Consumer complaint received 2023-04-21
Company: TRUIST FINANCIAL CORPORATION
State: FL
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:
Hello, I bank with Truist, and I had 3 fraudulent checks cashed out of my checking account with them. The amounts and dates are as follows. 

XXXX. XX/XX/XXXX Check XXXX {$8500.00} XXXX. XX/XX/XXXX Check XXXX {$2700.00} XXXX. XX/XX/XXXX Check XXXX {$6100.00} Please note, I have my original receipt for the first check XXXX that proves I never wrote a check for that amount or to said person. All three checks were fraudulently duplicated/made, all XXXX were made out to the same person committing the fraud, all XXXX had my signature forged on it, and all XXXX were cashed at discover bank. I was never issued a check book for checks XXXX to my knowledge, so it seems after check XXXX was stolen they used that as a guideline to reproduce the checks. I can see pictures of the cashed, fraudulent checks, under my online checking account. I write at least XXXX check a month and the XXXX fraud ones were blatantly a forged signature, they don't match any of the other checks I ever signed on my account. 

My first step was contacting Truist on Monday XX/XX/XXXX over the phone, a claim was filed for the fraudulent checks and I was instructed to go into my local branch to finish the process. On Tuesday XX/XX/XXXX I went into my local bank to sign and read all required paperwork regarding the claim. I was told in XXXX business days the money would be credited to my account, and then from there they would work to investigate this to release the money back to me. Well this morning XX/XX/XXXX I received the following message via email. 

" This letter is to inform you that we have concluded our investigation regarding your claim of fraudulent/unauthorized activity dated XX/XX/XXXX in the amount of {$17000.00}, in connection with the above referenced account. 
Based on our investigation, Truist denies your claim for reimbursement because you did not report your claim within required timeframe ( XXXX ). If applicable, the evidence which was used to resolve your claim will be available to you upon request. 
Truist values the opportunity to process transactions for our clients. Should you have any further questions regarding this matter, please contact XXXX XXXX XXXX at XXXX, we are open XXXX hours a day, 7 days a week. Our staff will be glad to assist you with any questions or concerns. 

Thank you for banking with Truist. '' My understanding is you have 5 years according to the statute of limitations to report check fraud. Also I can't find anywhere any timeframe that Truist even requires to report this. And that should have been the first thing mentioned over the phone if it was too late, so I call bs on this they just don't want to help me out. This is a huge amount and to receive such a vague response is disgusting. I wanted to go through the CFPB before contacting a lawyer, thank you!!

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