Report: #1009859

Complaint Review: SunTrust Bank

  • Submitted: Wed, February 06, 2013
  • Updated: Wed, February 06, 2013
  • Reported By: SkipStein — Orlando Florida United States of America
  • SunTrust Bank
    13950 South John Young Parkway Orlando, FL 32837
    Orlando, Florida
    United States of America

SunTrust Bank SunTrust of Central Florida Suntrust Ignored Report of Fraudelent Activity on Debit Card and Let Transaction Process Orlando, Florida

Show customers why they should trust your business over your competitors...

I provided the Branch Manager, Rosemary Carvajal ALL the information, but she obviously didnt understand or was incapable of handling this.

The charges from Book My Show are from INDIA for goodness sake; I live in ORLANDO, FLORIDA USA. 
I have no clue who these people are or how they obtained my information.  The following is the report
I submitted verbally:

Sun Trust Fraud 1-8-2013

January 8th about 11:am I received an email from Amazon that one of my charges had been declined.  Upon checking my Sun Trust Account I noted that there were a string of fraudulent charges:  Pending Transactions Activity on 01/08/2013                  

I immediately called the Sun Trust Fraud line (678-462-9964) and talked to a woman who tried to tell me how to fill out forms and refused to listen to the issues.  After about 15 futile minutes of trying to explain the situation I asked for a supervisor and was connected to a Carol Johnson (1.877.716.5678 xt. 1131205) who gave me a case# 1499625 and proceeded to read from the same script that the other person had read from.

I explained repeatedly that these were fraudulent transactions (later I found posted from India) and that they should NOT be processed.  I called their attention to the word PENDING which they did not seem to understand.  They said I could recover the funds after I filed the proper paperwork.

I explaind that the word PENDING meant that the monetary transfer had not yet occurred and that I was giving the plenty of advanced notice of the fraud so they could suspend/cancel or otherwise stop the completing of the fraudulent activity.  They totally refused to either understand, comprehend or be willing to do anything at all.  Ms. Johnson said she would send the form to my local branch and that I needed to go into the branch to sign the form so my funds could be recovered.

I again tried to explain that the funds had NOT YET BEEN removed from my account (as shown on the screen) but she refused to pay attention.  Since this was being recorded, I asked for an audit number/trail for the recording and she blatantly refused to provide it.  I indicated that it might be necessary if I pursued legal action with the State Attorney General for co-conspiracy before the fact as they were directly assisting the fraudulent transaction and transfer of funds should they allow the transaction to complete during over-night processing.  I further informed her that I had been in the financial industry as an IT consultant, programmer and analyst for over 40 years and had some knowledge of how the banking systems worked; but she refused to be willing to do anything at all and basically hung up (see transcript of recording if it can be found!).

Secret Service Contacted

In frustration, at 14:18 I called the Orlando Office of the United States Secret Service who handles electronic commerce fraud.  I was immediately connected with a courteous agent.  I explained the situation and he seemed puzzled that the bank had refused to do anything and suggested I go directly to the local branch office and talk to a manager as it would then be their direct responsibility if the fraud was permitted to go to completion with the actual transfer of funds.  I said I would report back on the results.

Sun Trust Hunters Creek Branch

As I was directed by the Secret Service Agent, I immediately went to the local Sun Trust Branch office and told the manager that I had been directed by the Secret Service to talk to her.  She was at a greeting station and was shuffling papers and had me wait for several minutes before deigning to see me to her office.

The Branch Managers name was Rosemary Carvajal (407-858-1268) and she was polite, calm and listened to what I had to say. I acknowledged that I was agitated from the insanity of this and the total lack of help, advice or assistance I had received so far.  She proceeded to pull up my account on her computer workstation, noting the transactions I disputed.  She basically began to repeat the same line of recovery of my money should the transactions prove fraudulent and that I had to file a claim form.

Again, these people do not seem to understand their own systems and the word PENDING.  I again explained that I was providing ample notice of the invalid transactions but she refused to take any action, pointing to the ares of the form that I must fill out.  I again said that she was aiding a fraud as a con-conspirator before the fact if the transactions were allowed to be posted to my account; it fell on ignorant/deaf/arrogant ears.

She provided me with a copy of the report I filled out.  I noted that one transaction was valid, having been dated the day previously but she refused to correct the document so I drew a line through the approved transaction that was to a totally different company.

I left her office again indicating that I would contact the State Attorney General to report the supporting activity if the fraudulent transactions were allowed to be posted.  She smiled and totally ignored me.

No matter the outcome, which I will document tomorrow January 9th, 2013, I will close my accounts with Sun Trust and never ever do business with them or any other bank again.  I plan to move my accounts to a local Savings & Loan.


So even after I went into the Branch, talked to the manager, they STILL stole the funds from my account:


It has been 14 days since I reported and tried to stop this fraud and STILL Sun Trust keeps stealing from
my acccount.  Now they are piling up extended overdraft fees on my account from which they have stolen my funds.  There seems to be no recourse.


It has now been 28 days since my initial report to SunTrust of the fraud perpetrated by Book my Show in India.  My account continues to be charged huge fees for nothing.  I have received no call, letters or other correspondence relating to this matter.  I plan to take this very public in the near future to dissuade anyone from doing business with SunTrust Financial Institutions!
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