Consumer complaint received 2019-08-25
Company: SUNTRUST BANKS, INC.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have had several accounts with SunTrust Bank, one of which I have had for over 45 years. My son and I also have a joint bank account that we opened when he was a teenager, but it is used mainly by him. 
My son was traveling in XXXX XXXX with his father in XXXX and XXXX of this year. He was in XXXX on XX/XX/2019. His last transaction was at a retail store where he purchased several gifts and that was on XXXX XXXX and the amount was {$490.00}. He used his ATM card. He then went into a restaurant where they had group tables and charged {$66.00} to his ATM card. The server brought the electronic device to the table and it had trouble accepting his pin which finally, after the third try, it went in. He recalls now, thinking back, that anyone at the table could have witnessed this transaction, and that was how his pin was discovered. He then went back to his hotel, and meanwhile, early the next day, I was at home in Maryland and looking at the online account, I discovered the many charges that had occurred on his account when I knew he was in his hotel. I called him and asked him if he had his ATM card, and it was at that point he realized it must have been stolen in the restaurant, which was dark and noisy. His flight back home was that day. 

I will list the losses here, with the first illicit charges at the bottom of this list : DATE : XX/XX/XXXX Description : MAINTENANCE FEE Why did this happen? 
Withdrawals : - {$10.00} Balance : {$15.00} DATE : XX/XX/XXXX Description : ONLINE BANKING TRANSFER CREDIT FROM XXXX XXXX Deposits : {$25.00} Balance : {$25.00} DATE : XX/XX/XXXX Description : OVERDRAFT PROTECTION TRANSFER FEE Withdrawals : - {$12.00} Balance : {$0.00} DATE : XX/XX/XXXX Description : FROM DEPOSIT ACCOUNT OVERDRAFT TRANSFER CREDIT Deposits : {$75.00} Balance : {$12.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$24.00} Balance : - {$62.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$24.00} Balance : - {$38.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$30.00} Balance : - {$13.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$53.00} Balance : {$16.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX - XXXX XXXX Withdrawals : - {$7.00} Balance : {$70.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE REST XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$13.00} Balance : {$77.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX  XXXX XXXX Withdrawals : - {$67.00} Balance : {$91.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : XXXX {$67.00} Balance : {$150.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX  XXXX XXXX Withdrawals : - {$67.00} Balance : {$220.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$140.00} Balance : {$290.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$130.00} Balance : {$430.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$170.00} Balance : {$560.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$130.00} Balance : {$740.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX PA XXXX XXXX Withdrawals : - {$290.00} Balance : {$870.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$79.00} Balance : {$1100.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX XXXX Withdrawals : - {$37.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX - XXXX XXXX XXXX XXXX Withdrawals : - {$3.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX   XXXX XXXX Withdrawals : - {$19.00} Balance : {$1200.00} DATE : XX/XX/XXXX Description : CHECK CARD PURCHASE XXXX XXXX XXXX XXXX Withdrawals : - {$9.00} Balance : {$1300.00} DATE : XX/XX/XXXX XXXX : CHECK CARD PURCHASE HOTEL XXXX XXXX XXXX XXXX Withdrawals : - {$14.00} Balance : {$1300.00} DATE : XX/XX/XXXX XXXX : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1300.00} DATE : XX/XX/XXXX Description : INTL ATM CASH WITHDRAWAL XXXX XXXX XXXX Withdrawals : - {$98.00} Balance : {$1300.00} DATE : XX/XX/XXXX Description : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1400.00} DATE : XX/XX/XXXX Description : INTL ATM CASH WITHDRAWAL XXXX XXXX XXXX Withdrawals : - {$210.00} Balance : {$1400.00} DATE : XX/XX/XXXX Description : INTERNATIONAL ATM FEE INTL ATM CASH WITHDRAWAL FEE Withdrawals : - {$5.00} Balance : {$1600.00}. 
This is in reverse order, and at the top, the bank has made additional charges which they tell me I must pay.

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