Consumer complaint received 2022-10-15
Company: TRUIST FINANCIAL CORPORATION
State: WV
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:
My Truist, then BB & T accounts were hacked in XXXX. My email, passwords, usernames, phone numbers and address were compromised then. I filed a report with the local police and opened new accounts. Around XX/XX/XXXX I signed up with XXXX through my bank because my son wanted to transfer {$550.00} to my account. On XXXX, I noticed XXXX fraud withdraws through XXXX had been made to one of my checking accounts, that came to a total of {$10000.00}. The withdraws took place between XXXX XXXX XXXX. I called the Truist fraud line, reported it and opened a fraud claim. That day I went to my local bank, froze that account, changed my password and username. On XX/XX/XXXX, I opened a new checking account and also noticed that my business account had been hacked also, in the amount of {$190.00}. I filed another claim for that account and after Truist reviewed it, received my money back. On XX/XX/XXXX, I received a Truist letter, telling me that my claim of {$10000.00} was denied because it appeared that the transactions were authorized through my cell phone and e mail. Both were compromised in XXXX. I did NOT authorize these transactions. Truist Fraud department told me that unless I can prove that I didn't make these transactions by proving where I was on these dates, they can't help me. I called the fraud department again to reconsider my claim but it was denied again. I contacted my cell phone provider, XXXX XXXX, to see if I can get some inside information about my phone activities and was told that I had to file a report with the police and they can subpeana information. The middle of XXXX. I filed a police report. They were supposed to check into XXXX XXXX and also check with XXXX about the fraud transfers. Any time I tried to connect with XXXX, I was told that it's my bank 's problem, they can't help me. I still haven't heard anything back from the police. After I had reopened new accounts, changed usernames and passwords, I continued to watch for suspicious activities on my accounts and noticed a XXXX XXXX had been able to log into my accounts again. I reported that to Truist also and they assured me that they will keep an eye on that. I want to add that I did receive either text messages or email notifications, telling me about amounts being transferred out through XXXX. Since I KNOW that I didn't authorize any transfers, I assumed that these messages were junk mail, just like messages that tell me I won something, I ordered something, my account has been locked, the IRS is looking for you, etc., all fake messages. I just ignored these XXXX messages. They didn't ask me to confirm the transactions by replying " confirm '' or " yes '' or " no ''. This hacked account is in my name and my son 's name. He was the XXXX who contacted me to tell me that he noticed that {$10000.00}. was missing from the account.

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 monetary relief