Consumer complaint received 2017-08-30
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
INTRODUCTION On XX/XX/XXXXI purchased online a watch for the amount of {$170.00}. The merchant, ( XXXX XXXX ), promised to deliver my watch by XX/XX/XXXX, the alleged reason for its delay was because all their watches are made by hand. After the merchant failed to comply with the delivery date, I canceled the transaction. On XX/XX/XXXX, after I noticed that the merchant failed to return my money, I contacted Suntrust bank to dispute the transaction ( Case No. XXXX  ). On XX/XX/XXXX, Suntrust Bank declined to investigate my claim and credit my account with the amount in dispute. On XX/XX/XXXX, I submitted a formal complaint to the Federal Reserve Consumer Help. On or XX/XX/XXXX I was told that my complaint was forwarded to the Consumer Financial Protection Bureau ( CFPB ). On orXX/XX/XXXX, the company responded and the CFPB closed my complaint. On XX/XX/XXXX, I submitted another complaint to the CFPB and on XX/XX/XXXX the CFPB closed my complaint with an explanation.
This is a new complaint because : ( A ) There is a new information regarding this matter, and ( B ) Contrary to the Banks response, they did not addressed the issues raised in my complaint.
ARGUMENTS I. I exhausted my resources to resolve the dispute with the merchant.
On XX/XX/XXXX, Suntrust responded : because I did not receive the merchandise, I had to dispute this directly with the merchant. I reported to the Bank that I exhausted my resources to resolve the dispute directly with the merchant, without the bank intervention. On numerous occasions I contacted the merchant, by phone at ( XXXX ) XXXX, and by email ( XXXX ). However, the merchant never answered the phone, did not return the calls, and did not respond to my emails.
II. Suntrust Banks response not addressed the issues raised in my Complaint, because its Rules and Regulations for Deposit Account do not contain any regulation concerning the period of time to place a dispute for non-wrong, non-error and authorized transactions.
SunTrust bank response is unsuitable here, and not addressed the issues raised in my Complaint, because the transaction made onXX/XX/XXXXwas authorized, proper and correct. Suntrust Banks Rules and Regulations for Deposit Account ( pages 30-31, and 40-41 ) only contain information for transactions with unauthorized signature, alteration, misencoding, incorrect or improper amount, fee, interest calculation or error on the statement itself.
III. Suntrust Banks response not addressed the issues raised in my Complaint, because they failed to properly disclose the period of time to dispute the non-wrong, non-error and authorized transactions.
According to the Companys response : SunTrust Bank is not liable for my dispute, because the claim was not reported within 30 calendar days from the date the Bank makes the statement on which the error first appeared available to them. First, the Banks response is incoherent, because the merchant promised to deliver the merchandise after the 30 calendar days. Secondly, Suntrust Bank NEVER provided to me any information related to the period of time I had to dispute the non-wrong, non-error and authorized transactions.
For all of the above, Suntrust Bank must accept my claim, investigate it and credit my account with the amount in dispute. 
Sincerely, XXXX XXXX ( XXXX ) XXXX

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