My husband and I notified our Bank on XXXX XXXX, and XXXX that we had several unauthorized transactions resulting from a XXXX XXXX that we used rewards points to stay at. As a result of our stay with XXXX, we were supposed to be given diamond membership status and we were supposed to be given the best rate guarantee but neither were provided so we were double charged and overbilled. We contacted Suntrust to advise them of the issue ( s ) and we were provided with a dispute claim number. 

The representative did not take the details of the complaint correctly as it 's incorrectly notated that my husband is n't a Suntrust team member when he is a banker for their company. We provided the signed affidavit that stated that the transactions were unauthorized and selected the designated choice. Their affidavit is in violation of Regulation E by requiring us to provide documentation in order for them to consider our dispute. 

We were advised on XXXX, the day before we were to be provided with our provisional credit that our claimed had been denied because we told them that it fell under the wrong category for a dispute and that we had previously done business with this merchant. We have asked for documentation of their investigation, and they sent us a rebuttal form that is in direct violation of Reg E stating that we must provide sufficient proof of this transaction in order for them to investigate it. They did not investigate our claim and closed our claim to avoid providing us with the provisional credit. 

Please see the attached documentation. 
