Consumer complaint received 2015-07-21
Company: SUNTRUST BANKS, INC.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Over XX/XX/XXXX Weekend I discovered my driver 's license was missing. At the time, I thought I left it a pair of pants that I had on earlier that morning. It was the following business day that I went to use my XXXX card for the purchase of some material when I realized that the XXXX card was missing as well.I called it into the bank and they ran down a list of charges that were fraudulently made at various places, I immediately let them know what was accurate and what was fraudulent. On Monday, I went into the bank and they gave me a printed report of all the charges that were made to the corporate card. My partner called the various venders where the bank card was used and she was able to pinpoint where and what time the card was used at vendors. The perpetrator, was caught on film at an XXXX Stationa XXXX male XXXX was caught on surveillance tape using the bank card as was his car. Within hours of my partner identifying the thief we called the bank and spoke to XXXX XXXX our banker. We also spoke with the bank protection services and told them what she had found. As soon as I left the Bank, I immediately filed a police report. The officer came out to my house to take my statement. He was able to provide a case number to me immediately. He also informed me that he will be investigating this matter and will keep me apprised of the progress to date. He let me know it takes approximately 7-10 days for the actual report to be made available for release. Upon the officer leaving me with the case number and the time frame for the report, I immediately contacted Suntrust Protection Services. At that time I gave them the case number for the report the officer made. Suntrust informed me that once the report was available to fax it to them. The police report was ready for me to pick up on Tuesday morning. I was informed on Monday by my partner, that the bank had made a decision regarding my dispute on Friday.They had denied my claim of fraud against my account. It was the most victimized I have felt since this entire incident took place. How can Suntrust deny the claim when they have not even reviewed the evidence or the police report that was taken? Not once did they call and inform me that they had concerns regarding the validity of my claim. Not once did they give me a chance to remind them of the police report, or the XXXX male XXXX caught on camera using my corporate card. Once I had the police report in hand I walked into my Suntrust Branch and gave my banker the report, my banker informed me that there was nothing he could do as my fraud dispute was denied. He also asked me why it took so long to get a police report from the police. I informed him that I had no control over how long the police took to make the report. He informed me that I would have to wait to receive a letter of denial and I would have dispute the banks decision. The police have a copy of the thief on tape in the act of using my business card, in locations I have never frequented before. I have been violated and treated as if I were the criminal! The fact that the bank was given the case number of the police report, and was informed that the thief had been caught on tape using my card, took the action of denying my claim is beyond comprehensible. It continues to amaze me that Suntrust can even operate in this capacity. I will be taking this to the XXXX, just to let them know the actions that this enormous financial institution has taken against a woman XXXX.It is just a horrible thing that such a large company can completely debilitate a XXXX such as ours. In addition, Suntrust has not only found a way to NOT support the verified fraudulent transactions but has denied to assist any further.

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