Poor Handling of a Fraud case with SunTrust Bank

I am a retired police officer from Florida and living on a pension.
On April 17 2018 we were alerted of fraudulent activity on our bank account. It was with my wife's bank card and they only wanted to talk with her. We disputed the transaction and the original claim was denied. We asked for supporting documentation as to why it was denied and all they sent us was a rebuttal form. We filed a police report for theft and forwarded that information to the bank with the completed rebuttal form. On July 10th at 6:07 pm they called my cellphone and left a message for my wife. My wife returned the call and they told her the case was closed and the claim was denied and could not be re-opened.
After posting this information on Twitter I received a call from someone at SunTrust. They looked into the case and called me back. They advised the reason the claim was denied was because of another similar transaction, which we also knew nothing about, and the investigation had conflicting information.
If they would have alerted us of the first fraudulent transaction the second would have never occurred.
Can't believe that a Bank that is insured for this denies customers with legitimate claims.


Country: USA   State: All USA

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