Consumer complaint received 2018-04-04
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened a new online with Suntrust online on XX/XX/XXXX. A debit card was supposed to be issued to me. I called Suntrust customer service on XX/XX/XXXX to inquire if the debit card had been sent because I did not receive it. I was advised to wait until Monday XX/XX/XXXX to see if it arrived by then. However, I never received the debit card. 

On XX/XX/XXXX, I logged onto the account online and saw a {$480.00} withdrawal that had been made on XX/XX/XXXX. I called Suntrust to report this as fraudulent because I never received the card. I received an automated email from Suntrust on XX/XX/XXXX stating there was a hold on a deposit made on XX/XX/XXXX I logged onto the account online and saw an ATM deposit of {$5500.00} had been made. I did not make this deposit and I reported this as fraudulent activity as well, through the Suntrust website. 

At some point during the next week, my online account access was revoked. On XX/XX/XXXX, I received two form letters, one for each claim, stating that my claims were denied. On XX/XX/XXXX, I called the phone number listed on the form to determine why the claims were denied. The customer service agent would not provide any information but stated that I could request that documentation be provided to me. I made a request for the documentation to be emailed but was told it could only be sent via mail. So I requested that it be mailed to me. However, I never received any documentation. I was told that I could appeal the decision and that a rebuttal form would be sent to me. I received that form via email on XX/XX/XXXX. 

On XX/XX/XXXX, I also went into a local branch for assistance with the issue. I was notified that my online account access was revoked because the account had been frozen. I asked to withdraw the funds remaining in the account but was told I would not be able to do so. On XX/XX/XXXX, I returned to the local branch with the completed rebuttal forms and they faxed them to the fraud department along with completed affidavits of fraud. I attached the police report showing that we had reported mail being stolen along with hotel and rental car receipts showing that I was in Arkansas when the fraudulent transactions occurred in Georgia. 

Despite calling numerous times over the next month, I was never given any information about the status of my case or allowed to access my remaining funds. On XX/XX/XXXX, I received emails stating that my fraud claims were denied. After calling and speaking with customer service, I was told that I could not appeal again. No explanation was provided as to why the claims were denied. Once again, I made a request for the documentation to be provided re the denials. To date, I have not received any documentation and Suntrust continues to hold the funds remaining in my account ( approximately {$500.00} ).

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