Consumer complaint received 2015-11-18
Company: SUNTRUST BANKS, INC.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I was directed by the FTC to seek your department 's help in helping me resolve the issue as soon and smooth as possible. 
XXXX/XXXX/15 Received a letter through the mail from SunTrust Bank that the checking account has been closed. 
XXXX/XXXX/15 Acting as the POA of the account, I checked with the account holder to verify the fraudulent transaction, no transactions have been made or authorized. 
XXXX/XXXX/2015 Visited a SunTrust bank branch located at XXXX XXXX XXXX XXXX XXXX, FL XXXX to find the reason the account was closed. I, as a POA, was provided with copies of the bank statement and a forged signature check, the reason that the account was closed due to overdraft. 
I contacted SunTrust Bank Fraud department and gave verbal affidavit and was told that the Investigator will call back within 5-7 business days. 
XXXX/XXXX/15 Attempt to file a police report at the local police station located on XXXX XXXX XXXX XXXX, XXXX, FL XXXX. Police dept. needed info. on where the check was presented in order to find jurisdiction. 
XXXX/XXXX/15 Went to the closest account branch ( where the account was originally opened ) on XXXX XXXX XXXX XXXX XXXX, FL XXXX. The rep. could n't provide any info. on where the check was presented. 
XXXX/XXXX/15 Received call from XXXX XXXX representing SunTrust Bank based in XXXX. She originally claimed that SUNTRUST is not liable for the fraudulent transaction since a fraud complaint was filed late. I explained to her that the account holder has n't received the statements and multiple requests in the past at the bank were not honored to change the foreign mailing address to the XXXX mailing address as per SunTrust policies, rules and regulations, " statements with a foreign address " due to tax exempt status '' has to be mailed to the foreign address. '' After I explained to her that the check was forged and the check itself is fraudulent, she asked for my email address and will be emailing the affidavit form late on the day. 
XXXX/XXXX/15 Called XXXX XXXX and left a voicemail that I have n't received the affidavit and to call back. 
XXXX/XXXX/15 Left multiple voicemail messages to call back, no affidavit received yet. 
XXXX/XXXX/15 Left multiple voicemail messages to call back, no affidavit received yet. 
XXXX/XXXX/15 Called SunTrust Fraud Dept. and spoke with XXXX to find out the status of the case and to request the affidavit be sent to the XXXX mailing address and to my email address. XXXX stated that it will take 24-48 hrs. to receive the affidavit, and 5-7 business days to receive by regular USPS mail. She was unable to provide info. on where the check was presented ( to file police report ), and stated that the investigation is in process. 
XXXX/XXXX/15 Filed complaint with FDIC. 
XXXX/XXXX/15 Filed FBI complaint through email. 
XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX multiple times, left messages in her voicemail to call back. Spoke with SunTrust Fraud Dept. rep to find about the status and the affidavit - still investigating. No info yet where the check was presented. 
XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX multiple times, left messages in her voicemail to call back. Spoke with SunTrust Fraud Dept. rep to request to talk to Investigator XXXX - left message/annotation in the system. 
XXXX/XXXX/15 Called SunTrust XXXX XXXX XXXX, left voicemail. 
XXXX/XXXX/15 Filed complaint with FTC. 
Filed complaint with FBI by email. 
XXXX/XXXX/15 Called SunTrust Investigator XXXX XXXX, left voicemail.

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