Consumer complaint received 2022-04-16
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 my wife received a text message from XXXX thats a Truist bank debit card fraud alert are you attempting to make a purchase in the amount of {$750.00} reply yes to authorize reply no to decline she replied no a few minutes later her phone rang and it was someone who said he worked for the Truist fraud department hes begin asking about some transactions and XXXX XXXX told him that we were in XXXX XXXX and we were not trying to make any transactions in XXXX. She didnt thought about it and told him that she would like to call him back just to make sure this wasnt any kind of scam he was then able to tell her what her last purchase was at XXXX XXXX in the amount of {$46.00} this was correct so she continue to talk to him as she was talking to him he would tell her that he was sending a code to my phone and she would need to read them back to him so she did believing he was a Truist fraud employee XX/XX/XXXX at XXXX PM I received an email from Truist saying that there was unusual transaction on my debit card ending in XXXX the transaction amount was {$800.00} XXXX XXXX XXXX XXXX XXXX Florida I had also received a text message stating truest fraud that I attempt to {$800.00} purchase on card ending in XXXX at XXXX XXXX reply yes no or help I did not see this so I did not reply to it because she was already on the phone with the guy. Two hours later I happen to look at our online banking account and noticed that {$3100.00} was taking out of my father-in-laws checking account {$2700.00} was taking out of my savings account and another transfer of {$60.00} was also taken and large purchases were made using a debit card it appeared at the XXXX XXXX in XXXX Florida for {$2500.00} XXXX XXXX Florida {$1200.00} XXXX XXXX or XXXX {$960.00} XXXX XXXX XXXX Florida {$850.00} XXXX XXXX XXXX for {$50.00} and XXXX XXXX in XXXX XXXX for {$44.00} XXXX I immediately called the number that was on the email I was sent that lady blocked our accounts right then. 
The next morning I was at the bank when they opened on XXXX XXXX XXXX in XXXX XXXX I do not know the lady name who helped me but I asked her what we could do or what did we need to do and she did not really know I asked her if we could speak to a manager they said there was no manager there she brought in the lead banker the lead banker said that there was nothing that could be done because everything was showing pending and we had to wait until you said posted. I did ask the first lady whos office we were in if she could print out something that showed what time these transactions were made so I could give it to the police department, she told me that she could not provide me with the times and I told her that there was no way that the bank does not know what time these purchases were made so she had to look around for a little bit and finally found it on the computer and printed it out for me, she told me it was not necessary to contact the police department unless I just wanted to because the fraud department would take care of this she also stated that once the fraud department makes a decision they do not ever reverse their decisions. she did tell me that she could tell that my account was blocked so the email had the proper phone number on it that I had called the night before because that is the lady who blocked the accounts. Then the lady told me that we are not signed up to get text messages or emails she said that we had not filled out the consent form which I told her no way that I had gotten emails and I showed her a copy of the email and she agreed it looked like it was from Truist and we have received text messages in the past but havent ever been scammed before. We still have not signed any form to allow for emails or text messages but I am still receiving emails so this just has me scratching my head. 
My sister-in-law drove an hour and a half to come and pick my father-in-law up took him to the XXXX branch in XXXX, FL ( because we had already told her of the experience we had had at the XXXX XXXX XXXX  ) at that branch they force paid my father-in-law {$1500.00} so he would have some money this was transferred out of our Account on XX/XX/XXXX. 
On XXXX seventh my wife XXXX went to the XXXX office and spoke with XXXX he told her that the charges still showed pending and that she could come back to that bank and he could help her dispute the charges or it was easier for her to do it online so on the eighth when it posted she disputed all of the transactions that were not ours. On XX/XX/XXXX I decided to go file a fraud charge with the police department they told me that it would be identity theft XXXX XXXX sheriffs office gave me a case number XXXX then I drove to XXXX Florida and found a police department report for the purchases that were made at the XXXX that is case number XXXX then on the XXXX I went to the XXXX XXXX XXXX XXXX store and filed a police department report with XXXX XXXX XXXX police department case number XXXX XXXX. 
On XX/XX/XXXX ( I believe ) I went to the XXXX Branch to ask if I needed to file a police report she said it was up to us I wanted to check to see if XXXX paycheck that was direct deposit had been taken or if it had been used for overdraft protection I wanted to know if everything was disputed properly which she told me she could not tell me and when we could expect to get our money back she replied that it could take up to 10 business days and we would see an LRM credit and then she also told us that the fraud claim that was initiated on the seventh had been denied the lady I spoke with was XXXX XXXX. 
On XX/XX/XXXX we received a letter from Truist Bank stating that they have concluded their investigation regarding our electronic fund transfer a claim dated XX/XX/XXXX in the amount of {$3600.00} that based on the facts of their investigation they do not find that an error occurred therefore no funds will be deposited to your account as a result of your claim this determination is based on the investigation indicates transactions appear to be authorized the evidence which was used to resolve your claim will be available to you upon request this letter is from centralized fraud claims and you will see it in the attachments. 
I called the number on the back of my Truist card and spoke to someone in the fraud department again told them that I did not agree with their decision and ask him what I could do he said that I could dispute their decision but he would have to send me a paper to do that so I am still waiting on that to arrive. 
On XX/XX/XXXX I took my father-in-law to withdraw his money from his checking account which is attached to ours because my name is on it and his Social Security had just been deposited so he withdrew {$3200.00} they did question the fact that my account was in the negative but went ahead and gave him the money. 
I am glad that my father-in-law was taken care of but I do not understand why they would gave him his money but not give us our money back I just dont understand it. 
I am really glad they gave him his money but I am confused by it. 
My wife also filed an identity theft report with the federal trade commission today.

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