Consumer complaint received 2019-07-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
On XX/XX/2019, I tried to log into my bank account via online and could not get in. I contacted the XXXX XXXX Suntrust bank and spoke to the branch manager, Mr. XXXX XXXX XXXX, who told me that I needed to come to the bank. Once I arrived, I met with Mr. XXXX who advised me that there were 7 mobile deposits made to my bank account in the amount of {$650.00}. According to the bank statement dated XX/XX/2019, 2 deposits were made on XX/XX/2019 and five ( 5 ) were made on XX/XX/2019. At that time, I explicitly told Mr. XXXX that I did not make these deposits. Thus, the bank account was closed and a claim was filed. On XX/XX/2019, I requested a copy of the claim filed, which was never provided to me. On XX/XX/2019, I contacted the Suntrust Fraud department to find out the status of the claim filed. Ms. XXXX XXXX of the Fraud department advised me that she had just been assigned my case. On XX/XX/2019, over 2 weeks after the case was assigned to Ms. XXXX, I contacted the Suntrust Fraud department again to find out the status of the claim filed. A Suntrust Customer Representative told me that the case was closed and a letter was sent to me via mail indicating that Suntrust came to the conclusion that I owed the outstanding balance of {$1400.00} because they assumed I made these deposits. On XX/XX/2019, I received 2 letters dated XX/XX/2019 from the Fraud department indicating that I owed {$1400.00} to Suntrust. However, the letters did not explain how the Fraud department came to this conclusion or how they came to the amount owed, nor was there any supporting documentation provided by the Fraud department. On XX/XX/2019, I filed a complaint with Suntrust headquarters. I was contacted by Suntrust advising that they would look into the matter. From that date on until now, I have contacted Suntrust to check the status and no one did not return my calls. Instead, I received a letter dated XX/XX/2019 from the XXXX XXXX XXXX XXXX XXXX indicating that I owe {$1200.00}. I contacted the XXXX XXXX only to find out through them that Suntrust determined I owe this amount. Yet, Suntrust never returned my calls to let me know the status of their second investigation. 
In my complaint filed on XX/XX/2019, I indicated the following. Suntrust claims that they honored 2 of the 7 mobile deposits. This is untrue. In the Hold Item Letter dated XX/XX/2019, the 2 checks Suntrust claim that were honored were placed on hold on XX/XX/2019. Further, the Hold Item Letter indicates that these funds would not be available until XX/XX/2019. In addition, the sidebar of the 2 checks Suntrust claims they honored reads Return Reason N, Altered-Fictitious. If these items were honored, then why does the sidebar of the checks indicate that they were returned and the reason why? However, the bank statement dated XX/XX/2019, at page 3, indicates that these 2 items were paid on XX/XX/2019. How is this possible if on XX/XX/2019, the 2 checks were placed on hold and the funds would not be available until XX/XX/2019, just as the other 5 checks that were allegedly deposited? The bank statement dated XX/XX/2019 indicates the 2 paid items as debits/withdrawals. How is this possible if the account was locked on XX/XX/2019. Once your bank account is locked there can not be any transactions made thereafter? Thus, these items could NOT have been honored. Further, I do not have a XXXX XXXX  XXXX account nor do the signatures match on the back of the checks deposited.

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