Consumer complaint received 2016-02-09
Company: SUNTRUST BANKS, INC.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
To : Consumer Financial Protection On XXXX/XXXX/15, I asked my wife, XXXX to deposit my retirement check into our XXXX. I have always considered the organization to be a part of me even though wife started the organization before I met and married her. Down through the years, we have deposited many of my checks into that account which has never been a problem for us. My wife have handled very large sums of money for me EVEN BEFORE WE GOT MARRIED AND SHE HAS NEVER TAKEN FROM ME.. I will always trust her and she the same with me. After she told me what happened we both were beside ourselves. I could not believe how they spoke to her. We knew it was a mistake. After my wife went to the bank on XXXX XXXX, spoke to XXXX XXXX. VP and was told there was nothing she could do, we both on thought it was best to go on Saturday XXXX XXXX to let her know who I was. I asked her to call wherever she needed to call to let them know I was there. When I tried to give her my driver 's license and XXXX card which she refuse to look at them. She was very adamant and told me it was out of her hands.I went back that Monday, asking for my check. I told her that I was not leaving until I could get it. It was at that time she looked at my XXXX after she made the call. Again she told me it was nothing she could do, it was out of her hands. After several attempts of calling XXXX XXXX and XXXX XXXX, I finally got XXXX XXXX on the telephone ; he first stated he could not speak with me because my name was not on the checking account. I reminded him that it was my check that I was calling about then he abruptly said he would probably mail it. I told him it was close to XXXX and we needed the check to do what needed to be done. He did n't say anything else, he hung up the telephone. He told my wife he was holding my check and not closing the account out yet making sure no activities were on the account. She asked him how he could pay money from my check when they said the check was fraudulently handled. He said he could and they can send the check when they felt like it. It was out of his control. XXXX XXXX never called back. XXXX XXXX made so many promises to my wife that he was going to do the best he could but each time we called XXXX XXXX, XXXX XXXX seemed to be upset and he would change and say he could n't do anything. XXXX time he was waiting on it to come out of depository, then the next day he was waiting on the fraud unit to close out XXXX, even though we received letters ( see exhibit XXXX ) that the account was being closed and would be reported as fraudulent account. After that I closed my account out with them ( exhibit XXXX ) The early retirement was taken because of emergency ; my wife needed a minor XXXX, repairs. XXXX for our XXXX and for some to get home with their relatives. None of the above has been done. A few of our children left because once again someone broke a promise to them. These children were XXXX. We have had an account with Suntrust for years and my wife much longer. We have never had a problem with the bank. As you can see XXXX of ( exhibits XXXX ) we are the main contributors, in-kind and monetarily. We ask that you really help us with this. I am XXXX and my wife XXXX years old with no where to turn. As you can see we desperately need to pay our bills. ( Exhibit XXXX ) On the XXXX of XXXX, I was given a {$30000.00} certified check from Suntrust from XXXX bank, which XXXX XXXX told the banks not to honor. When I asked how would we cash the check, XXXX XXXX leaned down in my face and said you will in front of my wife that she did n't care where I cashed it but it would not be there or with another Suntrust .After visiting A Suntrust who had the money, when called XXXX XXXX , said do not cash it.

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