Consumer complaint received 2022-10-10
Company: SUNCOAST CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX delayed due to hurricane Ian. We are located in XXXX XXXX however did not have power till last week and still do not have internet. As a result, I drove to my brothers home in XXXX XXXX to file this complaint. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Home # XXXX XXXX Mobile # XXXX XXXX : XX/XX/XXXX Last XXXX XXXX XXXX XXXX Sun Coast Member # XXXX Background Background Approximately one year and half ago. We went into the bank and explained to them that moms cognitive abilities were in decline. We explained to them that scammers were calling her indicating they were apart of Publishing Clearing House. She was told to send them money and she would receive XXXX XXXX XXXX. We were able to stop it this time but were worried that this would happen again due to our mothers cognitive decline. The Suncoast Credit Union rep encourages us to add to our moms account. This was concern both of us a we did not want to put ourselves at risk however the bank rep indicated this was unlikely and the they had some type of special service for seniors in my condition. Were told a senior rep would contact as which never happened even after additional request by XXXX XXXX XXXX. In the meantime, XXXX XXXX XXXX moved in with his mother as she was no longer able to live alone without assistance. 
The first incident XX/XX/XXXX XXXX XXXX XXXX could not log into my account. I went into the bank and was informed that my account had been hack and all of my information in the account had been changed to an Ohio address. In addition, money was taken out of my account and my mother and placed in a XXXX XXXX account. This was my first red flag with this bank I asked how could someone change all of my information in my account and I did not receive email or a phone call from Suncoast verifying these changes to my account. Furthermore, XXXX XXXX new the transaction was fraud and froze the XXXX XXXX account thankfully and did not release the funds. As a result, the funds were returned however it concerned me that my own bank could not recognize these transactions as fraud and a bank which have no relationship did. I immediately requested a new member # which I was told the do not provided new member # but the account would be changed. This is crucial as Suncoast Credit Union uses member # as your user ID when you login online. If they would have changed my member # from the beginning the hackers would have no way of access my account even if they did have my personal information. I immediately contacted XXXX XXXX  and XXXX XXXX and explained to them what was happening to my Suncoast account. They both ID my account as fraud risk and would not allow large purchases or changes to my account without personal contacting. To this day I have had no fraud on any of my other accounts and both banks still call me to confirm any questionable charges to my account. 2 days later my account was changed again to the same Ohio address. I did not receive an email or a phone call once again. I went back into the bank and the again refused to provide me a new member #. At this point we did not want our accounts linked together as my account had obvious fraud. They changed my account again but refused to change my member # and was told check my account every day for thirty days. I did this. There was no fraud in my account again till XX/XX/XXXX and then again in XX/XX/XXXX. Again, asked for a new Member # this time I was told they could request a new member # for me but instead sent me a letter indicating they would be closing done my account due to not satisfactorily handled my obligations indicating poor credit performance saying I have delinquent accounts. Stating my account will be forward to collection for over XXXX dollars. I had XXXX dollars in my checking and saving account. I had a credit card with XXXX credit limit. All of the charges on my account are clearly fraud. All of these charges are from Ohio which I have not lived in or visited within the last 15 years which all I did was drive through Ohio. The bank was told back in XX/XX/XXXX that I have no relationship to Ohio and no changes should be made to my account without my permission. Part of my security questions are what city and state where you born from. I have only lived in 2 states which is Wisconsin which we left in XXXX and Florida. The bank should know this as I have banking with them from XXXX. In addition, the bank manager accused my mom and my phones, computers as being hacked. This is false and has no bases. My mother and I do not bank via phones. I took both of our computers to a computer expert which found no such malware. The computer expert also stated he had been getting several customers from Suncoast Credit Union stating similar allegations. The computer expert stated what they are saying malware can do is simply extremely rare and most malware could not do what the bank is suggesting. The computer expert did not even charge me due to the fact that he believed my bank was misleading me. I will include his documents and analysis of our computers. Another concern is when you call Suncoast Credit Union now it states do not answer text messages from us this is fraud, we will not request any information from you via text. This indicates to me that this is a Suncoast Credit Union problem not a XXXX XXXX XXXX problem as none of my other accounts with significantly more money have been attacked. It appears to me once my mother contact the police, the bank was not comfortable and possible felt the process of keeping their clients accounts may not be sufficient. I should not be held responsible this money as it is clearly fraud. They state poor credit performance with us. This inaccurate and an ethical. When I bought my first house and got home loan from this bank the Rep indicated I had the highest credit score she had ever seen for a person of my age. I have one loan for my car and carry no credit card balances month to month. Why would a bank provide me with a credit card with a XXXXcredit limit if I was not financially responsible? The most egregious action the bank has taken is to take the XXXX in fraud charges from credit card to my checking account. When the fraud was reported my account was showing- $ XXXX {$150.00} dollars however shortly after they changed my checking balance to show over - {$17000.00}. How can they transfer the credit card cash advances amounts to my checking account? I did not pay the credit card. If they did with my checking account it was without my permission. In addition, I have bank with the bank since the XXXX. I have never had any issues with this bank or any other bank which is reflected by my credit score and credit reports. I truly believe the only reasoning Im having this issue now is due to my account being connected to my mothers. I have no fraud in any other accounts.

What I am requesting 1. Fraudulent cash advance credit card transactions be removed which are XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX. All of these charges were ; reported within 30 days and are obvious fraud as all the transaction applied are from Ohio which have no relationship to. 
2. I am requesting all of my monies from checking/savings account be returned as transaction were ID within 30 days and are clearly fraud as all the transaction applied are from Ohio which have no relationship to which the bank was made aware of back in XX/XX/XXXX. 
3. The bank has indicated that they will closing my mothers and my account within 30 days. We request an extension as we have been impacted by hurricane Ian.

Company response to consumer: Closed with explanation