Consumer complaint received 2023-09-07
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I received a fraud alert text message from Truist that there was suspicious activity on my account and to reply to confirm the charge. I did not reply to it and did not authorize the charge. When I looked at my bank portal online, there were two unauthorized Pending charges XXXX XXXX  {$180.00} and XXXX {$610.00}. I immediately called the bank to cancel my card and stop the transactions, but was told that there was nothing they could do about the charges until they were " hard posted '' even though the funds had already been removed from my account under the " Pending '' status. I asked that they cancel my card, and was told they would, but that I had to follow-up on the charges once they were posted to my account. I checked my account again on XX/XX/XXXX and there was another fraudulent charge on the same account from the XXXX XXXX for {$92.00}. I called the customer service number to let them know there was ANOTHER unauthorized charge to my account AFTER they said they froze the debit card associated with the account. That same day, I went to my local Truist branch and filed a claim ( XXXX ) for the two posted transactions and made sure my card was cancelled. On XX/XX/XXXX, the third and final transaction posted to my account and I went to my local branch to add the XXXX transaction to the claim. On XX/XX/XXXX, they deposited a " provisional '' refund for the XXXX transaction of {$180.00}, and another provisional refund for the XXXX XXXX {$92.00} on XX/XX/XXXX. I called customer service on XX/XX/XXXX to ask why they had provided those two credits and not for the {$610.00} and was told that Truist had made a final decision to NOT refund that money and that I should visit my local branch. I went to my local branch on XX/XX/XXXX and was told that it was a final decision without sharing the details of the determination. I requested a meeting with the branch manager, who has yet to follow up to schedule. I received a letter from Truist stating that they decided not to refund the {$610.00} charge and that the other two charges were " provisional '' but I could formally request all documentation associated with the claim number. I called the number on the letter provided, and requested all documentation regarding my case, and have yet to receive anything. I asked for the name of the person investigating the claim and was told that was confidential. At no time did I ever authorize these transactions and reported them as fraud the same day. Truist could have declined the transactions from posting once I reported them as fraud, but their policy is to remove the fraudulent funds from your account and then deny your claim without reason or accountability. Truist 's negligence also caused additional fraudulent charges to be taken from my account AFTER they assured me the card was frozen.

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