Consumer complaint received 2023-02-01
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX XXXX  I lost my temporary debit card while stranded with a flat tire in XXXX XXXXXXXX XXXX  I had requested an acquaintance to please send me XXXX to my XXXX XXXX visa after I will send him the same amount via XXXX. He did XXXX transactions for me on the XXXX and XXXX, XXXX for {$XXXX} and the other for {$XXXX}. I was out of town and had to spend the night because the shops didnt have the tire. 

On XXXX XXXX XXXX around XXXX XXXX I requested the same favor and sent {$XXXX} via XXXX because I didnt have enough to pay for the tire on the XXXX XXXX. The translation was immensely placed on hold, and when I called they asked me many questions and at least XXXX  times over the phone to verify my identity but they didnt release the funds and instead locked my account due to suspicious fraudulent charges even though I had verified my identity many times and the validity of rhe charges. 

On XXXX XXXX XXXX I went to the local branch as instructed to present XXXX IDs. The banker immediately proceeded to call the fraud department but never told me what happened, what type of fraud, and only spoke and asked many questions about the {$XXXX} transfer to XXXX, even to say that I was not at the location i said where I made the XXXX transaction. They claimed that for that reason they couldnt unlock my account. 

A few days later and after researching my account and XXXX frauds, and calling to check balance, it appeared very obvious that money was stolen/account compromised/hacked. This was later stated by at least XXXX fraud department call center reps. The amount was not disclose ti me. I had at least {$XXXX} at the end of XXXX XXXX XXXX but the automated system said I had like {$XXXX} like XXXX days later after trying to reach that extension, and no transactions even close to the difference had been made My XXXX  COMPLAINT is that the bank, to this day, had refused to verify the hacking via XXXX type fraud, gives me different stories over the phone, has made me go to verify identity at the branch over XXXX times. The second to last visit the banker said she placed a claim because apparently the fraud alert was valid, and that I would receive mail regarding this. 
My account was again locked for no real reason a couple of days ago. When I go back to the branch, the manager said there was no record of that claim, and actually handed me like XXXX XXXX XXXX  pages with transaction history to verify! And it had been OBVIOUS TO ME that they played around with the numbers and dates, and the ending balance is at least {$XXXX} over the real balance as checked at an ATM and online. 

I have been treated unfairly and extremely dishonestly like if I was the criminal! Yesterday XXXX XXXX said yes at lser {XXXX hacked, and then the other lady said no flag of fraud or money hacked, and the last one said we cant help you go back to the branch!!! I mean how dare they if form the original conversation it was obvious they were handing a true fraud. 

Now my account keeps going down, and the transaction histories appeared tampered with as far as dates and order and the actual ending balance. 
I am now thanks to them overdrawn, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX not able to pay my XXXX rent, dog vaccination or even toilet paper!! After I had so much money. I should also mention that I am a victim of XXXX XXXX and this hacking might have a lot to do with my escape from that place. Its called economic XXXX, part of the XXXX 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