I have a joint SunTrust account with my daughter and on 7/17/09, when she got paid, she noticed that there was a debit of $130 from an unknown company. On Saturday, 7/18 we went to the branch that was opened on Saturday, and we were told that the amount was still "on hold" and there was nothing that we could do until it was acutally posted.
Of course, she had no access to that amount either. We were told by the bank representative that that same company had tried several times that same week to withdraw the amount, but since she didn't have enough funds, it did not go through. Because of this incident, she turned in her debit card, and requested to have a new one issued.
The next business day, 7/20 I went to the bank to file a "fraud affidavit", because we still didn't know who that company was. I took the form to my daughter's office for her to sign and took it back to the bank, so they could fax it to their "Fraud Department". I was told by the bank representative that in 4-5 business days, we would have a "provisional credit" until the investigation was completed.
A few days later, a bank representative called my daughter and asked her if she had visited a tanning salon. My daughter told her that she had a "trial" in June and she paid them $15.00, with her card. After that, I talk to the bank representative, and she told me that this was not considered fraud, but that because my daughter had given this tanning salon her card # therefore, it was going to be considered a "courtesy" call. She never authorized this company to withdraw $130.
I explained to her (bank representative) that the affidavit form that they had given us had an option (#2) where you explain if you had used a vendor/establishment in the past, but you had only authorized certain amount, it would still be considered fraud. She insisted that we had authorized the use of the card and it was not fraud. Why do they have that option on their form, if its not going to be considered as fraud?????
I have called numerous times their Customer Service #, been transferred to their Fraud Department, and told many times, that this "provisional credit" could take up to 60 days!!!!!
What the heck!!!! If it is provisional, they should be able to put it on her account until they do their investigation, and if it is determined that we are responsible, then take the credit back.....
I have requested (twice) to have a supervisor call me and they tell me that someone will call me within 24 hours hours. Its been 48 hours, and still nothing...... My daughter is a single mom of a 4 year old and she could use the $130 to get her daughter ready for school. The fact that this whole ordeal is going to take 60 days to get resolved is just proposterous.
We are using the forms that they provide to us, and now they are taking their opinions back. The fact that no one has called after I have given them my phone# twice and been told that its going to be in 24 hours, is really bad customer service. I do not recommend this back.
I personally have another back, which gives you the provisional credit until they finish their investigation. I am going to have my daughter change banks, and go to mine, since it seems like she is out of her $130 anyway.