Consumer complaint received 2021-03-03
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX, XXXX, my wife and I received a return check. We were surprised as we knew we had more than sufficient funds in our account at SunTrust to cover any checks written and other expenses. Upon checking our bank account, we discovered that someone had been transferring money out of our account ( without our knowledge or permission ) through XXXX. Upon closer review, we found that there had been 33 transactions of varying amounts, with the highest amount being {$600.00}. None of the persons listed for the transactions are known to us. The transactions occurred over a period from XXXX XXXX XXXX, XXXX. 
XXXX XXXX, XXXX, I called SunTrust fraud department, reported what happened, and answered the questions posed. Case # XXXX. At that time, I did not have a complete summary of all transactions to report and informed the person I spoke with that I would prepare such a summary. 
XX/XX/XXXX, I visited the local branch of SunTrust. The person assisted me ( XXXX XXXX XXXX ) and called the fraud department to provide additional information with dates and amounts. The fraud department said they would look into it and contact me. 
XX/XX/XXXX, having not heard back from the fraud team yet, I went to the local branch and met with Ms. XXXX XXXX. She shared a rebuttal form that was supposedly sent to me ( never received ). 
XX/XX/XXXX, faxed a XXXX rebuttal form and received confirmation that both pages ( and cover ) were sent. 
XX/XX/XXXX, Ms. XXXX XXXX made a follow-up call for us to the fraud team. They said to check back in 10 days. 
XXXX XXXX XXXX, called the fraud dept. to follow up as no word from them. The person informed me my case was denied. I had not provided all information and there were inconsistencies. I inquired what he was basing this on and he said, " the one page fax we received ''. I corrected him and refaxed the 2 pg document. 
XX/XX/XXXX, called fraud dept and they confirmed they had received my 2 page fax. 
XX/XX/XXXX, called again after hearing nothing and " XXXX '' informed me my case had been denied. She could not share any details. 
XX/XX/XXXX, met with Ms. XXXX XXXX again. She shared a letter ( dated XX/XX/XXXX ) that was supposedly mailed sent to me ( never received ). Ms. XXXX XXXX mentioned to my wife and me while looking at my account and internal notes that, " it almost appears as if there is no fraud case under investigation. '' She thought this was very strange. 
XX/XX/XXXX, received a call from Ms. XXXX XXXX, who was the case manager assigned to this. She would review all documentation and be in touch within 14 days. 
XX/XX/XXXX, called XXXX to report fraud and request details of the transactions. They stated their software is sold to banks and that they were unable to do anything. I needed to contact the bank. 
XX/XX/XXXX, Ms. XXXX called me to inform me my case was denied. She was unable to provide details due to a confidentiality holder on my account. I was unaware of this and she informed me I needed to go to a local branch to remove this. 
XX/XX/XXXX, Ms. XXXX called me and stated the fraud occurred from the same IP address that we use for our devices. As such, they rejected our claim. Only my wife and I have access to log in details. We never share passwords, etc. with others. 
XX/XX/XXXX, filed a complaint at local police office ( case # XXXX ). 
Since XXXX XXXX, I have been trying to reach Ms. XXXX daily and leaving messages to call me back. She was out of the office and her VM named another person ( XXXX XXXX ) who I could contact as well. I called and left VM to Mr. XXXX at least 3 times and did not receive a return call. Other times her message stated to call " XXXX and ask for Executive Services. I called that number twice and the SunTrust rep. had not heard of Executive Services. She could instead put me in touch with fraud, which she did. In the end, I wasted over 45 minutes and make no progress as the person could not help. I continue to call Ms. XXXX daily and left her VMs.

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