Consumer complaint received 2022-09-06
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am submitting this complaint on behalf of my XXXX XXXX XXXX XXXX, XXXX XXXX. I am her legal Power of Attorney. 

On the night of XX/XX/2022, I discovered the Checking Account for XXXX XXXX at Truist Bank had a significantly lower balance than expected. After reviewing all transactions, it was discovered that a check initially written to North Carolina XXXX XXXX in the amount of {$310.00} had been altered and was a mobile deposit made out to XXXX XXXX in the amount of {$8500.00}. Upon visually reviewing the check, it is obvious the handwriting for the " Pay to the Order of '' and the amount did not match the signature, nor do those fields match any of the handwriting on any previous checks. No one from Truist attempted to verify this transaction prior to releasing the funds. 

On the morning of XX/XX/2022, my Mother ( XXXX XXXX XXXX and I met with XXXX XXXX at the Truist Branch in XXXX XXXX in XXXX XXXX NC. He initiated a Fraud Complaint in the Truist Computer System. An Affidavit summarizing the complaint needed to be signed by XXXX XXXX and notarized. There was not a Notary available at that branch location, so we were sent to the XXXX, NC Truist branch to meet with XXXX. We drove straight to that location, where the Affidavit was signed by XXXX XXXX and notarized by XXXX. XXXX stated she would submit the Affidavit to the appropriate department. I contacted Truist Fraud Department later in the day on XX/XX/2022 and was told they were waiting for the signed Affidavit to be uploaded into the system before they could give me any updates and that enough time had not passed for it to show in their system. I called again on XX/XX/2022, XX/XX/2022, XX/XX/2022 and XX/XX/2022 and was repeatedly told the same thing, that the Affidavit had not been uploaded into their system. On XX/XX/2022, I received an email from Truist Alerts that they had been attempting to contact my Mother at the phone number provided at the time the claim was filed and that she needed to contact them within 10 days or the claim may be denied. I have reviewed XXXX XXXX 's cell phone log, and no one from Truist attempted to contact her. On XX/XX/2022, I sent XXXX XXXX ( the Banker she originally filed the Fraud Complaint with ) an email explaining that the Affidavit still has not been received by the Fraud Department. He called me by phone on the morning XX/XX/2022 and said Truist is unable to locate the signed and notarized Affidavit and suggested she sign another one. She went to the Truist branch on XXXX XXXX in XXXX XXXX NC prior to XXXX  on XX/XX/2022 and signed another Affidavit. The Notary at the Branch uploaded the document via Truists ' online system. I contacted the Fraud Department late in the XXXX on XX/XX/2022 and was told the Affidavit was not showing up in their system. On the morning of XX/XX/2022, I contacted the Truist Fraud Department and was again told the Affidavit was not in their system. I asked to speak to a Manager and then the Representative XXXX XXXX XXXX told me, the Affidavit is in their system, but she could not give me any updates. I immediately went to the XXXX XXXX Truist Branch and met with XXXX XXXX and discussed with him, that we had notified Truist of this issue 11 days prior and nothing has been done. I also asked for a copy of Truist Policy/Procedure regarding mobile deposits. XXXX called me back 2 hours later to tell me he had confirmed withe the Fraud Department that they had all the documentation they needed to proceed with the investigation and I was told the investigation could take up to 90 days to complete. I still have not received Truist policy/procedure on the handling of mobile deposits nor has XXXX XXXX XXXX {$8500.00} that Truist allowed to be fraudulently withdrawn from her account been returned.

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