Consumer complaint received 2021-08-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
Fraud Amount : {$270000.00} Bank : SUNTRUST. 

We have been loyal Suntrust customers for more than 25 years We have been the victim of a fraud to our account, kept at SUNTRUST BANK, through 5 fraudulent checks, 3 of them of extremely high amounts, where in less than 1 month they emptied our account. Checks numbered : XXXX dated XX/XX/XXXX for {$1100.00} XXXX dated XX/XX/XXXX, for {$72000.00} XXXX dated XX/XX/XXXX for {$68000.00} XXXXdated XX/XX/XXXX for {$120000.00} XXXX dated XX/XX/XXXX for {$2900.00}. 

It must be borne in mind that last year with the XXXX was an extremely distressing year, depressing for everyone. Here at home we all suffered from XXXX, my mother and I were seriously affected, and we are still suffering sequels, after having gone through the horror of being isolated, away from our loved ones, without knowing if we were going to see them again ( an extreme situation ). My sister was also infected to a lesser degree, but her situation was worse, since she is a XXXX mother of a XXXX year old XXXX. On the other hand, our relatives abroad are anguished and fearful of our precarious physical and mental situation. Inclusive unfortunately several family and friends have died from XXXX. It must be understood that in this tragic situation, priorities change and all our attention was simply focused on recovering. In the face of such a complicated and exceptional year a bank as stable and secure as SUN TRUST must further protect its loyal savers. 

We presented the due complaint in their Fraud Department on XX/XX/XXXX and 10 days later they sent us a brief communication referring to the fact that we did not report the fraudulent act 30 days after this regrettable and unacceptable theft of our savings and dreams, as if the bank to which we entrusted our deposits has no responsibility, when it is evident that it has happened with internal complicity. 

On Monday, XX/XX/XXXX, we sent a Rebuttal Form, with additional and well-documented information, believing in good faith as the bank told us that a second serious and exhaustive investigation would yield reliable results about what happened, how and why it happened. 
But what was our surprise that we have been informed by telephone that they have denied us our just claims, instead of admitting the seriousness of the events that have been perpetrated in SUNTRUST, they hold us, the VICTIMS as responsible, claiming again the time elapsed of 30 days without making the respective complaint, which according to some statutes runs from the receipt of the account statements and It should be noted as we explained in the rebuttal form the reasons why we did not notify the bank before XX/XX/XXXX are the following : 1 ) It is a fact that XXXX with the XXXX Pandemic there was a global crisis and the world was paralyzed that WE DID NOT RECEIVE ANY ACCOUNT STATEMENTS via US Postal Service, as we have received them in XXXX, XXXX since the account was opened, at our address registered in SUNTRUST 2 ) WE DO NOT HAVE ACCESS TO ONLINE BANKING,. The file updating mechanisms to gain access to the bank 's online banking are quite strict, requiring that this request be made in person and to date we have not been able to travel to the USA to request it, which made it impossible for us to verify our account via internet. Again, a year of pandemic, several patients at home, impossible for us to move. 

As we said before, The Rebuttal Form, sent on XX/XX/XXXX was denied. It should be noted that after 2 months waiting response we only found out by phone ; it has not formally reached us at the address in our file. We have even called several times requesting a resend, so the bank is aware that we have not received it. A situation that leaves much to be desired from its fraud department. 

The banks behavior in this situation was quite irregular, and did not act with the Due Diligence expected of a great, recognized, reliable and secure institution in which we have trusted for more than 25 years ; especially when they advertise Financial Confidence.

1 ) This account was opened with intention of been used by the family group as a retirement fund, the movements are esporadic. In fact, there had no movements in the last 4 years.

2 ) Why they did not contact us to inform us of such unusual movements by any means having theTelephone numbers and emails in their database.

Why they did not automatically block our account, something that all banks do when they perceive suspicious and unusual activities, even for amounts much smaller than in our case.

3 ) Why was an internal alarm not issued for checks of such a high denomination ( banks have advanced systems to detect these movements ) they even block accounts for prevention ), especially an account that in recent years had not had any movement.

4 ) We do not recognize the debit of XXXX charged to our account on XX/XX/XXXX, The transaction description details as an electronic/AHC Debit XXXX XXXX  XXXX pruchase. When asking the bank what this charged was about, they did not know how to answer 5 ) We do not recognize the five ( 5 ) fraudulent checks, XXXX dated XX/XX/XXXX for {$1100.00} XXXX dated XX/XX/XXXX, for {$72000.00} XXXX dated XX/XX/XXXX for {$68000.00} XXXXdated XX/XX/XXXX for {$120000.00} XXXX dated XX/XX/XXXX for {$2900.00}.

6 ) The checks used to perform the fraud was never requested by any of the account holders. We do not recognize those checks. We have in our possession all the checks books that we have requested.

7 ) To whom, how and why they provided a checkbook that we did not request.? The signature of those checks is fake, but similar to the original, How is it explained that whoever committed the fraud knew what the signature is like to copy it.

8 ) How to explain that whoever wrote those fraudulent checks knew exactly how much money was in the account?, so they could write checks just enough to empty the account.

9 ) What are the control measures that the bank has over the issuance of checks? How these checks were issued if non of the account holders ordered them? When I asked by phone to a bank representative, about when, how and who requested those checks in specific, she said that the bank has no record of checks because checks can be purchase in XXXX or even anyone can print a check of their own, and cash or deposit them. So, this comment alarmed me since anyone can issued checks and deposit them in their account and the bank simply pays them without any control or verification? 

Where is the responsibility and due diligence of SUNTRUST that acted so negligently in the face of the events perpetrated on our account? 

Clearly, there must have been internal complicity that facilitated this fraud, and prevented the alarms and alerts from being activated. 

In view, that the possibilities of understanding with the bank reached their limit, I am presenting this complaint, in order to request your support in this unfortunate event so that the bank takes the responsibility that corresponds to it and return the funds, fraudulently withdrawn inside SUNTRUST from our account. 

Attached : A ) Copy of fraudulent checks Nos XXXX, XXXX, XXXX, XXXX, and XXXX. ( Not recognized by us ) and the account statements of suntrust bank B ) Copy of letter from SunTrust, denying payment of our claim. 
C ) Copy of Rebuttal Letter sent to SunTrust Ban

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