Consumer complaint received 2019-06-28
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2019 my ID, social security card, Suntrust Bank card, XXXX card secondary cell phone, and my student ID were removed from my purse. I did not realize the items were taken right away. I only noticed the missing phone. Once I realized that the items were gone, I reported it to my financial institution, Suntrust Bank, and XXXX XXXX XXXX XXXX immediately. XXXX handled my claim accordingly and closed my account promptly once it was clear that my account was being hacked. I was pleased with the resolution and prompt response. Meanwhile, a fraudulent check was deposited into my Sun Trust account at an ATM machine. Strangely, the check cleared on the day that it was deposited. Normally, checks take up to 24 hours to deposit when they are done inside of the branch. This MOBILE DEPOSIT cleared on the SAME DAY for {$5000.00} ( as it is stated on the final statement ). I have asked my bank to locate the machine to help me pursue charges and assist with the investigation. I have not been able to obtain the location of the check deposit. Two fraudulent transactions were made on my account in the amount of XXXX and XXXX. Suntrust Bank is trying to hold me accountable for the deposit and transactions. On XX/XX/XXXX of 2019, I visited the local branch immediately after replacing my phone and noticed strange e-mail notifications regarding my Sun Trust account. I also visited the Suntrust branch a second time on XX/XX/XXXX. Both times I was advised that an investigation was taking place. I called and spoke to the fraud department on XX/XX/2019, XX/XX/2019, and XX/XX/2019. I later received a letter in the mail notifying me that I would be held liable for the fraudulent activity. I asked Suntrust to help me understand how I was being held liable. I was advised that because my pin number was used that I was responsible. I continuously called the branch to obtain the location of the ATM deposit and to obtain proof of the fraudulent transactions. I received a copy of the fraudulent check in the mail along with a letter stating that I was responsible. Sun Trust notified me that the check was a mobile ATM deposit. However, they are on able to provide me with a location of the mobile deposit. Also, the check is signed in the endorse here section ( for in bank deposits ) and not the mobile or remote deposit section. Therefore, I have reason to believe that the information being provided to me has not been thoroughly examined. The transaction descriptions have been deleted from my bank statement and indicate only that a paid item was purchased. When I visited the local branch on XX/XX/2019, I was advised that {$3000.00} was spent at XXXX. However, it says paid item As if someone with access to bank details has deleted the actual transaction details. I was also advised by the SunTrust officials That {$1000.00} was sent via XXXX. This particular transaction is also listed as a paid item on my final statement. All of my authorized XXXX transactions appear clearly but the details of the fraudulent XXXX remarks are not stated. I am unable to pursue an investigation without knowing the location of the ATM deposit. I have been advised that charges have to be processed and filed in the county in which the activity occurred. Sun Trust Bank is not helping me to resolve this issue. I am currently being held responsible for {$4000.00} as a result of a fraudulent {$5000.00} check. I am unsure about the factuality that this was a mobile ATM deposit. the check is signed as an endorsement and the location of the ATM deposit is being withheld from me.

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