Consumer complaint received 2025-10-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SUNCOAST CREDIT UNION
State: GA

Complaint narrative:
Summary of Issue : Starting on XX/XX/XXXX, four unauthorized electronic fund transfers totaling {$4000.00} were fraudulently withdrawn from my Suncoast Credit Union account ending in XXXX. Each transfer was listed as Person Pay XXXX XXXX for {$1000.00} each. 

I have never used Person Pay or Bill Pay, have no relationship or knowledge of XXXX XXXX, can not even find anything about this person online because it is fraudulent and probably a fake name, and did not authorize or benefit from these transactions. These transfers were clearly fraudulent. 

I reported the fraud to Suncoast Credit Union immediately after noticing the transactions. They denied my claim multiple times then said they would review it again with management. Suncoasts XXXX  Department sent me a message in my online banking portal denying my claim, stating that their information, evidence, and findings did not support fraud despite refusing to elaborate as to how they think it was authorized. They closed my again and the case and refused reimbursement of my {$4000.00}. 

This denial violates the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR Part 1005 ), which require financial institutions to refund consumers for unauthorized electronic fund transfers unless the institution can conclusively prove the consumer authorized them, which they could not do. 

I have requested Suncoast provide proof that I authorized these transactions and the full investigative file ( device logs, IP addresses, Person Pay setup data, etc. ), but I have not received such proof. I am appealing their decision and seeking regulator assistance to compel Suncoast to comply with federal law and reimburse my {$4000.00}.

SunCoast 's Response " Please do not respond directly to this message. Responses are not monitored. See below for contact information. 

XX/XX/XXXX XXXX XXXX Dear Member : We have completed our investigation of the billing error claim on your account number ending in XXXX for the below listed charge ( s ). 

PERSON PAY XXXX XXXX XX/XX/XXXX {$1000.00} PERSON PAY XXXX XXXX XX/XX/XXXX {$1000.00} PERSON PAY XXXX XXXX XX/XX/XXXX {$1000.00} PERSON PAY XXXX XXXX XX/XX/XXXX {$1000.00} We reviewed all available dispute rights and determined we are unable to further assist because : This transaction was initiated by you or your known device and can not be disputed with us. You must contact the recipient of the funds for a resolution. 


Please do not respond directly to this message. If you have any further questions, please contact the XXXX Department at XXXX Regards, XXXX Department Suncoast Credit Union '' To be explicitly clear- this was not initiated by me or a known device, I did not authorize these transactions, I do not know this person, and this was fraud. 



Requested Resolution : - Full reimbursement of the {$4000.00} in unauthorized Person Pay transactions.

- Written confirmation of compliance with EFTA / Regulation E.

- A copy of Suncoasts complete investigation documentation. 





Timeline of Key Events : - Starting XX/XX/XXXX : Four unauthorized {$1000.00} Person Pay transfers to XXXX XXXX. ( XXXX {$1000.00}, XXXX {$1000.00}, XX/XX/XXXX {$1000.00}, XX/XX/XXXX {$1000.00} ) - XXXX XX/XX/XXXX : I reported the fraud to Suncoast Credit Union in a call lasting XXXX hour and XXXX minutes - XX/XX/XXXX : I called again and there was no resolution and they could not provide any proof as to why the claim was denied. XXXX minute call - XX/XX/XXXX : I called again and there was still no resolution and they still could not tell my why they think the authorization was authorized. They asked me the same questions I've already answered over a dozen times as if they never even wrote them down. First call XXXX minutes then they hung up - XX/XX/XXXX : I called back after they hung up on me and they blamed it on a connection issue. Second call was XXXX minutes and still no resolution - XX/XX/XXXX : Same exact outcome as before. They refused to elaborate or provide any documentation as to why they think this was authorized by me ( which is clearly was not ). XXXX minute call - XX/XX/XXXX : I called back later that day because they said they would reach out to me at the end of the day with an update. They never did. XXXX minute call - XX/XX/XXXX : I called back yet again this time because they told me that a supervisor would call me to provide more detail. They never did so I had to call them again where they asked me the same exact questions again and asked if I knew this XXXX XXXX ( no I've never heard of this person and I can not find any information about them online because it's fraud ). XXXX minute call- XX/XX/XXXX Today : Still no resolution after they've told me multiple times that a senior supervisor within the fraud organization would call me to provide more detail and have a discussion. Filing this complaint to request regulator assistance and enforcement of EFTA / Reg E protections. 



Total Amount in Dispute : {$4000.00} Account Involved : Suncoast Credit Union, account ending in XXXX

Company response to consumer: Closed with explanation