Consumer complaint received 2015-12-10
Company: SUNTRUST BANKS, INC.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
This began on XXXX/XXXX/XXXX when fraudulent activity occurred on my debit card. When I originally called SunTrust regarding the fraudulent activity, they credited my account. On XXXX/XXXX/XXXX, SunTrust debited my account for the same amount that they credited, in the amount of {$520.00}, plus the XXXX overdraft fees without any notification. The fraudulent department advised that a letter was mailed on XXXX but I have yet to receive it. I was also advised that another letter stating why my claim was denied would be mailed again but I still have yet to receive it. I have consistently checked my mail and opened every piece of mail. I am still SO curious as to why or how they determined this was not fraudulent activity. I asked if they would email me the letter that was supposedly mailed but they refused. I was advised by the fraudulent department on XXXX that the rebuttal form would be emailed, that also was never received. I called numerous times to try to get it emailed. I was finally advised to just wait on it. : - XXXX On XXXX, we had to go into a SunTrust branch to get the rebuttal form emailed. I am THRILLED to say that XXXX XXXX was kind enough to email that rebuttal form. We were advised that they could not help us that we would have to contact the Fraudulent Department. The rebuttal form was faxed the following day, XXXX. SunTrust advised that the rebuttal form was received on the XXXX. This is the information that I shared on the rebuttal form ... 
These are the transactions that I know without a doubt, I did not make. 
XXXX/XXXX/XXXX BestyBuyCom {$430.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$9.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$6.00} XXXX/XXXX/XXXX Recurring Check Card purchase Lyft * Ride {$26.00} XXXX/XXXX/XXXX Recurring Check Card purchase Lyft * Ride {$19.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$17.00} XXXX/XXXX/XXXX Recurring Check Card purchase XXXX {$15.00} Total {$520.00} I reached out to XXXX XXXX and was able to find out that the transaction that went through on the XXXX was an online purchase on XXXX at XXXX and was physically picked up at XXXX XXXX XXXX XXXX, XXXX, GA XXXX on XXXX at XXXX. The representative assured me that they physically had to have the card. that it had the same number and expiration date. I am absolutely positive that I physically had my card. The representative said that the card had the same account number and expiration date but another name of XXXX XXXX. I do not know XXXX XXXX. I did not give anyone my authorization to use my card for any purchases. I was also advised that there is an email address of XXXXXXXXXXXX on the order. The representative told me what was purchased ... a Play Station XXXX XXXX XXXX XXXX Limited Edition Bundle. I contacted the XXXX XXXX at the XXXX XXXX XXXX, XXXX, GA and they do have surveillance cameras and they do require a drivers license/ID when picking up an item. I have tried to contact XXXX but I finally heard back via email. They did credit my account for the charges processed with them. I had requested information as to a name or if they were local but they never responded. I would think with a person physically being picked up multiple times that it would be a bit easier to locate someone and to determine if fraudulent activity occurred. I have approximately {$640.00} in OVERDRAFT charges due to this fraudulent activity. I have called and begged for help. I might even be satisfied with an update from the investigator.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation