Consumer complaint received 2023-10-22
Company: TRUIST FINANCIAL CORPORATION
State: SC
Product: Debt or credit management
Sub-product: Debt settlement
Issue: Unauthorized withdrawals or charges

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am lodging a complaint to resolve and return {$2000.00}. Stolen from my account. 
On XXXX XXXX XXXX XXXX a Truist representive ( XXXX ) called me at work asking me if I had used my Debit card to charge {$430.00} at XXXX XXXX in XXXX XXXX I told him no. I never use my Debit card for purchases. He said he would block it. Then he said are you wiring anyoneXXXX XXXX I replied no. Do you know anyone there? No. He ask me to confirm some codes he sent me. 
I did so .He said he would have to get another department to help him and would need to freeze my account till they get it straightened out and will call me tomorrow. I agreed. 
XX/XX/XXXX he called me and we stayed on the phone for 30 minutes and said we get back to you. Again I was at work that was ok. 
Next morning XXXX  I was in the bank at XXXX. I met with XXXX XXXX. She called operations .They told her they were still investigating fraud and something soon. 
XX/XX/XXXX back in the bank XXXX talking to XXXX XXXX XXXX He called. He told me they needed to set up a new account because of investigating and my account was compromised. We did even though I had been there so many years I had drafts and Social Security checks to change for me and my wife thats a XXXX of a lot of inconvenience. But we did so.

He also said they would send me a Fraud form to fill out. But bring it in so he could help me expedite things. 
I had to be out of town from XX/XX/XXXXXXXX XXXX  with my wifes XXXX XXXX 
XXXX a Friday we return got fraud forms met, XXXX in the bank, and sent in form. He said may take a few days since Monday was a holiday. Agreed. 

XX/XX/XXXX a Tuesday we got a denial dated XX/XX/XXXX. Really! I was XXXX. Someone setting at home on their XXXX and doesnt care and sends a denial. I was beyond upset. I charged in to XXXX office and demanded to get this taken care of now. 
He called in XXXX XXXX. They assured me they would escalate it to a higher level. I we had to get a mediator they would. They assured me someone would be in touch immediately. I knew this was to get me out there and I had no confidence anyone cared. Sixteen days of my XXXX. Dollars stolen and no one cares and no one listens. 

XXXX XXXX calls from support ( with poor XXXX you know shes not in our country. This give no confidence for a solution ) She will take over my case and will have resolved by XXXXXXXX  Didnt ask any questions. What happened, why it happened, nothing? 

XXXX  a lady called told me case closed they will not considered giving me my money back, I approved it, it came from my on line banking. I got enraged I told her XXXX I could I do it talking to your representive watching it happen. Also I never heard of XXXX and until I told my son and he explained. 

Im sorry I lost my temper but XXXX XXXX XXXX XXXX takin care of my wife who has a XXXX XXXX XXXX XXXX XXXX  ) and I have to take her to XXXX XXXXXXXX XXXX XXXX XXXX XXXX  Ive had to go back to work because of the money I bleed. 


I truly need this money put back if you need to call me Im always available to talk. Finding someone to listen has been the problem. My phone is XXXX XXXX XXXX XXXX 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