Consumer complaint received 2023-10-18
Company: TRUIST FINANCIAL CORPORATION
State: FL
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:
I am writing to express my deep concern and disappointment regarding the handling of a fraudulent transaction that occurred in my Truist bank account. On XX/XX/2023. I believe. My experience as a victim of fraud has not been met with the appropriate attention, consideration, and urgency that such a situation demands. 

On that unfortunate day, an unauthorized withdrawal of over {$9000.00} was made from my account. This prompted a call from XXXX XXXX XXXX  on XX/XX/2023. Confirming my lack of authorization for the transaction. Subsequently, I contacted Truist to address the issue and was directed to visit the branch. Upon visiting the branch, I met with XXXX XXXX XXXX. Who initiated the necessary steps, including reporting the incident to the XXXX XXXX, restoring my original contact information, blocking further authorization access, and even opening a new XXXX account ending in XXXX for me. 

I was assured that I would receive a letter with a case number within 3-5 business days and advised to call XXXX. XXXX for updates. However, my attempts to seek updates through the provided number were met with frustration as the information I received was inconsistent and unhelpful. In person visits to the branch specifically with XXXX and XXXX, they tried to help with the situation but also yielded slow progress as their information was limited despite numerous follow-ups and efforts. 

As of XXXX, I am disheartened to inform you that I have not yet received any official communication regarding the investigation or resolution of the fraudulent withdrawal, as a devoted client of Truist. I entrusted my hard-earned funds to your institution, believing that they would be secure and well managed. Regrettably, this experience has severely impacted my XXXX operations and my ability to support my family and community as a XXXXwoman, and community leader. 

I must emphasize that the process I have been subjected to by Truist has felt more akin to treating me as a criminal rather than a victim. The lack of transparency, timely updates, and appropriate support has only compounded the distress caused by the initial fraud incident. I firmly believe that no one should have to endure the frustration and anxiety that I have faced throughout this ordeal. 

My intention in reaching out to you is to earnestly request your intervention in this matter. I implore you to direct the situation to the individual or team within Truist who possesses the authority, expertise, and dedication to bring about a swift and satisfactory resolution. As someone who has poured her energy into building a small XXXX in Florida and contributing to the well-being of my community, I genuinely hope to continue this endeavor without the undue burden caused by this unresolved issue. 

I have faith that Truist values its clients and their trust in the institution. Therefore, I kindly ask that you prioritize this matter and ensure that I receive the necessary information, updates, and closure that I rightfully deserve. This not only aligns with ethical business practices but also reflects genuine concern and commitment to your clients well-being. 

I eagerly await your prompt response and actions on this matter. Please do not hesitate to contact me, to discuss the situation further. I sincerely. Hope that Truist will rectify the situation and restore my confidence in the institution.

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