Consumer complaint received 2022-03-23
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
We had fraud on our checking account with Truist bank identified during the month of XX/XX/XXXX totaling {$1200.00} which included XXXX XXXX 's from XXXX through XXXX, while I was in the ICU battling for my life as a result of XXXX. My XXXX contacted Truist customer service in XXXX when we discovered these ongoing XXXX 's and they told us we would need to go to a branch in person to deal with it. Clearly that was not an option due to my circumstances. The day I was released from the hospital on XX/XX/XXXX we went to town lake, XXXX XXXX branch to try and get this issue resolved. To our displeasure they said the only way we could stop the fraud was to close out our checking account which was XXXX XXXX inconvenient because I had XXXX 's going out and a direct deposit coming in that I could not re-route. We were still left exposed to this ongoing fraud issue until I had all those items cleared which took another XXXX weeks putting our money in jeopardy of being stolen. We then disputed all XXXX XXXX 's sent to the XXXX XXXX department. Once I closed the checking account we left our savings account opened to be refunded the money once the fraud investigations were complete. This in itself was a complete nightmare as they sent different charges to different departments and partially refunded us the money but XXXX of the charges still had not been processed even though they were all from the same party. To this day they have not told us who the offender was. Finally after waiting XXXX more weeks I had to make multiple calls to our branch in XXXX XXXX and our bank rep who was XXXX XXXX XXXX # XXXX. I finally had come to a point where I was going to make a complaint to the CFPB because they wanted us to open up a new checking account with Truist and wait another XXXX weeks to get the remainder of our money back from the fraud charges that were deemed fraud. This was completely absurd since it was there recommendation to close the checking account in the first place, plus we still had an open savings account still active. It was funny, as soon as I stated that I was going to make this complaint they had the money in my savings account the next day. After that I closed all my accounts and credit lines with Truist and moved to another bank. I thought this misery was over until I just received a notification from Truist 's fraud department in the mail that they have now deemed XXXX of the fraud charges to be valid in the amount of {$100.00}, this was refunded to us on XXXX and the original charge was on XXXX. They stated in the letter that they are going to charge back our account. This shows you how incompetent this institute is as we don't have any live accounts and this was already deemed fraud. We attempted to contact the fraud department twice this week. I was on hold for XXXX minutes and my XXXX called the next day and was on hold for over an hour and did not get a live person on the phone. We have reached out to XXXX XXXX countless times and she has stated she is unwilling to help us further and we need to deal with the XXXX department. We even attempted to call customer service today and spent XXXX minutes on the phone with them and got no resolution. This banking institute is a complete joke and XXXX needs to be held accountable for leaving us with this XXXX mark since she had been advising us all the way through. I don't understand how its possible to get refunded on fraud issues and then XXXX months later they come back and deem XXXX charge out of XXXX from the same fraudulent party, fraud when the others were deemed fraud. On top of not getting any assistance from them to rectify the situation, my fear is they are going to send this to collections and ruin my credit. I would like a full investigation on this matter as soon as possible.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation