Consumer complaint received 2023-03-15
Company: TRUIST FINANCIAL CORPORATION
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
XXXX, XXXX Letter to Truist Bank XXXX XX/XX/XXXX to XXXX XXXX XXXX XXXX I am a victim of identity theft. The information listed below does not relate to any transaction ( s ) that I have made. It is the result of identity theft. I am requesting copies of the documents relating to fraudulent transactions made or accounts opened using my personal information. In XXXX I was a victim of identity theft and believe it may be the same person again using my information as I have also received letters from other creditors asking me to unfreeze my credit report. 
Please note I did not answer the previous notices from Truist Bank as I believed it to be a company trying to get me to call them in a ploy to scam me. After the multitude of notices being sent to me on XX/XX/XXXX, I called and spoke with XXXX at Truist Bank at XXXX and advised this was a fraudulent account. He directed me to call the Charge Off Department at XXXX, where I left a voice message stating that this was a fraudulent account. I thought the matter was settled as I did not receive a callback. Then I received another letter in the mail dated XX/XX/XXXX, that this was a final notice. I then called XXXX, per letter is Truist DDA Recovery Department. I spoke to XXXX XXXX, who advised that I would need to contact XXXX XXXX XXXX at XXXX, which I did and again left a voice message that this was a fraudulent account but received no call back. I then received a call from someone at XXXX XXXX XXXX at the end of XXXX ( I did not write down the date ) advising they were the collection agency, that I could file a dispute, and that they would be sending me a letter with the dispute information. 
Truist Bank Reference #, {$3500.00}. 

On XXXX XXXX I put a credit freeze on all credit bureaus ( despite this account no showing on my credit report ) and Filed an Identity Theft Report with the Federal Trade Commission XXXX 
I then received in the mail the week of XX/XX/XXXX, from Truist a request to 1 ) Complete a Truist Identity Theft Affidavit 2 ) return with a copy of a police report 3 ) my federally or state-issued ID 4 ) Proof of my residency. 

On XXXX XXXX Called Truist and spoke to XXXX- I asked what information was used to open this account and he advised my SSN. Asked if there was another address on file and he stated " No '', I asked where they sent the debit/credit card as I had not received one in the mail nor did I ever receive any bank statements, only overdrawn notices. He says no card was issued, so the person probably made all the transactions electronically. Also, on this date I received in a separate envelope copy of bank statements from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX which had Withdrawals using XXXX to Multiple Named people as well as bill payments. I then called and left a voice mail for XXXX XXXX who was listed as Financial Crimes Case Analyst- XXXX to send me a copy of all the bank statements, Signature card, and picture ID used to Open this account so I could include it with my police report. 

On XX/XX/XXXX, received a return call from XXXX and she said she was unable to send me any of this information since I did not open the account??? and that there was no signature, or photo ID because the account was opened online. 
On XX/XX/XXXX, I went to the XXXX XXXX Police Dept to file a report and was advised that since it is an online crime It falls under the FBI 's jurisdiction and would need to file at IC3.gov. So, I filed a report and faxed it to XXXX @ XXXX with a letter attached stating the following : XXXX XXXX : Thank you for returning my call a few days ago. My attempt to file a police report with the XXXX XXXX Police Department resulted in me being told that since this crime was committed online the XXXX XXXX Police Department does not handle it as it is in the jurisdiction of the FBI IC3 ( Internet Crime Complaint Center ). Attached you will find my FBI Complaint form. 
My request for a copy of all bank statements pertaining to this fraudulent account and a Signature Page and Photo Identification. Your response was that you could not supply me with bank statements since or if I did not open this account. Also, there was no signature page or photo identification required by Truist Bank to open this account since it was opened online. I Inquired with a XXXX XXXX Police Department Representative if this was legal and was told that providing proof of identity is at the discretion of the bank. It is very disturbing to know that banks are willing to allow this type of oversite. I would say that Truist Bank allowed itself to be scammed. Then expects innocent victims such as myself to jump through hoops, to prove the fraud when it all could have been avoided by simply asking for proof of identification. This situation has caused me lots of stress and many sleepless nights which causes my XXXX to flair up which results in aches and pains that dont go away easily. I ask you, to bring this to the attention of your employer because it could have been avoided if theyd simply asked for proof. 
Attached are the following : A copy of my Identity Theft Report. 
Federal Bureau of Investigation Complaint Form I truly appreciate the time you have contributed to working on this case and for listening to my rant. 
On XXXX I received a call from XXXX stating she needed a police report, and that the FBI report was not acceptable. She said she calledXXXX and was told the police report could be filed online. I proceeded online to file a report and again came to the statement that if the crime is an online crime it would have to be filed with the FBI. I even showed her that even if answered UNTRUTHFULLY there was no option to file an online crime. I faxed copies of all to XXXX on XX/XX/XXXX with the following note on the fax cover : ATTACHED : XXXX. NV Drivers license and Insurance Proof of Residency XXXX. Nevada Police Dept. Website screen print - Last section states report Internet Financial Crime to Internet Crime Compliant Center. 

3. Step 1 - Sample of me trying to answer question ( not all true ) to get to the next step. There is no option for N/A and if answered truthfully results in a popup stating - Your answer indicates you are a victim of an internet crime. Please file a report at www.ic3.gov OR Your answer indicates the crime occurred outside our jurisdiction. Please contact the correct jurisdiction to file the report.

4. Step 2 of Police report answering Untruthfully - Incident Type- shows there is no option to file a financial crime.

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