Consumer complaint received 2020-05-05
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
BB & T Complaint Management Group Claim # XXXX On XX/XX/2020 I filed a fraud claim with BB & T and was told that the bank would conduct an investigation. After I spoke to a VERY RUDE, UNPROFESSIONAL, and INCOMPETENT representative and her Manager XXXX ( same qualities ), I was told that my claim was denied. 
In their response, BB & T provided the following elements : 1.All transactions were PIN and CHIP-card present debit card transactions If withdrawal were done with PIN and CHIP card, how come my statement is showing transactions that were performed with a machine which dispersed both bills and cents because that exactly what is being showed in my statement. So, BB & T must provide relevant information such as locations of all their ATM machine that dispersed both bills and cents. Also, the ATM camera can provide valuable information on the person that was performing the withdrawals. 
2.You stated that your card was lost. 
I said that my card was lost or stolen, meaning that someone could have stolen my card along with information pertinent to my PIN. 
3. It was determined that your business debit card was kept in multiple locations including on your person, in the house, or in your vehicle. 
First of all, how the bank was able to determine that the card was in those locations? Please provide relevant documentation to back your determination such as camera, ATM location. Also, by saying this, BB & T is not saying how and where I should have kept my debit card if that is a reason for denying my claim. Because I do not recall being told how I should keep my card. Most people keep their card in multiple locations which is nothing out of the ordinary. 
4. you stated that the PIN was not written on the card, however, it was written on other confidential banking information and it was lost too. 
I repeat that my PIN was never written down on the card. The PIN that was written on the other confidential banking information which happened to be the PIN for that other institution debit card not for BB & T debit card. As a matter of fact, that other bank conducted a genuine investigation and found out that an error has occurred. Different story with BB & T. 
5.Denial for failure to safeguard access to your account Between the bank and me, who should safeguard access my account. I have opened and deposited my money into that institution because I thought that my money would be safe. When my BB & T and other bank card got lost probably at the same time, BB & T never contacted me about unusual activities in my account. However, I received a text message from XXXX XXXX  Fraud department asking if I am attempting to withdraw a certain amount of money which they said was not consistent with my normal banking activities. On the flip side, I have never received text messages, calls, emails from BB & T asking the same. I told XXXX XXXX  that I wasn't trying to withdraw money out of my account. The bank took the necessary steps to close my card and prevent money to be disbursed. BB & T never took these preventive steps. Also, it appears that the transactions were done overseas which should have been another red flag for BB & T to noticed like XXXX XXXX  did because borders were and are still closed ( I uploaded relevant documents ). This is how a real bank take necessary steps to safeguard access to their client account not the other way around. Furthermore, I been using my BB & T personal account while these transactions were happening overseas. ( BB & T can verify since it is on the same profile ). 
BB & T never used preventive methods to prevent the unauthorized transactions which is Reckless. BB & T conducted their investigation with rude unprofessional and incompetent who did not bother listen about how the incident happened. ( again Reckless ). Better yet, I volunteered to give them all the additional information that I had to make sure my claim was properly handled. They refused! Beyond Reckless! BB & T sent me a generic letter without explaining the what their investigation has revealed. Frustrating! I am protected by the zero-liability protection! Not only BB & T did not take protective security measures to prevent the unauthorized transactions but have conducted a reckless investigation before sending me a frustrating letter with no proof no evidences to deny my claim. This shows that BB & T is an irresponsible bank and is only focus on ripping customers off. BB & T has been caught up in a series of scandals and this time around they dont even bother relying on concrete evidences to evade their responsibilities. The Consumer Financial Protection Bureau must take action to make sure that I am protected from those unfair acts and practices and I urge BB & T to resolve this claim as quickly as possible before I file a lawsuit. Failure to provide concrete evidences that I authorized these transactions, BB & T is obligated by federal laws to reimburse these unauthorized transactions. 
If you do not comply with this request, I will immediately file a complaint with the Attorney Generals office. Civil and criminal claims will be pursued.

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