Consumer complaint received 2021-01-09
Company: TRUIST FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
This happened last year. I dont know the exact dates but a guy claiming he was in the XXXX in XXXX contacted me and over a span of six months ask me tons of questions and I didnt know he was accessing my login information at the bank. One day I noticed some weird activity on my account so I changed my password. Then deposits were coming in without my knowledge. I had just got paid so I tried to take the money out of my account and it was closed. I called the bank and talk to the fraudulent department. The lady their said someone accessing my bank from XXXX and logins from that were being made into my account. I was very upset when I called and they did an investigation and they gave me my paycheck that they held on too after a few days. They told me the account was closed I would have to open a new one so I did not think of it everything was settled. Then the other day randomly months later they call me ( not giving me any information nor asking my information with identity ) and say we have closed your account today which not like its much money but its what me and my XXXX kids live on until my next paycheck like {$380.00}. They said I owe them {$4000.00} and they said because I gave my boyfriend the information. I said the guy was acting like my boyfriend for 6 months via XXXX. I never met him or knew him. I lost tons of my own money because he asked if I could get his son a gaming gift card for his birthday and a few for him over months. When the bank closed my account I deleted all my social media accounts because I felt targeted and never wanted to be subjected to that again. I just think its not fair they are going after me who lives paycheck to paycheck instead of the real person who does the crime. If you can see someone is logging in my account from XXXX then that should be a flag that obviously it wasnt me. The bank has closed everything and I have asked them to show me what I exactly owe in writing which I have not received anything. I thought it was a hoax at first until I tried to go grocery shopping and my card was declined. They were talking about XXXX transactions and I have never even used XXXX before. They are not listening to anything I said. They just said I need to go into the bank and make arrangements on how Im going to pay them back {$4000.00}. I hung up after they refused to give me the information I requested or they kept on saying I will need to pay them back. Where are the protections against me! I feel if the bank can take my money with a phone call saying they closed my account how am I supposed to trust the bank with any of my money. If you see activity on my account and I said I do not know the person and said he was acting like a boyfriend because I described the situation. When I thought this was resolved months ago the lady at the bank says it happens all the time more than you would think it does. I asked her if I would have to pay the money back months ago and she said we have protections in place and she was like just open a new bank account we dont want to lose you as a customer.

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