Consumer complaint received 2023-06-14
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I processed a check, through the bill pay service at Truist.com, to a normal payee that existed in the payee list. Unfortunately, the payee did not make me aware that the payment due in XXXX was not received. The payee contacted me in XXXX of XXXX, and I immediately researched and found the check was not endorsed and therefore should not have cleared our account. I went to the closest branch of Truist and started the fraud claim. At no time was I made aware that we had passed a 30 day mark set by Truist. On XX/XX/XXXX I signed the required affidavit and included the documents requested by Truist. In addition, because of the fraud I closed the checking account and opened a new one. Another cost we incurred because the banks made an error. I was assured by the branch employee that the claim and required documents would be forwarded to their fraud department. I understand this takes time, but because I did not receive correspondence from Truist I reached out in late XXXX for an update. I was told the claim was stalled because they didn't have all the documents required. I can only ask myself why they didn't request additional information from me until I called. In addition to everything requested the first time, they now need an affidavit from the payee stating they did not receive the check. Okay, makes sense, got it. Once completed, about mid XX/XX/XXXX, I take the notarized affidavit to the local branch and they forward it. Again, no correspondence is received from Truist. On XX/XX/XXXX I called Truist for an update, and start taking better notes. I speak to XXXX, and I'm told the claim has not been started. She sees it in the system, but it is not assigned and no movement has been made on it. She assured me the claim will be reviewed and I will receive an update. By XX/XX/XXXX, today, I have not received an update. I call the Centralized Fraud Claims department and I'm told that the claim finally has some movement, on XX/XX/XXXX the claim was processed - the last time I called. The supervisor, XXXX, confirmed the requested documents were received on XX/XX/XXXX, but then why did it take over two months to process the claim? What I understand is on XX/XX/XXXX Truist submitted forms to XXXX XXXX ( the bank that fraudulently cashed the check ) proving the fraud. XXXX XXXX cashed a check without an account number or signature on it. First mistake. The second mistake is on Truist, Truist cleared the check that wasn't endorsed. Two major banks made terrible errors. This check should never have cleared our bank and I strongly believe it should have been caught by one of these two monster banks before I even noticed. I don't believe that is unreasonable. Now my complaint has three issues. One, the time it's taken for Truist to do it's job and it's still not resolved at just about 7 months in. Two, I will only get my money back if XXXX XXXX  pays- how is that even close to right? One bank processed a check that was not endorsed, and another bank cleared the check that was not endorsed. And three, because Truist doesn't pay out the fraud until they receive the funds, Truist has no incentive to resolve my claim. the claim only moves forward when I call. Even though I did nothing wrong. My only error was not reporting the fraud within Truist 's 30 day period. How could I report a fraud I had no idea occurred until the payee told me. As far as I knew the payee cashed the check. Two major banks made this error and someone was able to steal our money. {$1200.00} was stolen from our business, and Truist and XXXX XXXX  are now accomplices in the theft. It's clear someone cashed the check fraudulently, but I gave the banks plenty of time and consideration while we processed the claim. Now I'm not so sure Truist shouldn't be in the same column as the thief. I wonder how anything gets done when a simple, straight forward claim can't be resolved timely. Then I ask myself, am I really willing to trust my money to these people?

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