Consumer complaint received 2021-10-15
Company: TRUIST FINANCIAL CORPORATION
State: VA
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:
We were contacted by email and phone by SunTrust about transactions that were made XX/XX/XXXX by XXXX XXXX XXXX out of the XXXX XXXX in the amount of XXXX and then again, a separate charge in the same amount of XXXX was made again on the same day by the same company. On the same day, XX/XX/XXXX another unauthorized transaction to our account in the amount of XXXX to XXXX was made. None of these charges were made or approved by us or anyone in our family. We reported the fraudulent charges within several hours of being notified by phone and by e-mail on XX/XX/XXXX ( charges over XXXX and international charge ). On XX/XX/XXXX we called for an update on the progress of our claim of fraudulence and were told we needed to wait the full 10 business days for a resolution. On the 10th day XX/XX/XXXX we called again and were told the claim had been closed as we had called on XX/XX/XXXX and stated our son had made the transactions. THIS ERONEOUS STATEMENT WAS FALSE. WE DID NOT IN ANYWAY STATE OUR SON HAD MADE THIS TRANSACTION! Since this was a phone call and as you state, all phone calls are recorded, we asked that the recording be reviewed to verify this being false. We were told a rebuttal form was being emailed to us and we would receive it within 24 hours. We were told it was sent twice during this conversation to make sure we received it. Since we were having a difficult time understanding the foreign speaking women we were talking to, we called again and repeated our claim again moments after speaking with the women. Our information was taken down by a man and we were told again a rebuttal form would be e-mailed to us 24-48 hours, again supposedly sent to us twice again. We have never received the rebuttal form from either representative. I checked to make sure the correct e-mail was giving XXXX, check junk and spam email. All we asked was to verify the call on XX/XX/XXXX was to check on the progress of our claim and not to acknowledge the transaction but to clarify the incorrect information in closing our dispute of this fraudulent transaction. On XX/XX/XXXX we called again to check the progress and inform the representative we had still not received a rebuttal form. Again, our information was taken down and a rebuttal form was to be emailed. At that time, we also asked to change the email in case there was an issue with XXXX to XXXX and to resend the rebuttal form. At that time the representative advised us to go to our local SunTrust Bank and they could help us with the rebuttal form. XX/XX/XXXX we went to our local bank XXXX XXXX XXXX, XXXX, VA XXXX and spoke with Mr. XXXX XXXX who in-turn called the SunTrust fraud department and was told a rebuttal form would be e-mail to him and again to XXXX within 24 hours. As of XX/XX/XXXX no email was received to either Mr. XXXX email or to ours. Mr. XXXX called again today XX/XX/XXXX and the fraud department faxed him the rebuttal form. 
We have asked on many occasions that the recording of this call be listened to and to verify our call on XX/XX/XXXX was to only check on the progress of this claim. Whether by mistake or malice incorrect information was entered which has been extremely stressful to us not to mention number of calls that have been made to no avail trying to receive the rebuttal form. 
Today XX/XX/XXXX i called again to see where we stood on the Rebuttle with the Fraud department after a week of waiting and they have not done anything so far we have working on this for a month now with no resolve to it.

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