Consumer complaint received 2017-05-15
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My daughter 's debit card was lost/stolen on   XXXX   XXXX   XXXX   .  The very next day on  XXXX   XXXX ,  XXXX  ... .there was a check in the amount of {$3100.00} deposited in her account by ATM and then a transaction in the amount of {$2900.00} took place at  XXXX   XXXX  She contacted SunTrust on  XXXX   XXXX ,  XXXX  to inform them that her card was lost/stolen and they identified that it appeared to be some fraudulent activity on her account being that the deposited check of {$3100.00} was returned on  XXXX   XXXX ,  XXXX  and marked as forgery. They also informed her that her account would be frozen. At that time, we thought that  SunTrust had   started a dispute on the transactions in question being that the transactions took place after the date her card  was lost/stolen. Ho wever, we discovered that the dispute was not started and I then proceeded to start a dispute on  XXXX   XXXX ,  XXXX . From that point on, I received conflicting information from calling the fraud customer service line and from a branch person at a  SunTrust phy sical location.  XXXX  person told me that a provisional credit would go into the account while the investigation took place and the branch person told me that being it was a pin-entry transaction that a provisional credit would not take place and that we needed to wait until we were contacted by an  investigator f or the final decision on the case. This exchange with the branch employee took place on  XXXX   XXXX ,  XXXX  and a n investigator reached  out to my daughter the very same day and left a voicemail. My daughter c alled the investigator back two tim es that day and left voice mails but she never received a return call. Then, on  XXXX   XXXX ,  XXXX  ; someone left a voicemail on my phone asking us to call back again but I did not listen to this message promptly being we were dealing with graduation activities that day and the next day. On  XXXX   XXXX , I reached out to  the SunTrust fraud  customer service to discover that the dispute was denied being tha t the investigator cou ld not get in contact with my daughter. I told them of the chain of events about the  investigator calli ng my daughter on  XXXX   XXXX  and not returning her call when she called back. I then asked to have the case reopened. The customer service person indicated that they would reopen the case Then two hours later, I received an email saying that the case was denied. I called back to speak to  a manager t o verify that the case was reopened and she told me that the case was denied and it had nothing to do with the fact  the investigator coul d not reach my daughter. She said that the investigation was not in our favor and the claim was being denied. I asked her to offer me suggestions on what I needed to do in order to have this matter resolved and the only thing she told me is that I could dispute/rebuttal the decision only if I had additional information to offer to t he investigator an d that this process would take 45 days. I asked her what type of information was needed and she would not suggest how to remedy this problem or would she divulge what investigative steps were taken. I asked should I get a police report or contact  XXXX  about the transaction and she would not give me any assistance. Needless to say, I am very angry about the lack of compassion and help that I received from this person and other customer service people I spoke with from the beginning of this situation being that they all seem to be located in a foreign country and were very hard to understand and/or they were very automated with their responses given. As of today, our account is still overdrawn by {$2500.00} being that my daughter 's direct deposit from her job of {$410.00} was consumed by this fraudulent activity as well as my direct deposit of {$100.00}. I have been a customer with  SunTrust sin ce  XXXX  and I am very disappointed to be treated this way and I need help on what to do about this fraud that occurred in my account. Also, I am a    XXXX   XXXX     employee and this type of activity in my account could impact my job negatively. It would be greatly appreciated if you could help us get this matter resolved. I look forward to your response. Thank you.

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