " after '' attempting to resolve the unauthorized hold of funds, by calling Suntrust at the number my local bank manager provided, for them to correct the issue, Please see the original complaint contained here, as well as the attachment, proving the illegal action occurred. 
Instead of offering to put corrective measures in place to prevent banking fraud, they lied in their response ( CLAIMING it did NOT happen, claiming no record of the call I made to " XXXX '', whom I would NOT know her name if I had n't spoken with her ) to the CFPB, XXXX the attached proof it did indeed occur ; and retaliated by allowing an unauthorized withdrawal from my account causing an overdraft fee! 
XXXX XXXX was made aware of the " unauthorized withdrawal and fee charged '' ; when my account is not to be debited without authorization! 
The fee was NOT returned ; and I told XXXX XXXX ; " I would speak to my insurance company to prevent further use of my checking account when they are supposed to debit my credit card ''! The fact that I made a payment in the past using my checking account ; does NOT authorize debits showing ZERO authorization ''! 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Consumer Financial Protection Bureau Submit a Complaint All complaints XXXX Print complaint Closed Submitted Status Submitted to the CFPB on XX/XX/XXXX Product Checking or savings account Issue Managing an account We received your complaint. Thank you. 

We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 

YOUR COMPLAINT Yesterday when I received an email from XXXX saying that the order had shipped and the payment was processed I went to my bank account, as usual, to reconcile my account and check to see if there is anything still pending on my account. The {$20.00} was showing paid. No longer showing pending. There was only one pending charge. Today when I went to my bank account to check to see if XXXX was paid, there are now two pending from XXXX. One of which is a duplicate. The {$20.00} was again taken from my available funds showing pending. I immediately called XXXX to see why they were double billing me. XXXX at XXXX told me that they were not double billing me, they were paid for the {$20.00} yesterday and I asked her why its showing pending for the exact same date and exact amount, and XXXX informed me that that must be my banks policy because they receive many calls a day with the same type of questionswhere people show paid and then pending again. She then advised me to contact my bank and provided the pre-authorization number from XXXX XXXX when I did the purchase online. That number is XXXX. She then provided me with the right to collect authorization. That number is XXXX. She said that it is generated at the same time the authorization is generated. She told me to ask the bank if I paid them twice, and if so we would like the preauthorization number for the now pending charge on my account. The second time for the same charge. It was paid yesterday and it is showing pending again. XXXX said that they arent double charging me and that XXXX has a pending hold on the account. I asked XXXX to give me the preauthorization number for the pending today and XXXX said that she already gave that to me, and I said noyou gave me the preauthorization number for the charge that was paid yesterday. You already fulfilled that so why are you holding # {$20.00} from my account again. XXXX told me to call XXXX with her on the line so they could release the hold. I asked her what policy Suntrust has in place to prevent the money from being taken multiple times, in this case twice, from a persons account. She told me that there is nothing I could do about it unless I wanted to call XXXX to release the hold. I informed her that XXXX had already told me that they do not have a hold on my account. She also told me that it is illegal to put a pending on something that has already been paid, and withhold further funds from me on hold. XXXX just kept repeating that it was XXXX fault. I advised her that I would be contacting CFPB. I asked who to speak to at Suntrust Bank to prevent this from happening. I told her that since Suntrust is not willing to tell me how they are going to correct this issue from happening to not just me, but other consumers as well that I would have to report this. 
What product or service is your complaint about? 

PRODUCT OR SERVICE Checking or savings account TYPE Checking account What type of problem are you having? 

Issue Managing an account Have you already tried to fix this problem with the company? 
Yes What happened? 

Yesterday when I received an email from XXXX saying that the order had shipped and the payment was processed I went to my bank account, as usual, to reconcile my account and check to see if there is anything still pending on my account. The {$20.00} was showing paid. No longer showing pending. There was only one pending charge. Today when I went to my bank account to check to see if XXXX was paid, there are now two pending from XXXX. One of which is a duplicate. The {$20.00} was again taken from my available funds showing pending. I immediately called XXXX to see why they were double billing me. XXXX at XXXX told me that they were not double billing me, they were paid for the {$20.00} yesterday and I asked her why its showing pending for the exact same date and exact amount, and XXXX informed me that that must be my banks policy because they receive many calls a day with the same type of questionswhere people show paid and then pending again. She then advised me to contact my bank and provided the pre-authorization number from XXXX XXXX when I did the purchase online. That number is XXXX. She then provided me with the right to collect authorization. That number is XXXX. She said that it is generated at the same time the authorization is generated. She told me to ask the bank if I paid them twice, and if so we would like the preauthorization number for the now pending charge on my account. The second time for the same charge. It was paid yesterday and it is showing pending again. XXXX said that they arent double charging me and that XXXX has a pending hold on the account. I asked XXXX to give me the preauthorization number for the pending today and XXXX said that she already gave that to me, and I said noyou gave me the preauthorization number for the charge that was paid yesterday. You already fulfilled that so why are you holding # {$20.00} from my account again. XXXX told me to call XXXX with her on the line so they could release the hold. I asked her what policy Suntrust has in place to prevent the money from being taken multiple times, in this case twice, from a persons account. She told me that there is nothing I could do about it unless I wanted to call XXXX to release the hold. I informed her that XXXX had already told me that they do not have a hold on my account. She also told me that it is illegal to put a pending on something that has already been paid, and withhold further funds from me on hold. XXXX just kept repeating that it was XXXX fault. I advised her that I would be contacting CFPB. I asked who to speak to at Suntrust Bank to prevent this from happening. I told her that since Suntrust is not willing to tell me how they are going to correct this issue from happening to not just me, but other consumers as well that I would have to report this. 
I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. 

The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. 

What would be a fair resolution to this issue? 
My desired resolution is that Consumer Financial Protection Bureau have them institute some type of procedure or policy to prevent this from happening. They are aware that there is an issue. XXXX said that it wasnt banking fraud and that I was misinformed by XXXX. I informed her that I learned about double dipping in college. 
What company is this complaint about? 

Company Information SUNTRUST BANK What people are involved? 

Your contact information XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX United States Sent to company Status Sent to company on XX/XX/XXXX We 've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

You should receive an update from the company within the next 15 days, and a final response within 60 days. 
Company still working Status Company response is in progress as of XX/XX/XXXX The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 
COMPANY 'S INTERIM RESPONSE This case has been received and assigned to XXXX XXXX of the SunTrust Client Advocacy Management Office for research and response. In the meantime, XXXX XXXX   may be reached at XXXX with any questions or additional information. 
Company responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response Our records show that, on XXXX XXXX, XXXX, a charge for {$20.00} from XXXX was paid from your account. On this same date there was a pending item hold from XXXX for {$17.00}. This item was paid on XXXX XXXX, XXXX. You stated that you were able to see a pending item hold for the {$20.00} debited from your available balance but that the debit to XXXX was paid on XXXX XXXX, XXXX. You also stated that you contacted us and spoke with a representative regarding the hold. I was unable to find a call where you spoke to XXXX. Your account history shows that the balance on XXXX XXXX, XXXX was {$230.00}, but a pending item hold for {$17.00} from XXXX reduced your available balance to {$220.00}. After the {$17.00} paid on XXXX XXXX, XXXX your balance remained {$220.00}. We show the item for {$20.00} only paid once against your account and no fees were caused by this transaction. Enclosed is a statement for your review. A branch teammate did speak with someone regarding the pending item hold and confirmed the hold ; however, I was unable to verify that a pending item hold for {$20.00} was affecting your available balance on XXXX XXXX, XXXX. When we spoke about this concern, you stated you had information that would show the transaction in your records, but declined to share it with me. Your concerns have been forwarded to the appropriate management for review. If you continue to experience this same issue, please contact me as soon as possible, so that I may research further. I can be reached at XXXX, Monday through Friday from XXXX XXXX. to XXXX XXXX. XXXX. 

Attachments final response -XX/XX/XXXX, XXXX ( 81 KB ) final response attachment - XXXX, XXXX ( 64.5 KB ) Feedback requested Status Feedback requested on XX/XX/XXXX Feedback due XX/XX/XXXX Provide feedback about the companys response We welcome your feedback on how the company responded to your complaint. You will have 60 days from when the company responded to share your feedback. The CFPB will share your feedback responses with the company and use the information to help the CFPBs work with consumer complaints. 
Closed The CFPB has closed your complaint. 

XXXX XXXX XXXX XXXX # XXXX Have a question? Preguntas? 
( XXXX ) XXXX An official website of the United States Government

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