Consumer complaint received 2015-12-21
Company: SUNTRUST BANKS, INC.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I am XXXX, XXXX, and am on Social Security XXXX. 
I have a checking account at Suntrust Bank. Friday, XXXX XXXX, 2015 my check book was stolen from my car at about XXXX XXXX in XXXX XXXX XXXX. I immediately called the police in XXXX XXXX XXXX because it was not an emergency, they called me back about XXXX ), and immediately drove to the XXXX XXXX Suntrust Branch. I told the teller what had happened. The manager was standing there and joined our conversation. The teller and I were discussing closing the account, and the manager told us not to. He said that it was better to leave the account open with a small balance and open a new account with the rest of the balance. He also told me he was putting warnings and blocks on my old account, and assured nothing could happen. I checked with the XXXX Branch Monday and Tuesday, and went there Wednesday because a check had been cashed on my old account in the amount of {$710.00}. They told me someone at a XXXX XXXX XXXX Suntrust had over-ridden the blocks on the account, overdrawn the account, and cashed the check. I made a report to their fraud department at Suntrust while at the branch. The person taking the report was more interested in gathering information that would protect the bank, than finding out what had happened. She said that I was at fault because I had not closed the account, even though I told her I followed the Branch managers instruction. Fortunately the assistant manager got on the phone and verified what happened. They said they could not close the account because it was now in negative balance. During this time, my automatic deposit paycheck was put into the old account against the negative balance. They continue to bill overdraft and other fees. Again, I now have to call, or go to the bank for information because I do not have access to the account. 
I have been on the phone with the fraud department twice. The policy is that you can not talk to the investigators, so I spoke to the manager of the fraud department. I had a strange and senseless conversation that included being able to put the money back into my account for two days, but then there would be overdraft fees. She finally said she could send messages to XXXX of the investigators to prioritize my case. That was four days ago and I have heard nothing. I no longer have access to the old account online. When I spoke to the XXXX branch manager, he said that he had not heard from anyone and that he had called the XXXX Suntrust branch where the check was cashed and that they could not figure out who had cashed the check. 

I have never experienced such an escalating series of manager incompetencies, poor communication, and mangling of customer service ( except for the teller and assistant manager at the XXXX. Suntrust Branch- they were helpful and informative ). I have made the proper reports to the police. 

Please, please HELP! I only have {$27.00}, It 's XXXX, and do not get paid until XXXX ... 
Advice : Avoid Suntrust like the plague XXXX XXXX XXXX XXXX Contact information for : XXXX XXXX Suntrust Branch, XXXX XXXX, manager XXXX Suntrust Fraud manager, XXXX XXXX

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