Consumer complaint received 2017-07-21
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/XXXX at XXXX XXXX, i pulled into the suntrust-XXXX XXXX branch in XXXX, ga to make a {$2800.00} ( all {$100.00} bills ) cash deposit. all drive-thru windows were closed. so i went to the drive-thru atm machine. i counted my money twice and proceeded to deposit the cash into my checking account. using my business debit card, i followed the deposit cash instructions on the screen. i deposited {$2800.00} USD into the machine. the machine counted {$2200.00}. i then canceled the transaction ; hoping to retrieve all of my money back. i hoped wrong. instead all the original cash i deposited into the machine, i was dispersed {$2200.00} back without a way to account for my missing $ XXXX.naturally, i went inside the branch to inform an employee of my bank-inflicted loss and retrieve my missing {$600.00}. i was given a telephone number and instructed to file a complaint with the fraud dept. my name, account number and long-time trustworthy Suntrust customer stauts was of no concern to this employee. when i filed my complaint at around XXXX XXXX that day, i was told i would not receive a credit until an investigation was done, which could take up to 10 business days. i find this absurd because other banking institutions either provide an immediate credit or check their broken atm on request. frustrated from knowing i did n't have any proof besides the camera footage of me counting my money, i went to speak with the branch manager early the next morning ; thinking, as manager, she would be able to help me by balancing the machine and / or watching the video footage. i thought wrong. the XXXX XXXX manager told me 00 ) she could not help me 01 ) she had no access to the atm machine 02 ) the atm does n't get checked until thursday. it was friday morning. so i had no other choice but to wait patiently and pray whoever checked the atm was no dishonest thief. i believe it was friday XX/XX/2017 when Suntrust credited my account with {$600.00}. and though i felt improperly handled, i figured all was well. i figured wrong. i did n't find out until XX/XX/2017 that on XXXX Suntrust debited my account for {$600.00}. when i inquired with the fraud department about my funds, they said the money was taken out because the result of the investigation is " the machine counted {$2200.00}. that 's all that was deposited. '' i immediately got offended because either the Suntrust fraud department is calling me a liar or 1 or more Suntrust employees and / or contractors are dishonest thieves. so i asked to be escalated to a dept supervisor. i got XXXX XXXX who refused to help when i requested the video footage. i asked to be escalated to a manager. so XXXX forwarded me to XXXX XXXX ; who also refused to help. XXXX  forwarded me to his manager, XXXX XXXX ' vm ; of which i have n't received a response, yet. i want to go on record that i am no thief. i am no liar. in fact, i am XXXX 's Chosen whose word is proven 96 % trustworthy. so money does n't mean as much to me as it might mean to most. this means, greater than likely, i am telling the truth. this also means, someone from Suntrust stole that money. be that as it may, i am thankful your agency exists. for i suspect many innocent others are being robbed in plain sight by Suntrust and other major and minor bloodsucking and unlawful banking institutions. thank you for your time and consideration.

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 monetary relief