Consumer complaint received 2015-05-03
Company: SUNTRUST BANKS, INC.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
XXXX XXXX found out from a local SunTrust branch that his bank accounts with SunTrust Bank was frozen by the fraud department without his knowledge, without warning and without justifiable cause. XXXX XXXX noticed that there was something wrong when he attempted to use his debit card at a convenience store and tried to log in to view his accounts on XXXX XXXX, XXXX. XXXX XXXX first reported his personal information was hacked on XXXX XXXX, XXXX after finding out that he was unable to log in to view his accounts. When XXXX XXXX called customer service about this on XXXX XXXX, XXXX, he learned that someone logged into his accounts several times with and without success. He even had some online fraudulent activity on his account. Someone made fake mobile deposits to XXXX of his accounts. SunTrust Bank allowed all of this in his name with no proof of ID or security at all. XXXX identity was stolen and easily used with SunTrust Bank. On XXXX XXXX, XXXX, the online banking support associate named XXXX simply unlocked XXXX account by sending him a weblink containing a temporary username and password to reset his log on credentials. XXXX XXXX reportedly had to call SunTrust Bank three other times thereafter to have his online banking access restored. Each time he called, his online banking access was restored using a weblink containing a temporary username and password to reset his log on credentials. SunTrust Bank illegally block XXXX XXXX from accessing funds in his account that rightfully belongs to him. XXXX XXXX informed SunTrust Bank of the fraud on XXXX XXXX, XXXX and XXXX XXXX, XXXX when he noticed it but the bank refused to take action at that time. It is odd to want to cut off XXXX account access weeks later. XXXX XXXX was advised to cancel direct deposit from his employers from entering his SunTrust Bank account so that he will have some money to take care of everyday expenses. XXXX XXXX reported visited a SunTrust Bank branch in XXXX XXXX, Arkansas on XXXX XXXX, XXXX to do a cash withdrawal. The manager there was said to have took his driver license and the withdrawal slip and came back to him fifteen minutes later stating that its branch could not help him due to the notes on his accounts. He has dealt with almost all of the big national banks that have poor reputations and the SunTrust Bank branch in XXXX XXXX, Arkansas is the worst of the worst. Thanks to the unprofessional behavior and rudeness of the manager there. XXXX XXXX was advised to open an account with another financial institution so that he can receive his pay by direct deposit, as required by his employer, and cancel every account he has with SunTrust Bank and NEVER use SunTrust Bank for any kind of financial services and bank there again. SunTrust Bank will nail one with every opportunity it can find to hold on to HIS or HER money and run one 's account into the ground without justifiable cause. This is a bank that hides behind the boiler plate in contracts and will XXXX people to the wall with absolutely no forewarning or notice. As a United States based financial, SunTrust Bank was proven and revealed to be no good and is unsafe to use. It is no wonder why SunTrust Bank is sued in federal and civil courts more than any other financial institution located in XXXX Tennessee.

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