Consumer complaint received 2025-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SUNCOAST CREDIT UNION
State: FL

Complaint narrative:
I am writing to formally file a complaint against Suncoast Credit Union due to their failure to prevent or resolve fraud on my account and their continued mishandling of the matter. It has now been over five weeks since I reported this issue on XX/XX/year>, and I have received no meaningful updates or resolution. 

The situation began when someone gained unauthorized access to my account and began depositing and withdrawing funds in my name. Suncoast Credit Union accepted checks written only to XXXX, with no last name, as well as mobile deposits with incorrect legal amounts, wrong names, and fraudulent signatures. I have photo evidence of these deposits and am prepared to provide it upon request. 

I was informed that this individual was able to open an account online without ever visiting a branch, and that mobile deposits are not reviewed for legitimacy for over 48 hours. During this time, the individual was able to deposit and withdraw funds in amounts far exceeding my available balance, including a {$2500.00} withdrawal from an account that only had {$500.00} at the time. The explanation I was given was that, because I have been a long-time customer, Suncoast did not place a hold on the funds. 

These actions demonstrate a serious failure in fraud prevention, account monitoring, and operational oversight. 

Despite the severity of this issue, I have not received any proactive communication from Suncoast Credit Union. The only information I have been given came as a result of personally visiting the bank on two separate occasions, which required me to miss work and lose income. On both occasions, I was simply told that they are working on it. No timeline. No clarity. No restitution.

To date, the account remains inaccessible, and at least {$50.00} of my money is still being held, with no way to close the account or access my remaining funds. Meanwhile, Ive had to open a new account elsewhere to pay essential bills, was charged an {$8.00} fee for paying my auto loan from another bank, and experienced a negative credit impact due to bills I was unable to pay during this chaos.

This situation has been extremely distressing. Ive already filed a complaint with the Florida State Attorney Generals Office. While I understand that an internal investigation may be ongoing, I want to be completely removed from this process. I am the victim here, and I should not be the one suffering from Suncoasts failure to protect my account.

I am requesting the following : Immediate reimbursement of all fraudulent charges and related fees.

Release of all remaining funds in my account.

The ability to permanently close my account.

An investigation into the credit unions failure to follow basic fraud-prevention procedures.

Please let me know if you require any documentation, screenshots, or evidenceI am prepared to provide everything needed to assist your investigation.

Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation