Consumer complaint received 2025-12-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem making or receiving payments
Company: SUNCOAST CREDIT UNION
State: FL

Complaint narrative:
Request to CFPB Not to Auto-Close I respectfully request that this case not be marked Closed Bank Responded unless full investigative materials are produced and the five issues above are directly addressed. 

XXXX  ISSUE SUMMARY This complaint concerns four independent and serious issues involving Suncoast Credit Union : ( 1 ) intrusive and inappropriate questioning during a domestic wire transfer ; ( 2 ) inconsistent and discretionary verification practices not aligned with institutional standards ; ( 3 ) denial of access to digital banking systems while traveling abroad; and ( 4 ) refusal to provide the required documentation or justification concerning interest/fee waivers requested as a goodwill measure. 

This is a formal request for CFPB oversight because Suncoast has already issued an internal final response while declining to provide required compliance artifacts. 



1. Privacy Intrusion and Inappropriate Verification Questions On XX/XX/year>, during a domestic U.S. wire transfer of {$5500.00}, Suncoast employee XXXX ( ID XXXX ) required over 25 verification steps, many of which were repetitive, unnecessary, and not tied to identity or fraud prevention. After completing identity verification, he revisited the Purpose of Funds question and demanded personal details about my private life. When I answered PERSONAL : having fun, he insisted on further intrusive details like how exactly I intended to have fun. 

This questioning is not tied to any regulatory requirement for domestic wires and constitutes : Unnecessary disclosure extraction XXXX  intrusion Misuse of verification authority Discretion inconsistent with equal-treatment standards Another employee ( XXXX, ID XXXX ) completed the same wire properly minutes later, demonstrating that the intrusive questioning was not required, not standardized, and not institutional, but discretionary. 



2. Inconsistent Verification Boundaries and Discretion Misuse Suncoasts verification procedures were applied in a highly inconsistent manner : Employee 1 denied the wire following intrusive questions Employee 2 approved the same wire with no such questioning This discrepancy shows a lack of standardized compliance boundaries, which raises concerns under federal oversight categories related to : Fair treatment Equal process application Operational integrity Verification scripting Suncoast has refused to provide the investigation file, call logs, or internal scripts, preventing transparency. 



3. Digital Access Barriers While Traveling Abroad Suncoasts online banking system blocked access to my account solely because I was traveling internationally and using a legitimate VPN ( XXXX XXXX ). This resulted in forced phone-based wires and financial losses. 
This type of access barrier affects consumers who travel internationally and contradicts Suncoasts own digital-banking assertions regarding member access. 



4. Suncoasts Refusal to Provide Investigation Materials or Justification Suncoast issued a final response stating : no evidence of misconduct no systemic failure no corrective action and no documentation will be provided However, I request that this case not be marked Closed Bank Responded until Suncoast provides : call logs and transcripts verification script used supervisory review notes rationale for denying the wire institutional basis for refusing goodwill interest/fee waiver Please require Suncoast to provide these documents. 



Request to CFPB - PROCEDURAL 1. Require Suncoast to produce investigation materials before closure. 
2. Require Suncoast to explain verification standards and boundaries for domestic wires. 
3. Determine if intrusive questioning violated privacy or exceeded regulatory purpose. 
4. Determine whether Suncoasts digital restrictions constitute barriers to access. 
5. Require Suncoast to provide institutional justification for declining a goodwill interest/fee waiver.

Company response to consumer: Closed with explanation