Consumer complaint received 2017-01-14
Company: SUNTRUST BANKS, INC.
State: SC
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, I tried to pay my XXXX Bill and the payment was declined. Before this occurred, I tried to used, my debit card several times and the transactions were declined. On XXXX XXXX, I went online to pay a medical bill. I received a message that the transaction was decline. I called Suntrust Customer Service on XXXX XXXX and was told that was debit card was flagged for suspicious use and blocked. I asked for what reason and they said for the XXXX Payment. I was transferred to the fraud department and told the same thing. I asked the Fraud Department if she would please search my account and tell me if she saw other payments to XXXX XXXX with the same card number and she said yes, there are several other payments. She proceeds maybe because it was the amount. I asked if she could look at the other multiple payments in past months and tell me if there are any the same amount and she said no they are not. She had no valid reason to tell me why my debit card had been blocked when I had an ample amount of money in my account. Then then goes on to say that a fraud investigator notated the account that he tried to call but could not find a phone number on your account. I told her that was not true because the previous day, XXXX XXXX, I received a called from a XXXX XXXX out of the XXXX VA office about another complaint that I had about being charged for XXXX Overdraft fees, {$36.00} each because on the exact same date, XXXX XXXX, I had XXXX ACH transactions that were presented and posted the same date, Suntrust posted and debited the largest XXXX first and then the XXXX smallest ones. This resulted in {$100.00} in fees to my account. I am on medical leave and do not have that kind of money to give to the bank. I tried to get a refund back for this from customer service, but I was denied. So XXXX XXXX had to get my number off of my account to call me. So the fraud represented eventually tells me that my number was on the account but maybe the fraud investigator did not have access to the main screen. This only made me angry, frustrated, and my XXXX. I am already suffering from XXXX from being in XXXX in the last 7 months and XXXX. Trying to use my debit card and being decline in a store and paying a bill online and it being decline was XXXX. I told the fraud representative that I am on a lot of XXXX. What if I went to get prescriptions refilled but could not because my card was blocked. XXXX was a recurring bill that I have used multiple times and there was no way my card should have been flagged or block for this transaction. In addition, on XXXX XXXX, there was no way that the same types of transactions be posted by the larger amount to benefit the bank and cause {$100.00} in Overdraft fees from the bank and they refused to credit me back. I had some the prior week also due to issues with bill pay. They credited me back for XXXX of them, but all together, SunTrust in over the last few weeks, I have been charged with maybe over {$400.00} in fees if not even more. I have had a very hard time keeping up with my finances being that I am unstable right now because of experiencing XXXX and I am on XXXX different XXXX with a lot of side effects and did n't keep up with my balance closely but some of the fees should be given back, really I think all of them should be for what they just put me through..

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