My debit card was used by someone to make an unauthorized charge of $150 to my checking account on April 2,2020. I reported it. I received an email to report the investigation was completed and $150 was credited back to my account. The letter also stated it was my right to request any copies of documentation regarding the investigation. On 4-7-20 I spoke with Shanell at 800-447-8994 and made this request and was told I would received copies in the mail within 5-7 business days. I had not received this so on 4-21 I called again speaking to Jimmy Velasco. I told him the whole story and again was told I would receive paperwork in 5-7 days. He assured me it would be a priority.
I also called my local Branch of SUNTRUST and spoke to Stacey but was told the local branch had nothing to do with fraud. She could not help me and I would have to call the fraud line. Today is May 4, still no document. I called the fraud division again. After being on hold for 25 minutes, they disconnected the call.I need these documents to press charges on the facility that did this. How can I get these forms?