Consumer complaint received 2023-08-31
Company: TRUIST FINANCIAL CORPORATION
State: NC
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:
After reviewing my checking account in early XXXX, I noticed several ACH debits with no name on them. I contacted Truist by phone after finding these ACH debits. This call to Truist I thought was with their fraud department. I asked the lady to identify the source of the debits, but she said that she had no access to that information. But, she did reverse XXXX charge on the most recent statement. I am certain that we left the conversation with her going to investigate the source of the charges. However, several days later, the same amount of money that she reversed was again withdrawn from my account. 

On XX/XX/XXXX, I contacted Truist again to try to get something done about these fraudulent debits. I spoke with XXXX XXXX XXXX XXXX ) who stated that she worked in Florida. She claimed she was able to research the debits and stated that they were made by the XXXX XXXX  XXXX XXXX. I told her that this was definitely fraudulent activity. She stated that I should go to a local bank to get this resolved. Accordingly, in early XXXX, XXXX I went to a Truist branch on XXXX XXXX XXXX XXXX  XXXX, NC. 

XXXX XXXX at the local branch started to help me but was too busy. So we set up an appointment for an afternoon several days later. At that appointment, she kept getting interrupted. I asked her if we could set a meeting for first thing in the morning so that we would not be interrupted. We set it up for the following Friday at XXXX XXXX. I was on time for the appointment. After waiting for more than XXXX minutes, an employee came out to find out what I and XXXX other customers who arrive a mere XXXX minutes before needed. I told her I had been waiting since XXXX to resolve fraudulent activity on my account. Not sure what the recently arrived customers needed, but she took them first, so I left with a clear conclusion that no one at the branch cared about fraudulent activity on my account. 

Then I wrote a letter dated XX/XX/XXXX concerning this issue ( the letter is attached along with the list of fraudulent debits that I sent with the letter ) and mailed it certifed to upper management at Truist. On or around XX/XX/XXXX, I received a phone call from XXXX XXXX who works in XXXX, NC. When she realized that she could not help me, she had XXXX XXXX contact me. 

I believe it was XXXX XXXX who told me that XXXX XXXX XXXX  was making the withdrawals, which was the first time I was told that information and it contradicted information that XXXX XXXX gave me. She said I should contact that bank to get more information. Even though I felt she as a Truist employee tasked with investigating fraud should do it and for the fact that I have no accounts with that bank, I did contact XXXX XXXX XXXX. As expected, they told me that because I have no account with them, they could not help me. Again, I contacted XXXX XXXX about this matter, and she started to limit Truists exposure to the fraud by telling me about the limitations in the banking agreement. Hopefully, the phone call was recorded as not once did she state she would get to the bottom of the fraudulent debits. 

Then she had Truist send me many pages ( over XXXX ) of transactions that I had to determine which ones were relevant to fraud on my account. The first page that I reviewed contained no transactions that were related to my business or personal accounts. This is when I realized that Truist was going to overwhelm me with unrelated paperwork in an attempt to get me to go away. I did not review anymore transactions as doing so would waste my time. XXXX XXXX said I had to go to the branch on XXXX XXXX XXXX in XXXX, NC and sign and attest to each page. I did go to the branch. On the first page, I wrote that I attest to the list of fraudulent debits that I attached. That list is also attached to this complaint. At the bank, I also included a page of unrelated transactions that Truist sent me. These documents were to be sent to XXXX XXXX. 

Afterwards, I received an abundance of letters from Truist, dated XX/XX/XXXX, stating that they would not honor my claims. I realized that only a regulatory agency could force Truist to investigate my claim seriously.

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