Consumer complaint received 2023-08-21
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
We had our business account previously with SunTrust Bank, then Truist took over. We have had the XXXX experience with this bank, with any bank for that matter. We have never had any issues with SunTrust. Our account has had fraudulent activity on it where someone has taken money twice since Truist took over. On XX/XX/2023, we received a call from someone stating they were a Truist employee, calling from a Truist phone number. They gave us information regarding fraud on our account, she knew old card numbers and asked questions for claim. I do believe this was a Truist employee because she knew information regarding our account. I started receiving notifications for wire transfer enrollment and I immediately contacted Truist. Before we knew it, this female had taken over our business account. She enrolled in wire transfer and transferred {$9200.00} out of our business account ; all in a matter of seconds. 

They made another attempt to take {$4500.00} but Truist blocked it. WHY didnt security measures and out of the ordinary account transactions trigger the intelligence/fraud department to catch both transactions? We have NEVER had wire access with SunTrust and nor did we with Truist. Why was it that easy? We called the customer service number right away and was told to go into the branch to close account and open a new one, an investigation was opened. We have been calling since to get information and to find out when we will get some type of provisional credit as the lady at the bank told us. We are a business, and we have business expenses and payroll that were responsible for paying. We are being treated like we are the fraudsters by customer representatives at Truist as if we did something wrong. No one will answer our question as to when we will know something. 

Whats this claim investigation process? Where is Truist in this investigation? The representative told one of our employees that we may not get our money back. We are supposed to be protected by the bank from things like this. I have never been treated like this by a bank we support. Truist cares nothing about their customers, were only numbers. We are being told they cant tell us anything about our account and claim. I asked if they dont get funds or whatever they are looking for in the investigation, what happens? No one will answer. I have requested the manager and/or someone of authority reach out to me and no one has done so. You all have the bank account information and the bank the funds went to, so why are we being penalized? This is our hard-earned money. Your analysis cant tell us anything, but we need our money pronto. I dont understand how a bank can treat a loyal customer this way. Your Representative told us to call XXXX  XXXX XXXX when they know the bank is not going to discuss someone elses account with us even if the money was taken from us and we have the account number your representative gave us to contact them. Truist has been giving us the run around since day one of us contacting your bank to report this matter.

WE WILL FILE A LAWSUIT AGAINST TRUIST IF THIS MATTER IS NOT RECTIFIED, THIS WILL BE AT TRUIST EXPENSE SINCE THEY REFUSE TO COOPERATE WITH US REGARD FUNDS TRANSFERRED FRADULANTLY OUT OF OUR BUSINESS ACCOUNT. 


Contact information below : Business phone : XXXX XXXX XXXX XXXX : XXXX XXXX XXXX cell : XXXX

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