Consumer complaint received 2019-11-06
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I been a client of Suntrust for more that 11 years. I deposited all my trust on Suntrust for many years. On XX/XX/2019 there was a fraudulent transaction through XXXX for {$2400.00} Which I never gave permission. I immediately contact my bank to dispute this transaction after almost 2 months my bank denied my dispute because they are saying, I previously have done business with this company ( XXXX ) and I have to get in contact with XXXX .I have tried to contact XXXX  but they are not responding ( I am also making another complain against XXXX in a different dispute ). Suntrust as my bank is not helping me on getting this situation resolved. This is obviously a fraud. I never gave any authorization. After calling so many times, now Suntrust is saying that I first told them it was a scam and not a fraud. Sorry for not knowing the right words when I was obviously going crazy calling my bank because someone took all my money from my account. That is the reason I am contacting you. I have been trying so hard working with my bank but they do not want to help me. This is not the first time a been a victim of fraud. 2 year ago someone did a fake check, which I do not have any checks from that account and this individual went to the bank an took {$8000.00} form my money market account. I don't think this bank is protecting their customers and I'm trying to prevent other people go through this situation like me. Suntrust does not want to give me my money back. I have been working so hard for so many year to have a little bit of savings and in few seconds my money was gone. I been trying to get in contact with XXXX   because after Suntrust denied my first dispute on XXXX XXXX they told me they will sending me a rebuttal letter after to see If I have proof that this was a fraudulent transaction. After a couple of weeks trying to contact XXXX I finally got XXXX to admit on XXXX XXXX that they have determined my account had been compromised and to contact my bank and dispute the unauthorized activity. I also submitted a police report. After I gather more evidence I immediately sent all the addition information to Suntrust like they told me. But on XXXX XXXX I received a letter from Suntrust denying my additional details. I had all evidence that this was a fraudulent activity and I'm not sure what more proof they want me to provide them. Unfortunately now Suntrust does not want to give me my money back and they keep telling to get in contact with XXXX. I already explained to them that after XXXX admitted that someone compromised my account, they are not responding to my emails to get a resolution. As a bank they did not took any action to prevent this fraud, not even an alert. Please investigate this issue. Thank you for your time. I'm providing all documents that I received and provided to Suntrsut.I am working with Call for XXXX XXXX. They are the one that are helping with this situation as well. I am willing to go to the media if I do not get a resolution. Thank you again for your time

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