In 1012021 I discovered someone had made 54 transactions for online gift cards through my bank account. The total amount of the transactions were $6375.90. I nor my wife made or authorized the transactions. They were all made with my card and none were made with my wife’s card. I immediately contacted Suntrusts fraud department (1-800-447-8994) and made a claim. The female I spoke with that night stated she made the claim and deactivated my card which was still in my possession. During that call, the female stated the system was telling her the amount of the transactions was $4000 and something, and when I tried to tell her it was actually more than that she would not listen. I was then advised the investigation would take 10 business days and the investigators would contact me if they needed more information.
On 101121 I received an email from Suntrust stating they had denied my claim but did not state why. I immediately went to my local branch where I was assisted by Mandy Klutz who was familiar with the incident. I will say Mandy Klutz has treated me very well and she is very professional. Together we made contact back with the fraud department but they refused to give us any information other than it was denied for inconsistent information and evidence. The lady on the phone from the fraud department was rude to both Klutz and me did not seem very interested in helping us. Klutz filed a complaint on my behalf for the way they treated me on the phone and filed another complaint about the way they treated her. I was told all documents and information that was used in the first investigation would be mailed to me and I should receive them in 3-4 days. I never received the documents and have since requested them twice more, and still have never received anything. The company refuses to tell me anything about the case and they have on numerous occasions refused to allow me to speak with a supervisor or provide me with their information. Today, 11-9-21 I was emailed all the documents that were supposedly used in the first investigation. The only two documents sent were the original email Suntrust sent me to deny my fraud claim, and an email I never received asking me to complete an Affidavit of Fraud. So their entire first investigation only yielded two documents, that they themselves created? How could that have been much of an investigation?
I have banked with Suntrust for 20 years, and not one time have I ever purchased an online gift card. I’m also a police officer of 20 years and know it’s extremely easy to get a card number and use it online. Just the fact that 54 different gift cards were purchased screams fraud, and anyone in law enforcement would say the same. On half of the transactions, I was actually at work. While at work I only have access to 2 computers, the one in my patrol car and the one at the police department. All websites on both computers are captured and my department and can prove I was never on any of the three websites used to purchase the cards. The bank refuses to give me the actual times of the transactions. But if they would call my police department and give them the exact times they could tell them exactly what I was doing and where I was at as our vehicles have GPS trackers on them.
My funds are insured by the FDIC, they should be returned to me. A proper investigation into who committed this crime should be made. The person who committed this crime should be prosecuted. SunTrust Bank should be made to change how their fraud department investigates these matters and how they treat their customers.
