Consumer complaint received 2023-12-21
Company: TRUIST FINANCIAL CORPORATION
State: PA
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:
UNAUTHORIZED CHARGES : XXXX XX/XX/XXXX {$69.00} XXXX XX/XX/XXXX {$93.00} XXXX XX/XX/XXXX $ XXXX my Original ATM Card, Then XXXX XX/XX/XXXX $ XXXX a Newly Activated ATM Card **One day, I happened to check something from my Online banking at this Truist and I noticed ( XXXX ) ( Unauthorized Charges ) that I DID NOT CREATE! First thing I said to XXXX GOT HACKED! So, around XX/XX/XXXX, I began to Dispute all three of them, and my ATM was automatically BLOCKED. And that I would receive a new XXXX in XXXX days. In my dispute I heavily mentioned that I did not lend out my ATM Card, my ATM Number, XXXX anything! In fact, I also mentioned that I have NOT made a transaction with this particular merchant, XXXX, since around XXXX XXXX, XXXX! So, Fast forward, I received a letter in the mail from this Truist Bank, Dated XXXX/XXXX/XXXX. It was an explanation letter dealing with these XXXX transactions that I claimed were not mine. In the letter it was explained that after they reviewed my dispute claim, that they could Not XXXX my claims here! And their so-called reasoning behind their decision, almost knocked me off my chair!!! They stated that the reason why they denied me of anything was that ( I had a history of XXXX transactions with this merchant before ), which to me, made absolutely no-sense at all! I mean, just because I HAD, HAD a history with this business, that it AUTOMATICALLY makes my claim.NOT VALID? And this is what I said when I called this Truist XXXX XXXX. and I complained about to someone. I never got her name, and of course, it was like fighting a parking ticket! I was MAD! XXXX Taken, felt helpless, but I continued listening to her and she wanted me to next do the following : To contact XXXX and get as much info., as I could about all these XXXX transactions, ie. What was bought, Names, XXXX addresses, etc., which I did. So, from the advice from the bank person, I agreed to try that. This way its just purther proof of my claim? 
XXXX, on XX/XX/XXXX, I contacted via phone XXXX and spoke with a supervisor. I forgot to get her name though! But I was able to get some information I wanted but not all of it that I needed, because of XXXX policies! Like, for the first XXXX charges in the month of XXXX, I was able to learn what was purchased on these XXXX dates and a XXXX XXXX only of a ( XXXX ), associated with all XXXX of these unauthorized charges. NOTE : There is not, never been an association with any XXXX in my life nor in my familys life, .friend or foe! I was unable to get this XXXX  last name nor was I able to get any type of shipping address for these XXXX transactions which would have been nice to know as well. So, I was unable to gather everything the bank wanted me to gather to show to them, ( the Dispute team ), to further pursue this XXXX! And AGAIN, but from XXXX this time, I felt Taken & Hopeless! 
**NOW, To add insult to injury.On a day, that I failed to write down, the date, was when I activated my NEW Bank XXXX XXXX XXXX *Had to be before between XX/XX/XXXX and XX/XX/XXXX! WOW, could not believe it! My new ATM card, with a NEW Number, that was only 3 days activated, was Hacked AGAIN! And I said to myself.How the XXXX could this be? I just activated it! On XX/XX/XXXX, from XXXX again. I immediately contacted XXXX again but this time, they refused to give me ANY information, at all! 
**So, from that point on, I decided to contact a few agencies online with my complaint about both the Truist Bank and this XXXX XXXX Like, FBI, FTC and here> And XXXX try to do the same with any other site that will listen to me and take my complaint seriously! On XX/XX/XXXX, I made a call to the XXXX XXXX of this Truist Bank and spoke with a XXXX, that stated to me that she could help me with my concerns. I Finally got a name this time.But this time, I do not want to give out her name! But, as usual ; the bucket got tossed again but Back again, with their XXXX XXXX, which they have been useless to me! And thats basically where I stand right now with this matter! 
**What I rather from that XX/XX/XXXX Truist Notice wasbeing that I had a HISTORY, A HISTORY, of undisputed charges with this online business, Even Though I did, but several months prior to these Fraud Claim Dates, that this Fraud Claim, by these Truist XXXX Bank XXXX XXXX DECIDED, that this claim to be found NOT VALID! PERIOD! And again, makes No Logical Sense to me and just does NOT seem XXXX or even Legal on how they treated this claim with me! Maybe next, Ill pass this complaint onto the FDIC as well? 

PS. At the end of this submission, I have seen that youll want to know if XXXX the one submitting this form, based on Myself? The answer I will be selecting be YES! 
But my loving father also has been assisting me in most of the issues dealing with all of this mess! Just to be clear here with all! XXXX

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