Consumer complaint received 2022-12-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SUNCOAST CREDIT UNION
State: FL

Complaint narrative:
On XX/XX/XXXX I was trying to send my son money to his student account which I am joint owner on and the account was restricted, we immediately went to the bank and was informed that someone fraudulently transferred {$5000.00} twice into his account from two Suncoast members accounts and then at the XXXX XXXXXXXX XXXX spent over {$20000.00} from my son 's student account leaving him a balance of XXXX. I asked the Suncoast Representative why were we not alerted when the first XXXX was placed into his student account that at any given time would have no more then {$100.00} at a time in it. The Young lady stated she did not understand what happened either. While at the bank my son filed two fraud affidavit forms and informed the bank he did not realize his debit card was missing because he uses XXXX XXXX through his phone. We then left there and went to our local sheriffs department to file a police report and was informed that police reports were done online due to COVID and handed a flyer with the information on how to file. A call was on placed on XX/XX/XXXX to the number on the flyer and XXXX XXXX explained to me that she was at least 4 months behind in Fraud cases but she will email me all the information she will need after the online report is generated when it is filed. She also explained to that most of the fraud is coming from the XXXX XXXX XXXX do to the fact that all they thieves need is the debit card. I went to the Suncoast Branch located on XXXX XXXX XXXX. XXXXXXXX XXXX  and explained to a representative what I was told by the Sheriffs department and to inform Suncoast the address on the first affidavit was wrong. Address was corrected and note was made about police report on the corrected affidavit. A Police report was submitted on XX/XX/XXXX via the online reporting system with XXXX XXXX XXXX XXXX. On XX/XX/XXXX I received an email from the XXXX XXXX XXXX XXXX stating the police report that was filed was rejected and I need to get in XXXX with someone in the office. I called and was instructed to call XXXX XXXX back and go from there. I call Suncoast on XX/XX/XXXX XXXX XXXX and was informed by someone in the XXXX solution department XXXX XXXX XXXXXXXX that a police report would be nice but it is not needed and the XXXX XXXX department will do their own investigation. I explained to the Member solution member I have home surveillance to prove everyone was at home on XX/XX/XXXX again I was told an investigation would be done and that information was not needed. I was told to just check back in two weeks. I call back on XX/XX/XXXXXXXX XXXX XXXXXXXX to get an update with the case, I was informed by someone in the XXXX solution department XXXX XXXX XXXX that there was no new information and to call back in two weeks. I placed a call on XX/XX/XXXX to get an update from someone in the XXXX solution department XXXX XXXX XXXXXXXX and was again informed no update was available. I waited another 2 weeks call again on XX/XX/XXXX and spoke with someone in the XXXX solution department XXXX XXXX XXXXXXXX and again was informed there was no new information and to wait a little longer to call back for an update. I wait a month call back on XX/XX/XXXX and was informed that the investigation was complete and that my son was responsible for the charges made on the account. I immediately went to the Suncoast Credit union branch located at XXXX XXXX XXXX XXXX XXXX XXXXXXXX and spoke to a representative, who manage to get someone from risk management on the phone .I spoke to a XXXX XXXX XXXX and he had the representee pull up the file and show me some codes that states the chip was use and he stated if the chip was use then the pin had to used I explained to him what I was told by XXXX XXXX and he explained to me if unless I prove other wise the decision will stand. I explained to him I will call XXXX and see if they can give me any information that could help me prove the pin was not used. I called XXXX and XXXX  explained to me they could not get into the file anymore because it has been closed by Suncoast and if I could get Suncoast to open the file back up XXXX could get the information I needed. I called Suncoast back spoke with someone in the XXXX solution department XXXX XXXX XXXXXXXX, They reached out to XXXX XXXX and it was explained to me that Suncoast will not activate the card so I can get the information needed. I called XXXX  back explained to the rep what I was told and while on the phone the XXXX  Representative called the Member solution department XXXX XXXX XXXXXXXX explain that she could not find the account because it was closed and if the account was reactivated she could pull the information I was requesting, the representative in the XXXX solution department XXXX XXXX XXXXXXXX explained to us we would need to talk to XXXX XXXX, gave us the XXXX XXXXXXXX and transferred us there. XXXX XXXX explained to the XXXX representative that the card would not be reactivated and the XXXX Representative expressed her frustration and apologized to me and stated there is nothing further she can do and the call was disconnected. I immediately called back Suncoast Risk XXXX XXXX XXXXXXXX and again told the decision will stand unless I could prove otherwise and I explained to the Risk management representative I have tried but Suncoast was not willing to give XXXX the information requested. It was reiterated that nothing was changing and the call was disconnected. On XX/XX/XXXX all my accounts that I have had for years in excellent standing were closed because of this fraud on my son 's account. I called XXXX XXXXXXXX and again spoke to someone in XXXX solutions and was told once again the decision still stands and my accounts are closed and I have until XX/XX/XXXX before it is reported to the credit bureaus and collections.

Company response to consumer: Closed with explanation