Elizabeth sent a message to William H. Rogers, Jr. – Chairman, President and Chief Executive Officer of SunTrust Banks – Email Address that said:
I am reaching out to you as I am dissatisfied with the handling of my Fraud Case I have been a customer of Suntrust for over 25 years; today I have 3 Personal accounts with Suntrust over $95,000.
On 8/6/16, I reported two fraud checks which I put in a US Mailbox and were stolen and the Pay to name was changed and cashed. It was not until 9/5/16, one month later and several calls to Suntrust, that I escalated to Lori L. Murphy and she emailed to me the affidavits required and I returned asap. Lori was able to get the funds for one of fraud checks of $654.00 back into my account.
Today, 10/11/16, Two Months Later, the second fraud check; funds have yet to be reimbursed. This is a payment I make monthly using Suntrust to BNY Mellon NA for $1,206.98 for a mortgage loan. Easy to check prior months in my Suntrust checking.
I called Lori, who has been very helpful, for an update. Keep in mind, now it is two months that I am without the $1,206.98.
The update is the information has been sent to other bank who cashed the fraud check and we are waiting for their response. I ask what happens if the other Bank does not respond? Response: then Suntrust will make a decision on my case. Does that mean I will get my money back? Response I need to wait the 120 days for Suntrust to finish and decide.
This is concerning I have over $95,000 in Suntrust, which I am sure Suntrust is making money on and I have to wait 120 days for a response on $1,206.98 where clearly Fraud was committed.
I ask that my money be returned to my account; Suntrust can continue to work to get there money from the other bank but I, the customer, is not to penalized. I can only think of the customers, who do not have the money I have to cover this loan payment.
I thought my money was back-up/secure in Suntrust and now I do not know. No one at Suntrust will say, do not worry Elizabeth, your money is covered and it will be returned. No one except Lori will call back and try her best to help.
The issue here is Suntrust's handling of Fraud cases, and this needs to be fixed. No customer is to wait 2 months and yet worse 120 days to get their money back (perhaps ?) while Suntrust does their investigation and gets their money back.
Today, I was going to Fed-Ex this to you but I was given the wrong address per the US Post Office.
Thank you,
Elizabeth
