Consumer complaint received 2018-07-06
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:
XX/XX/XXXX Report uploaded to https : //www.consumerfinance.gov/ Case # : XXXX  I  had no problem with my SunTrust personal checking account for 14 years. I routinely did an extremely careful paper check register to paper-statement reconciliation monthly ( checking that all transactions -- debits and depositshad been accurately accounted for ). I simply eyeballed my balance. No problems. ( I noticed small microwithdrawals several years ago, but never gave it a thought, since I have never had a problem with funds disappearing from my bank account and figured it was a minor error. ) However, on XX/XX/XXXX, I went online to see if large check had processed/been deposited and noticed an extremely low balance. In fact, about {$1500.00} had vanished from my checking account. 

This terrified me and began what was one of the most complex, frustrating, and frightening experience Ive had, in which SunTrust almost seemed to be hindering any sort of investigation and most SunTrust employees seemed uninterested in my disappearing funds. 

Between XX/XX/XXXX and XX/XX/XXXX, I : - Visited two SunTrust branches ( one branch manager gave no indication that I might have been a victim of fraud/theft but babbled that she would " solve the problem '' - Called the SunTrust fraud department multiple times ( only to be hung up on repeatedly before I even got through -- I finally gave up ) - Was finally assigned a case number and left multiple messages ( including that I was likely the victim of theft or fraud ) for the SunTrust investigator assigned to my case, XXXX XXXX, who never returned my calls until XX/XX/XXXX - Called the several GA banking regulators, who eventually passed me on to the Consumer Financial Protection Bureau, which advised me to " let SunTrust do their investigation '' before calling back - Summoned the local police department, to lodge a formal fraud incident report ( the police later told me they could not help me locate my funds and advised that lodging a complaint with the Consumer Financial Protection Bureau was a good next move ) On XX/XX/XXXX, I explained to Mr. XXXX and the SunTrust fraud department ( which he called to listen as a third party ) that I do not know where the funds went or on what dates or in what amounts. I explained to him that I would be guessing and I do not work for a bank and can not see behind their doors and into their systems to see how they conduct transactions or business. I told Mr. XXXX I suspected the theft had happened recently, because otherwise I would have been bouncing checks. He repeated multiple times that without exact times, dates of amounts of transactions, I have no recourse and there is nothing to dispute. 

I then asked Mr. XXXX, You mean the burden of proof is on me, despite the fact that I did not misplace my {$1500.00}? He responded, Yes. 

NOTE : All my calls to SunTrust investigator XXXX XXXX were on a recorded line, including the one where Mr. XXXX said it was OK for me to close my compromised SunTrust checking accountnow minus the {$1500.00} of my funds that have evaporated as a result of theft, internal incompetence, hacking, cybercrime, or other/unknown reasons. 

NOTE : I unfortunately just learned that SunTrust is known for lax IT security. The bank finally reported internal fraud in early XX/XX/2018, in which a SunTrust employee divulged millions of customer account numbersand perhaps most telling -- Information about clients that might have been exposed in the breach includes name, address, phone number and certain account balances. ( see below ) ARTICLE SOURCE : XXXX XXXX ARTICLE DATE : XX/XX/XXXX ARTICLE TITLE : SunTrust said employee worked with outside criminal when info on XXXX clients was breached ARTICLE URL : XXXX : XXXX XXXX XXXX Accounts for as many as XXXX XXXX clients at SunTrust Banks may have been compromised after an employee stole client contact lists, the company said Friday. 

During an earnings call Friday morning, SunTrust CEO XXXX XXXX said the employee, who has now left the company, was working with a criminal third party when the client contact lists were stolen. 

Information about clients that might have been exposed in the breach includes name, address, phone number and certain account balances. 

ARTICLE SOURCE : MONEYWATCH ARTICLE DATE : XX/XX/2018, XXXX XXXX ARTICLE TITLE : SunTrust Bank says information on 1.5 million customers may have been exposed ARTICLE URL : XXXX : XXXX SunTrust Bank disclosed Friday that a former employee may have shared information on 1.5 million customers with a criminal third-party. 

The bank learned of the potential breach in XX/XX/XXXX and immediately began an investigation with the help of " outside experts '', a spokeswoman confirmed to XXXX XXXX. She declined to provide details on the former employee or the status of the investigation. 

At first, SunTrust thought the information was " contained, '' the spokeswoman said. The company decided to notify customers when it determined that information including names, addresses, and certain account balances were printed " for use outside of SunTrust. '' According to SunTrust, personally identifiable information such as Social Security numbers, account numbers, driver 's license numbers and ATM pins were not exposed. 

Law enforcement officials have been notified. 

SunTrust CEO XXXX XXXX apologized to the customers who were affected by the incident and is providing them with free credit monitoring. 

" We have heightened our monitoring of accounts and increased other security measures, '' XXXX said. " While we have not identified ( any ) significant fraudulent activity, we will reinforce our promise to clients that they will not be held responsible for any loss on their accounts as a result. '' Laws in all 50 states require the notification of consumers when personal information that could make a consumer vulnerable to identity theft. 

A recent report from security firm XXXX XXXX argued that thieves are doing a brisk business selling stolen bank account information. 

-- END --

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